My Transcom Experience

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Author: Magdalena Derek

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Transcom Germany’s expertise contributed to keeping client’s customer satisfaction at top levels for 16 months

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% .

OPERATIONS Tele2 Germany team

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.

Author: Monica Llagostera

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And the winner is…

It has been three months since we launched our “Best ideas for improvement Contest” and today, we are proud to announce the names of the winners!

This is an initiative from our HR department, encouraging every member of the organization to submit their ideas for improvement. The prize is very motivating, an iPad Mini.

The rules were clear. Each participant could submit as many ideas as they wanted, as long as they met the following requirements:

  • Easy implementation from an economic and operational perspective
  • Innovative approach
  • High impact, by number of services/people affected

The jury was composed of Committee members, and each of the three categories had its own leader:

Rosana García, HR Regional Manager for Iberia & Latam, was in charge of the finalist selection in the category improvement of work conditions, where 168 ideas were submitted. The winning idea “Implementing motivational workshops: emotional intelligence” was presented by Javier Camino from our center in San Fernando de Henares, Madrid.

Javier Camino receiving the diploma & prize

 

Cristina Martínez, Operational Support & Performance manager for Iberia & Latam, played the same role in the improvement of service quality category, with 165 proposals. In this category, the best idea was “A further step”, a proposal to implement additional actions to reconfirm customer satisfaction from Juan Carlos Jiménez from our Atica center in Pozuelo.

Juan Carlos Jiménez, one of the three winners

 

And regarding the improvement of productivity category, this responsibility went to Juan Brun, Operations Director for Iberia & Latam. In this case, 167 ideas were evaluated. Patricia Ferrero, from our site in Leon, won the iPad Mini with the idea “Paperless” with the aim of saving paper in our daily operations.

Patricia Ferrero receiving her prize

Congratulations to every participant and especially to the winners!