My Transcom Experience

Posts with tag "Innovations" RSS

Transcom Sweden offer agents Workforce Management on their smartphone

I am very pleased to announce that we have recently implemented a revolutionary app for Transcom’s agents in Sweden starting in Eskilstuna.

The mobile app allows agents to access their individual future schedules on their Smartphone.  This takes way the need for paper schedules and having to go into work on their day off to find out their future working patterns.

Transcom Sweden offer agents Work Force Management on their smartphone

The agents can access the app 24/7 which has assisted greatly in receiving the schedules sooner and being able to plan their diary and work life balance for the coming month. The functionality also allows shift trades with team colleagues as well as review holiday balances and approved holidays. In addition, the app tracks an agent’s productivity and performance which is accurate and updated in real-time.

I recently held a focus group in Eskilstuna and the feedback was very positive:-

“It is a great tool and I really like the scheduling overview”
Philip Todorovski

“The app is very is cool, I like the productivity information”
Alexander Jonsson

We now have 750 employees in Sweden using the app and I expect further enhancements to increase the functionality further.

Author: Christian Hultén

Tags: , , , , , ,

From Contact Center to Engagement Center

The contact center industry has over the past 20 years gone through some significant changes and developments. Many of us have experienced, and been part of, the introduction of new tools, processes, methods and standards that have both responded to changes in customer communication trends and at the same time influenced the entire end-user interaction landscape as well as corporate customer communication strategies globally.

We have seen the transition from cost center to profit center, the spread of process optimization, multichannel integration, workforce management applications, quality monitoring tools, industrial improvement methodologies, various performance management frameworks, Six Sigma, Lean, virtual contact centers, COPC, multiple sourcing trends and numerous other developments that have formed the industry into what it is today.

From Contact Center to Engagement Center

This continuous development and constant improvements have not only contributed to the overall growth of the industry, but it has also elevated customer experience in the value chain; taken its well-deserved place in board rooms, executive meetings and in corporate strategies. This, together with the enhanced management experience, skills, increased complexity of tasks, overall maturity and career opportunities have also changed the general view of the industry. It is not just a job anymore; it is a profession with a very promising outlook.

However, despite the past decade´s tremendous progress we are likely to see even more profound and industry defining changes in the years to come. The rapidly changing social and consumer behaviors are modifying service expectations and consequently the requirements on us as an industry, as an outsourcer and as a company.

“The current transition from “contact center” to “engagement center” is challenging in that it requires us to innovate, it requires us to adopt new technology and it requires us to further develop the recruitment, training, coaching and development of our employees.”

At the same time, it offers an unprecedented opportunity for us to create the engagement our clients and our clients’ customers are looking for. This means engagement driven by the choice of the customer, no matter how and when the customer has chosen to interact with us. This means customer engagement strategies and practices that truly engage the customers in the brand and creates loyalty that will benefit both us and our clients. As the proportion of voice interactions is decreasing, we need to listen to and become part of conversations across social networks as well as traditional communication channels and leverage this when building customer relationships.

When looking at management discussions, client conversations and best practice meetings within Transcom, it is evident that we are responding well to the changing needs of this generation’s “engagement center”. Below are only a few examples of topics and titles that have recently been presented at conferences, workshops and client meetings held at Transcom:

It is events and activities such as the examples mentioned above that support the view that this is really the time for Transcom to shine – as an industry and as a company!

Transcom Philippines wins 2014 Frost & Sullivan Excellence Leadership Award

Another proud moment for Transcom Philippines for being the winner of 2014 Frost & Sullivan Philippines Contact Center Outsourcing Growth Excellence Leadership Award!

The Philippines Excellence Awards – now on its fourth consecutive year – recognize companies and individuals who have continuously brought exemplary efforts and performance, set best practices and excellent results in their respective industries.

Transcom Philippines wins the Frost&Sullivan award

Each nominee has been measured on their revenue, customer growth, spread of solutions and service diversification, size of operations, strategic initiatives, and competitiveness in the market, product differentiation and innovation.  Frost & Sullivan based their decision on extensive research, in-depth interviews and documented response about Transcom and our competencies.

Apart from sharing information about the types of support we provide, our size, revenue, vast growth, etc., we were given the opportunity to showcase our innovative ideas and customer experience initiatives which raised the bar in terms of Customer Engagement and Partnership. We took great pride in presenting the process improvement and value-add initiatives we’ve done through our Customer Experience Management team, such as the Knowledge base (that we presented in a previous post), social media and the positive results those innovations brought to our clients and partners.

Transcom Philippines wins the Frost&Sullivan award_2

 

The award was accepted on July 17, 2014 by Mark Lyndsell and Michael Sendall, who both are Vice President for Client Delivery in their respective region of support at Transcom.

It was indeed a remarkable event that has become a testament of the core of Transcom’s mission as global customer experience specialist. This just solidified our continuous efforts in achieving excellence and innovation through creative ideas from our team’s collaboration, executed in a seamless fashion.

This award was made possible by our people, who are and will continue to be our differentiator!

Transcom Germany handles multichannel support for market leading GPS products

For more than three years now, Transcom Germany’s team in Halle has handled the customer support for one of our client’s GPS devices and smartphone apps. During this time, we have built a special relationship with our client, which is an important key success factor for this project.

So what does our team do and, more importantly, what distinguishes our work from other projects?

The main part of our work is the daily business of answering e-mails and calls from our GPS-client’s customers. Together with Transcom Tallinn, we provide customer support in 13 different languages; Polish, Czech, Hungarian, English, Spanish, Dutch, Finish, Swedish, Danish, French, Italian, Norwegian, and German.

We help customers with everything from product information to troubleshooting and repairs.

We also handle 2nd Level support (support for non-documented processes)  in close cooperation with our client and coordinate work with other service providers such as repair service centers via a 2nd level  repair department.

We are also responsible for the maintenance of the product’s Facebook and Twitter pages, where customers can provide feedback, ask questions or report problems.

Beyond that, we maintain and update Sabio, the knowledge management system that forms the basis for our agents’ work. Among other things, Sabio contains e-mail templates for customer communication. Creating and translating these templates into all languages we support is also an important part of our work.The latest product we support works together with our client’s smartphone apps to project navigation information directly on the wind shield of your car and offers a look into the future of car navigation.

To ensure the best possible service, a very close cooperation with our client is necessary. Therefore, our agents in the respective departments have direct contact with our client’s product experts via daily conference calls.

All of these factors make this client case a challenging, multifaceted and exciting project that shows just successful the relationship between two customer care specialists can be.