In 2017, Transcom embarked upon an important partnership with one of the largest businesses in the postal and logistics sector, present in 220 countries across the globe and with a workforce exceeding 350,000 employees.
For this Client, Transcom currently manages customer service for the German market. The services are provided from the Belgrade facility, one of our multilingual hubs able to offer agents with near-native language proficiency.
Transcom was selected after successfully managing a test project for six months: it was the prime-quality language skills, together with the excellent level of the services provided, that persuaded the Company to sign the contract. The agreement currently covers the management of the voice channel for the German market, but the Client is examining further proposals to extend the service to other European markets (making full use of the multi-lingual skills the Belgrade contact centre is able to offer) and to cover non-voice channels (email, chat, etc.). During these first few months of the agreement, the Client has already had the opportunity to verify that Transcom’s rightshoring proposal is able to guarantee a winning price-quality ratio, in which the quality of the domestic market is offered at the competitive price made possible by a nearshore contact centre.
For the same Client, we are currently providing – from the multilingual centre in Gdansk (Poland) – another highly innovative service aimed at the German market: Video Identity Verification. July 1st saw the entry into force in Germany of an anti-terrorism law that requires consumers to prove their identity in order to purchase a number of products, such as telephone cards. Consumers may do so in person, in the points of sale, or digitally, via computer or app, through a Video Chat platform belonging to our Client. Our specialized agents in the Gdansk contact centre take a photo of the consumer, with the aid of a webcam, and use the video identification procedure to securely verify their documents and identity.
Although newly born, the partnership with this important Client appears more than likely to evolve into a lasting relationship thanks also to another distinguishing factor: Transcom is able to boast lengthy experience in the logistics industry, with important international brands in a variety of countries among its most faithful clients. This expertise gives us access to the best practices developed and consolidated in our contact centres all over the world, allowing us to suggest continuous improvements for each client and at every stage of customer care in the sector.