One of Europe’s fastest growing telecom operators has been a client at Transcom for more than ten years. We serve this client in several European markets, each of which has its own characteristics. Over the years, the telecom operator has undergone a transformation to become a mobile service provider. Since 2010, the partnership with Transcom has been based on the principles of COPC, with the goal of improving customer satisfaction by offering better quality and service.
Since January 2013, Transcom Germany has achieved and in certain months exceeded our client’s End User Overall Satisfaction target of 85% .
Key success factors for maintaining customer satisfaction at top levels for 16 months
- Client focus on areas identified by End Users as unsatisfactory are modified to improve satisfaction
- A change in the mindset of middle managers and team leaders who have now become customer satisfaction management experts
- Agent soft skill training (i.e. how to “sell” bad news in the best possible way
- Regular individual coaching for agents
In the light of the positive results achieved and the experience gained, Transcom Germany is in a good position to maintain the levels it has achieved by monitoring and improving all underlying client support factors, ensuring that our team continues to receive high satisfaction ratings from our client’s customers.