Transcom Norway’s Rolvsøy site delivers good Customer Overall Satisfaction results every month. There has recently been further improvement and Customer Satisfaction score reached 87.3% Top 2 Boxes (very satisfied and satisfied customers in 5 point scale with neutral midpoint) in May while the result in June was an all time high score: 88.2% Top 2 Boxes.
So what did we do to get these results? The process starts with Recruitment, finding the right people for the job. We are looking for employees with positive energy and a certain “glow”. Basic Training has undergone a makeover with a new structure focusing on soft skills. In addition to the product and service knowledge, Agents learn and practice how to disarm a possible conflict. This gives Agents confidence and helps them earn customers’ trust. The work environment is unique due to the excellent cooperation we have – Quality Analysts, Team Leaders and Agents work together to find the best possible way to give the end user world-class customer service.
Transcom Norway has excellent cooperation with the Client and this is the main reason we are able to reach fantastic results. The Client invited the call center to a wonderful evening with glitz, glam, great entertainment and great food on May 9, 2014. Transcom and Client employees walked down the red carpet in beautiful ball gowns and suits, feeling like stars. There was an awards ceremony where among others Best Seller, The Year’s Newcomer and the best Team Leader were awarded. It was a fabulous evening that people continue talking about today.
To keep the continuous focus on Customer Satisfactio,n the contact center organizes different activities once a month. We call it CSAT happenings. Transcom’s Quality department together with the Client representatives not only give Agents a morale boost but also acknowledge their efforts with end customers.