My Transcom Experience

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Author: massimiliano macchia

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Transcom selected to provide customer assistance for the new famil.care service

Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their everyday needs, and provide assistance in an emergency.

Why was the service created? According to a Doxa survey commissioned by famil.care, about 19 million people in Italy receive daily assistance from their families: 13.4 million over 65s (a figure that is expected to reach 22 million in 2050) and 5.2 million children from 7 to 15 years old. About 15 million people (mainly women between the ages of 45 and 50) provide daily assistance for family members. These caregivers share their time between home and work, trying to get on with their own lives while taking care of their loved ones.

What is the new famil.care platform? It’s an app that offers a very simple way to make sure loved ones are safe and sound at all times, even at a remote location, and to receive alerts if ageing parents or children find themselves in difficulty. All interactions and checks are channeled through the family’s smartphones, which are connected to a simple, discrete device that the elderly person or child wears at all times, with an emergency button for them to press if they need help.

SALES image famil care

The famil.care service is already available in Italy, the UK, Germany and France. Transcom has been selected to provide the multilingual customer service to support famil.care users from the company’s Milan site. The service is managed over both voice and chat channels, with an integrated approach that uses a specially designed solution developed in its entirety by Transcom. While clearly technology-intensive, the service is harmonized by the human relationship established with specialist operators.

Every customer service project is special for the Transcom people who provide it, but when it comes to healthcare, as in this case, the human factor becomes even more important and the focus on quality is paramount across the entire team.

Author: Philip Sköld

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Customer care in a digitalized world

“Customer experience has never been hotter”. These were the words written in a trend analysis published at the end of 2016 by Forbes Magazine.

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They are not exactly alone in highlighting the significance and value of customer experience: if you do a quick Google search, you get more than 34 million widely varying hits for the term. There are many companies and organizations that have realized that digitalization has a fundamental impact on customer relationships. It is of course all about the way customers experience the services and products themselves, but also about the way the company behind these services treats its customers – that is, the actual customer service offered.

Meanwhile, driven by the younger generation, today’s customers have much higher expectations of their suppliers than say 10 years ago because of the novel fast mobile services now on offer. One bad experience is enough for a customer to switch service providers with a couple of clicks. And there is also the risk of the customer then communicating on social media, which doesn’t tend to do much to strengthen a brand.

Customer experience is increasingly crucial to all companies today. It’s an important source of differentiation. At the same time, digitalization is gradually changing the playing field in terms of companies’ interaction with their customers. The technical tools now available are creating new opportunities to meet customers’ expectations. But the challenge is to strike the right balance between human interaction and automated services.

In the article “Customer care in a digitalized world” by Johan Wickström, published in our Hello Transcom magazine, you can read more about the latest trends and how Transcom is continuously innovating to address the changes in our industry.

Transcom Italia launches gamification project to increase service quality and improve user experience

Gamification is the application of game logic and mechanisms to other fields, for the purpose of engaging with people and conveying specific messages to them in an efficient and agreeable way.

In an ongoing quest for innovative tools to improve Customer Experience, Transcom Italia has developed “Transcom Champs”, a Gamification project focused on improving quality, efficiency and performance in all the customer care, technical/commercial assistance, upselling and cross selling activities that Transcom manages for its clients.

Transcom Champs is a browser game designed to train new recruits, test their skills and improve performance through a series of challenges that take the form of timed quizzes. The inclusion of specific gamification components makes this software a real game and not just a questionnaire. It features alliances, challenges, teams, tournaments, trophies and a points system, which engage with personnel on an emotional level, stimulating their competitive spirit and their ambition to achieve and obtain recognition for excellent operating results.

The challenges are based on the KPIs (Key Performance Indicators) defined by Transcom clients, as well as in the areas of technical skills, operating procedures and the soft skills typically required in customer care. The tool has proven to be particularly effective at quickly identifying the areas of improvement for each team or individual, so that actions can be implemented quickly in order to close any gaps.

In May, Transcom launched a pilot for front-end personnel working on two important client accounts in the telecommunications and financial services sectors in Italy. Right from the start, all the employees involved showed an incredible level of enthusiasm. Many of them even accessed the web platform from home or by using their mobile devices, so they could repeat the challenge and try to earn their way to the top of the rankings.

Immagine Gamification

Beyond improving operating efficiency, the new Transcom Champs platform improves both workers’ satisfaction and their commitment, which translates into top notch service for users.

