My Transcom Experience

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Author: Philip Sköld

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Transcom’s Robotic Process Automation solutions

Digital transformation is heading the corporate agenda. Hardware and computers are becoming faster and less expensive while software becomes significantly more sophisticated. These factors are creating exciting opportunities to introduce a digital workforce.

Robotic Process Automation, RPA, is a system to automate repetitive tasks by mimicking human behavior with increased quality. RPA is deployed on top of current IT systems and uses the same user interface as humans do, making RPA non-intrusive and thus there is typically no need for integration to other systems. 63% of companies say that RPA is a top priority for their operations strategy to reduce cost and to deliver higher quality services; however, only 11% have real experience of deploying RPA in their organizations.

Transcom has extensive experience of RPA implementation. Our dedicated RPA team has automated more than 150 processes with excellent results. We offer a full range of services to deliver a production-ready solution to our clients, including advisory, project management, and maintenance, operations, and improvement services.

Making use of RPA will be a key lever for efficiency gains for many companies in the years to come, especially in customer service. Human agents can spend more time on value added tasks by automation of manual processes. RPA will also bridge challenges in business system integration, reduce cycle and waiting times and increase accuracy and consistency in process execution without interfering with the IT application landscape.

Read more about our offering here, or contact us directly on rpa@transcom.com.

Author: Philip Sköld

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Transcom’s Virtual Agent solutions

As a specialist in customer experience, Transcom is constantly looking for new ways to help our clients improve customer satisfaction and increase loyalty. One of the key elements in doing so is to reduce the effort for a customer seeking support. Transcom has now made it even easier for our clients to complement their customer service team with virtual agents by developing tailored solutions. We do this by providing process advice, project management, implementation, operations handling and maintenance, partnering with some of the most distinguished technology providers in the space.

Rapid advances in artificial intelligence (AI) offer an exciting opportunity to take customer service and experience to the next level. Virtual agents are already working side-by-side with human agents, introducing new capabilities, increased flexibility, and more efficient contact handling. And these solutions will improve further with the growing maturity of machine learning and natural language processing.

Deployment of virtual agents in contact centers brings major benefits. Virtual Customer Assistant (VCA), today typically implemented as chat bots, provides autonomous support to your customers in selected channels across selected topics. The VCA’s will most likely migrate into voice channels, as well as reactively or proactively providing customers with relevant information using machine learning and predictive analytics, as the technology matures. Giving fast and easy access to the correct information will facilitate for customers seeking for answers on your website – which is often the customer’s first choice in seeking advice or help.

Virtual Agent Assistant (VAA) can help human agents extract the most relevant information from the knowledge base and proposes answers leading to an optimal outcome, allowing them to focus on quality in high value interactions and eliminate human errors in more transactional requests.

Giving the customer an effortless experience by clever deployment of virtual agents can have a huge effect on loyalty. Positive effects range from more flexible opening hours and lower response times, to more customized responses based on better leveraging of customer data and contextual information. However, companies deploying virtual agents typically experience several challenges. Lack of clarity and direction in the digital transformation agenda, uncertainty as to where and how to deploy, and concerns about the impact on brand reputation can potentially delay implementation and limit the benefits. To help overcome these challenges, Transcom provides solution tailored to the customer service environment and your specific needs. You can read more about our offering here, or contact us directly on virtualagents@transcom.com

Author: Agnese Cotardo

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Improving user CX with a Speech Analytics project from Transcom.

In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience.

We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.

In every conversation, however straightforward, a wide range of factors comes into play (the reason for the call, choice of words, tone of voice, emotional state and so on). With a Speech Analytics tool it is possible to analyse every dialogue to evaluate both its effectiveness and the satisfaction levels of the client based on objective and, most importantly, measurable criteria.

INNOVATION Speech Analytics

Using this tool, it is possible to extrapolate extremely useful information on the customer experience, and hence to improve it while enhancing their loyalty to the product purchased. What’s more, the data obtained can also be aggregated to create a framework of customer needs based on their reasons for calling, meaning that their needs can always be understood and even anticipated.

A few months ago, Transcom launched a project to improve the service offered to the users of an Italian leading telecoms operator, using a Speech Analytics solution. The platform adopted is not only capable of identifying different subjects of conversation, but of understanding the customer sentiment during the dialogue. Using the software, it is possible to collect a vast amount of useful information and ultimately to improve the Customer Experience.

When we launched this project with our client, the first piece of data we analysed was the reason for calling. This kind of information is useful in understanding, for example, on which services customers request additional clarification or complain more about. For each of the different reasons for calling the relevant conversations are analysed, highlighting the indicators of dissatisfaction and measuring the emotional response of customers in the course of the in-call interaction.

Using the data collected, analysed and aggregated by Speech Analytics, it is possible to create a comprehensive overview of the Customer Experience based on 100% of calls. Once they have been processed by the software, the data can be analysed by the Transcom team with the aim of identifying areas for improvement and planning specific interventions (for example in the areas of operations, process, knowledge management, etc…) in order to improve customer satisfaction and call sentiment.

Through the project launched with our Client, we have identified the advantages derived from using our Speech Analytics tool:

  • continuous improvement of the customer relationship;
  • identification of areas for process improvement;
  • improvement of internal processes as a result of performance data collected;
  • identification of best practice;
  • improvement of training and coaching methods.

By combining this solid database of information with expertise in the Customer Experience sector, it is possible to achieve outstanding customer satisfaction results, a goal that drives everything we do at Transcom.

 

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