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The Internet of Things changes the dynamics of the Customer Experience

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead. Hotel room doors you open with your smartphone, without needing to collect the key from front desk.

INNOVATION IoT auto

All market analysts and observers are forecasting exponential growth for the Internet of Things. Intel has analyzed the IoT scenario, reporting that 15 billion objects were connected to the internet in 2015 and estimating that this figure will reach 200 billion devices in 2020.

We are therefore witnessing the birth of a new frontier for the interconnection between people’s physical lives and digital worlds. It isn’t hard to imagine that the Internet of Things will have a strong and lasting impact on various industrial sectors, as well as on our everyday lives. This connectivity looks set to change the operating model applied by contact centers and revolutionize forever what is increasingly a digital customer experience.

A new model of customer care

If this trend continues, there will be a revolution in customer care activities too in the years ahead. With the Leonardo 2.0.14 innovation lab, Transcom is setting its sights on the future, by analyzing opportunities and empowering technology to create advanced contact center solutions and perfect the customer experience in the era of the Internet of Things.

As an example, the research lab is now focusing its attention on the new devices we can use to connect with contact centers. The telephone is no longer the only contact channel, but also cars, refrigerators, televisions, alarm clocks, shoes, keys, the washing machine… Another area of analysis is the transition from classic customer care to “proactive” assistance, in which smart objects use the data they continuously share to notify operating malfunctions by themselves and trigger operator calls to the owner. If our shoes realize we’re running too much for our profile, the contact center makes a proactive call to tell us to take a break. If the alarm rings early because there’s heavy traffic, we can activate the contact center to book a taxi, which calls us back on our mobile phone. If the washing machine breaks down, it can activate a call to the technical assistance service, which performs tests and then calls us back to help troubleshoot the issue. If our car moves but we aren’t in it, the contact center warns us, helps us activate the alarm systems and provides support.

The customer care operator can therefore display all pertinent information about the product requiring support, analyzing it and providing remote assistance like a doctor reading a patient’s clinical records. Likewise, the operator can display the geographical location of the customer or productin such a way as to provide logistics and delivery support, as well as the time and place of arrival of the customer and the product/service at their destination. Last, but by no means least, the operator will also have access to information about the customer’s preferences and habits, and so be able to offer targeted product/service support that is aligned with expectations and areas of interest.

All told, the Internet of Things really does seem to be one of the most important and promising of recent developments, increasing the quality of life for all of us in ways that are hard to predict.

Author: Valentina Mikanović

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Contact Center Academy Annual award 2015 – Croatia

A Transcom Osijek employee won third place in the category Best Customer Service Representative 

For a few years in a row, the Contact Center Academy of Croatia has organized a contest in two main categories:

1. Annual Award for the best Contact Center

2. Annual Award for the best Customer Service Representative

The contest is carried out by a five-member committee, composed of relevant experts in contact center management.

In the category for the best CSR, contestants are nominated by their manager or manager’s manager in accordance with the organizational structure of the company from which the nominee is coming.

The contest is conducted in two complex rounds. In the first round, the nominees are interviewed by the five-member committee based on pre-defined high standards, requirements and criteria. Evaluation of e-mails, IB and OB calls is the second round of contest, organized between CCA and the nominator.

Transcom Osijek participated for the first time in this contest in the category for the best Customer Service representative in Contact Center in 2015. Our employee Anita Narandza Firic won the excellent 3rd place!

Anita won this prize due to her dedication, willingness to serve customers and colleagues, as well as her kindness which is her main virtue. Through her daily activities, she shows that customer satisfaction comes first!

“Being nominated is a great honor and motivation for participation in this contest and it proves that hard work pays off, and it’s flattering. I approach each working day with the aim and desire that every task is properly, efficiently and effectively performed, guaranteeing the satisfaction of customers, the client and finally my own satisfaction. I love challenges, privately and in business, because they’re an excellent basis for progress in all aspects of life. I consider that a positive attitude, a cheerful spirit, collegiality but also respect and commitment to all participants in the performance of my tasks are crucial in the process of achieving good results and that’s what gives me additional motivation in my work.”, Anita Narandza Firic

The official announcement of the winners in both categories was held in Zagreb on 9th Meet up 29 September 2016.

