My Transcom Experience

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Playing it cool in the connected world

The latest Whirlpool refrigerator is far more than just a humble cold cabinet. It’s a smart device. So when the connection fails, and the frustrated customer starts calling, a Transcom customer service agent is there to help them – and their fridges – keep their cool.

Transcom became a strategic Whirlpool partner in 2014, when the global white goods giant acquired a controlling stake in Italian household appliance group Indesit. Transcom had provided Indesit with customer contact services since 2007: a coopera­tion that began with five European countries and quickly grew to cover 12. Today Transcom provides customer assistance services for Whirlpool in some 20 countries throughout EMEA, in 28 different languages. And there seems to be a great demand for these services. In EMEA alone, Transcom’s agents receive a staggering 10 million e-mails and calls from Whirlpool’s customers every year: or 30,000 a day.

In the first year of its partnership with Transcom, Whirlpool’s operating costs were optimized, mainly thanks to Whirlpool being able to whittle down the number of providers to just one thanks to Transcom’s multi-language services, located in just four contact centers. “This means I just have one number to call and one person to speak to if I have a problem now. It makes life so easy,” says Stefano Ballerini, Customer Service Manager EMEA at Whirlpool.

Whirlpool photo per articolo

“For every day that goes by, domestic appliances are getting smarter and smarter,” explains Ballerini “and they require a whole new level of customer service. The agents need to know everything about internet connections, routers and so forth to be able to deal effectively with this kind of reality,” he says, adding that, already today, his company relies a great deal on the Transcom agents’ knowledge to avoid real-life technician intervention and still keep Whirlpool’s customers happy and satisfied.

“Although the cost-savings are of course of great importance to the cooperation between Whirlpool and Transcom working so well, it is particularly Transcom’s flexibility, responsiveness and loyalty that I appreciate”, adds Ballerini. “When you walk into the customer assistance services center in Budapest, you feel like you’re in a Whirlpool center. Everything is Whirlpool branded and everyone is talking Whirlpool – to the point, in fact, that we gave the Transcom agents the same Christmas gifts we gave our own staff, because they really feel part of our team.”

“We are true partners,” Ballerini says. “We work together, we fight together and we always come out with a joint decision. This is so, so important.”

This is an abbreviated version of an article that appeared in the latest issue of the Hello Transcom magazine, written by Louise Nordström.

To read the complete article, please download the Hello Transcom magazine here.

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

 

Author: Matteo Ferrari

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Transcom affirms leadership in customer care for the white goods sector

New European multilingual project launched in Belgrade

Transcom affirms its leading position as a provider of excellent customer care services for the white goods sector, which contribute to our clients’ growth and competitiveness. Last October, one of the world’s top manufacturers of household appliances, with operations in over 100 countries worldwide, commissioned Transcom to implement the brand’s European Contact Center, providing assistance to customers in 15 countries. The agreement covers multichannel management of inbound and outbound contacts and back office activities in 20 languages.

SALES Candy in Belgrade 01

Given the variety and complexity of the language skills required, Transcom decided to deliver the service out of the company’s multi-language hub in Belgrade, Serbia, which was set up a few years ago and has a team of highly qualified staff. For some time now, Transcom has been successfully managing several multi-lingual projects in Belgrade for leading international clients in various sectors.

Transcom was selected primarily for its long-standing experience in the household appliance sector and particularly for its expertise in call avoidance processes that reduce the cost of on-site technical assistance. Transcom has become a highly specialized partner to companies in this important sector.

The time spent on training for the new project in Belgrade was optimized by taking advantage of the experience gained by staff working at other Transcom sites on similar projects in the same sector. The personnel involved shared their best practices with the Serbian site to ensure that the start-up process was quick and efficient.

The team of white goods specialists selected for this new project also work in a special area at Transcom’s Serbia site, which includes a sort of ‘showroom’ containing the appliances for which they provide customer care. With this showroom located next to the workstations, our personnel can touch and see firsthand the products for which they are providing technical and commercial assistance, guaranteeing that the customer experience is of the very highest level.

SALES Candy in Belgrade 02

Another value of the service offered by Transcom is the generation of additional business for the client. During each contact, customer care staff present the case for users to purchase warranty extensions on their products, generating sales and profit for our client.

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.

Author: Magdalena Szałaj

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Transcom adds new client in the white goods sector

Another white goods client was recently added to the Transcom portfolio. The Chinese multinational in question, a global leader in the consumer electronics and white goods sector, designs, develops, produces and markets many different items, including air-conditioners, smartphones, computers, microwave ovens, washing machines, refrigerators and TVs.

Various major brands in the consumer electronics and durable goods segments have already entrusted their customer care and technical assistance services to Transcom in various parts of the world. Our expertise in this specific sector was without a doubt a contributing factor to the decision made by our new client.

Currently, the Transcom team provides inbound and outbound support in nine languages: French, German, Italian, Spanish, English, Portuguese, Flemish, Dutch and Polish. The team provides assistance to end customers, stores and repair centers through various contact channels: telephone, email, live chat and also social media in some countries. Most of the team members work out of our Gdansk site (one of our leading multilanguage hubs), but a number of Transcom specialists have also been transferred to work in several of the Client’s European offices (in France, Italy, Spain and Germany), with a view to coordinating work and facilitating the sharing of information and know-how. The tasks assigned to them include the management of customer care services provided over the chat channel and through the client’s Facebook page.

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Virtual image of the showroom project devised for the client

Transcom has adopted an innovative approach in order to help its operators gain a perfect understanding of the products for which they are providing technical and commercial assistance. In a joint initiative with the client, Transcom has created a showroom for its team at the center of the operations area where customer care services are handled. This not only gives operators some firsthand experience of the various products during training, but also simplifies relations with users and makes the service more effective, because the products in question are right there next to their work stations.

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Operators at work in Gdansk and the showroom containing the client’s products behind them

Transcom is constantly working on new solutions, new processes and new approaches to offer its clients’ end customers the best possible experience. The showroom in the operating area and the transfer of Transcom personnel to several of the Client’s sites is giving a powerful boost to this important new partnership, which has looked set right from the outset to grow and be consolidated in the future.

Transcom improves travel and leisure experience for a leading operator’s customers

In May 2015, one of the world’s largest travel operators became our client. The company, which operates exclusively online, offering leisure solutions and ideas to millions of users worldwide, has a significant presence today in Europe and particularly in the United Kingdom, Germany, Spain and France. In this framework, Transcom acts as a strategic partner, providing efficient multilingual, multichannel assistance services and managing customer service activities on the European market.

Leisure Day

Our client offers a huge range of travel services on its website (hotels, flights, holidays, car hire, cruises), with an entire section devoted to the leisure offering, featuring special theme packages in the areas of sport and adventure, events, concerts, wellness packages, original gift ideas, tickets for football matches and much more.

The customer service activities entrusted to Transcom’s multilingual team cover the entire range of services and aim to ensure that users receive the best possible travel and leisure experience.

SALES collage leisure

The most important requirement expressed by the client was to combine high quality multilingual services with a competitive price model. The solution proposed by Transcom fully satisfies this expectation and today provides quality at the highest level and the best possible customer experience in various languages out of two different operating centers: Budapest and Tunisia.

Transcom’s presence in so many different areas of the world and the consolidated experience it has accumulated in the travel sector underpin the success of the partnership and open up possibilities for further collaboration outside Europe.