The browser game can be fully customized according to specific needs and priorities, making it possible to:

  • Improve performance in terms of effectiveness and quality
  • Increase up- and cross selling volumes
  • Increase the level of specialization and expertise in systems, processes, procedures and communication skills
  • Improve employees’ attitude to the company and their work
  • Increase motivation
  • Increase employees’ loyalty to the company

Transcom Italia wins Customer Relationship Management Award

Process innovation increases customer satisfaction and improves the operating efficiency of Lastminute.com services

Transcom Italia has been assigned the 2016 best Customer Relationship Management award by a panel of experts from the CMMC Club, the association for companies and service providers working in the client relations supply chain. For CMMC, the award is a way to promote businesses that stand out, in a particularly complicated period for the sector, for the excellence of the initiatives put in place to improve their organization, in terms of both financial results and the internal climate among associates, by developing partnership relationships and innovating customer relationship processes.

The reasons for the award

In 2016, Transcom identified several areas for optimization in the customer assistance processes of leading online travel operator Lastminute.com, for which it has been managing customer care activities since 2015, in a dozen or so languages. In partnership with Datachronic, a company that specializes in Robotic Process Automation (RPA) solutions to improve the efficiency of corporate procedures, Transcom has introduced several process automation measures for Lastminute.com services. A new web platform has been developed to automatically dispatch back office activities to the first agent available on the basis of the Client’s real priorities. The dispatching platform includes an integrated, user friendly web interface that provides real time checking of all the fields entered manually by the operator. In practice, it acts as an “Automatic Checker” for booking data, guaranteeing that the Lastminute.com system is aligned with airline websites, for example, across all stages in the booking process. If any discrepancies are detected, the system suggests corrections.

Last September, Lastminute.com also decided to introduce the “Transcom Quality Centre”, a system that collects and classifies all quality monitoring results to analyze the points of strength and areas for improvement of each project, team or individual operator. This proprietary Transcom solution provides a quick way to introduce continuous improvement measures, which are essential in such a dynamic and constantly evolving sector.

“All these Transcom’s initiatives have delivered tangible results, with even higher levels of customer satisfaction, more efficient contact management and reduced operating costs,” said Lastminute.com group Operations Manager Giorgio Bonafini. This award truly crowns our partnership.”

“We are extremely proud of this award and I would like to thank my team, our client Lastminute.com and Datachronic for their contributions to obtaining this acknowledgement,” said Transcom General Manager for Central and Southern Europe Gianluca Gemma. “At a time when there is much talk about technological innovation, virtualization and robotics applied to customer relations, we are convinced that operating efficiency can also be achieved through process innovation, by studying solutions to make the human relationship with end users more effective and improve the quality of our agents’ work.”

 

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

 

Transcom successfully handles peak traffic in 11 countries for an international client

Flexibility, scalability and technology at our clients’ service

Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe. The communication campaign was expected to generate a peak in the number of calls in France, Spain, Portugal, the Netherlands, Belgium, Germany, Austria, Italy, Denmark, Norway, Sweden and Finland.

An international task force, coordinated from Italy, was set up and immediately went to work. The proposal didn’t take long to finalize, and involved various Transcom sites in six countries: Sweden, Germany, Italy, Tunisia, the Netherlands and Spain. The Transcom technology infrastructure is based on a centralized data center, making it possible to coordinate the management of customer care activities for 11 different markets, switch telephone calls to our sites throughout Europe and cover all the languages needed.

This innovative organizational model, based on flexibility, language skills, scalability and technology fully convinced and satisfied our client. In fact, the solution allowed rapid ramp-up and ramp-down times, thus enabling the company to optimize communication campaign timing in the target countries. Transcom implemented the centralized IVR platform for all markets and assembled the necessary resources in record time: in the space of just one week, over 200 agents were selected from those available in all the Transcom sites involved.

After special training, these customer care specialists provided consumers with instructions to guarantee the safety of each and every product by means of either technical adjustment or replacement. The project, which was initially planned to run for 10 weeks, is still underway and Transcom continues to work with the client to ensure the best possible assistance and contact experience for all its European users.

This emergency plan was seamlessly integrated with the regular customer assistance services we have been managing since August 2015 for the same client from our multilingual centers in Budapest, Danzica, Olsztyn and Porto, where our customer experience specialists guarantee the provision of a high-quality customer service to consumers in 20 countries: Germany, Poland, The Netherlands, Belgium, Norway, Czech Republic, Spain, Portugal, Hungary, Sweden, Denmark, Slovakia, Austria, Finland, Bulgaria, Greece, Croatia, France, Lithuania and Romania.

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.