We’re proud of the success, achievement and results performed by Anita and her overall devotion, which is now also recognized by CCA and experienced experts from our industry!

Proud to be ONE Transcom!

Anita 1 (1) Anita 3 (1)

 

Grand slam for Transcom Netherlands in client’s global customer service award

For a valuable client in the logistics market, Transcom Netherlands received two awards in the “2014 Global Customer Service Competition”. The award was announced March 25 during a yearly review with all the client’s inhouse sites and vendors. In total, 26 sites where in the race for prestigious prices based on sales leads, business balanced scorecard performance and customer experience.

First we won the second price in the balance scorecard competition. For this competition they measure Service Level Adherence, Line adherence, Quality, AHT, Attrition, Sales and Forecast accuracy. All relevant KPIs are included and that’s why we can make the conclusion that Transcom Groningen was the second best site in 2014. This is a great recognition for all the good work we have done in all areas.

award

We also won the award of being third in the Sales Leads competition. This category is about the total number of sales leads that our agents have created related to the total number of handled calls. For the client these sales are of the highest priority. This is because these activities extend their customer base and generate constant growth of their package volumes and thus revenue.

award2

I am very proud of these awards and recognition of the hard work done and thank the entire management team and all the employees that have contributed to this success. I am convinced that this year we will do our utmost to be in the position to win an award again and to show Transcom’s additional value to our client.

Besides this, we would like to congratulate our colleagues from Transom Lithuania who won the third award for Customer Experience. This category is related to the measure of Customer Satisfaction.

Customer service – a strong growth driver in e-commerce

In recent years e-commerce has reported staggering growth worldwide. In June 2014, Ecommerce Europe published its 2014 report on European e-commerce in the Business to Consumer (B2C) market for goods and services, offering an updated picture of the market size in Europe and the rest of the world.

According to the report, total turnover for e-commerce in the European market in 2013 was EUR 363 bn (+16% on 2012), a figure which is expected to grow to EUR 425 bn in 2014. The Asia-Pacific region is the global leader, with EUR 406 bn, while North America ranks third after Europe with EUR 334 bn.

Global 2013 b2c e-commerce data

Source: Ecommerce Europe Association

The biggest e-commerce markets in Europe are the UKGermany and France. Together these three countries make up more than 60 percent of the entire European market.

The fastest acceleration in recent years has been in Eastern Europe, with Russia rising by nearly 50 percent compared to last year.

In 2013, Italy reported sales of EUR 11 bn (+20% on 2012). Although, this figure is lower than in other European countries, the Italian market is regarded as one of the most promising, as demonstrated by the steep rise in the number of online buyers, which over the last three years has grown from 9 to 16 million.

Europe 2013 b2c e-commerce data

Source: Ecommerce Europe Association

In such a dynamic global context, competition is based on the ability to offer a simple and consistent buying experience across all touch points. Accessibility and continuity are the keywords for the modern consumer: the web, product comparisons and careful consideration of reviews are the starting point for all purchases. Nonetheless, many ‘e-shoppers’ want the option of human contact and demand quality, competence and availability.

This is where Customer Service plays a key role. By providing quick and consistent answers (by phone, chat services, social media and email) to questions about products, payments, delivery times and return procedures, Customer Service is transformed from a cost center into a profit driver by exploiting the true value of e-commerce: establishing a relationship with the buyer. But the solidity of relationships is put to the test when problems arise (delays, undelivered products or other unexpected events). And this is where Customer Service can show its mettle by restoring customers’ trust (and loyalty) through service that is consistently first class and integrated across multiple channels.

Transcom has long experience of working with leading brands that offer various goods and services online. For example, clothing, fashion accessories, consumer electronics, travel, financial services and online payments. During the years, we have used our expertise to become a global outsourcer specialized in the ‘e-customer experience’:

  • Innovation: We develop personalized customer care apps and automated self-care, automatic call-back solutions for our clients to improve the customer experience.
  • Multilingualism: By offering services in many different languages, Transcom has helped many of our clients to expand into new markets.
  • multichannel approach and social customer care: We have agents who are specialized in the delicate process of managing online customer service conversations (Facebook, Twitter, chat etc).
  • Flexibility: we can cater for seasonal peaks without compromising service quality, which is guaranteed by strict control procedures and ongoing training.
  • Sales orientation: by using  specialized teams and best practices tested worldwide, we know how to encourage retention and reacquisition, which translates into growth and value for the client.
  • This value is also generated by cost reductions resulting from the mix of onshoring, nearshoring and offshoring services offered by Transcom.

Our clients confirm that they have achieved results which are both important and measurable. As the experts’ estimates demonstrate, e-commerce has huge potential. In this increasingly global, mobile and connected world, Transcom serves digital companies in all sectors with one goal in common: to become a market leader within their industry.

Author: Eszter Berze

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Partnering with a client to expand in new markets in Asia

For some years now Transcom Budapest has been providing customer service for one of Europe’s top online travel agents.
A highly specialized team offers assistance in 12 languages to the travellers who use our client’s services.

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The online travel agency in question is expanding rapidly and Transcom continues to be its partner in a joint growth effort to conquer new markets. This time we are headed eastwards, working in a language that is unusual to say the least: Bahasa, the most widespread of the various dialects spoken in Indonesia, but almost completely unknown in Europe.

Starting in July, this niche service is being provided by our site in Budapest after a careful scouting and selection process performed on a joint basis with our client.

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This marks the start of our ambitious client’s peaceful invasion of the Far East, with the unconditional support of Transcom and the passion of our people for new adventures.

I also invite you to read this post to know more about this successful multi-language project

The world’s leading eyewear brand chooses Transcom to set its sights on the future

At the end of a tender process that involved the world’s top players in the contact center industry, the company that represents Italian global excellence in the eyewear sector has chosen Transcom to manage its customer service for online clients of all nationalities. Transcom successfully offered the best response to the Client’s requirements and proposed the technology best suited to the task.

Transcom didn’t stop at offering the classic contact center service, but proposed a fully integrated and highly innovative multi-channel, multi-language solution to satisfy the needs of the global eyewear manufacturer. Calls, chat, email and, most importantly, social network channel management will be used to support customers of the group’s best-known brand and one of the most famous names in eyewear worldwide, which has now decided to enter the online market in Europe by developing a product configuration and e-commerce website.

Occhiali Luxottica

Transcom beat the competition in this technology challenge because our people make the difference and can transform a simple slogan into real added value for clients in the form of a Customer Experience that begins with the very first approach. This highly innovative service will be provided from one of Europe’s most promising geographical regions, Poland, and more precisely Gdansk, an area that is attracting more and more business because it offers high quality multi-language services at competitive prices.

Customer service will be available straightaway in English, French, German, Italian, Chinese and Turkish, with Spanish and Portuguese to be added shortly.

Transcom will combine Polish operating excellence with advanced technology that also manages social networks and will pioneer the innovative services the market is increasingly demanding. Project technology development and governance activities will be performed in Italy, with a view to achieving perfect harmony and synergy between Transcom sites in Central and Southern Europe.

I am personally grateful to our Team, who has achieved this major commercial success by focusing on innovation and on the quality of the services provided by our sites in order to establish an international partnership with one of the world’s leading eyewear brands. The market is responding in a very positive way to the innovative solutions proposed by Transcom. We are continuing to invest in the development of new tools, solutions and processes that enhance the value of all the technologies available today, in order to offer our clients the highest possible level of customer experience.