My Transcom Experience

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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.

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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.

Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider

Our client, a lifestyle fashion company that offers an engaging and personalized shopping experience to over 35 million members worldwide through its portfolio of brands, was looking for a new partnership for enabling a multi-lingual customer service in a fast growing environment. In 2014, Transcom was selected as the new strategic partner to support the client’s European multi-channel and multi-lingual inbound customer service operations.

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All our client’s customers become part of a membership program and member service is setup as an integral and essential part of their business strategy to provide a seamless member experience, which ultimately leads to business growth. Professional management of order inquiries, returns & exchanges, billing inquiries and retention activities are the key objectives in this strategic partnership. After an initial 6-months pilot phase, we have now agreed and signed a two year contract.
Transcom operates worldwide through 54 contact center across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals.

A stable customer satisfaction level in the transition phase and clear improvements of customer experience (proven by KPI development) after full transition have shown that Transcom’s proposed solution meets exactly the clients requirements. Now the customer service organization is perfectly prepared for further growth scenarios for different languages and European markets.

Customer service – a strong growth driver in e-commerce

In recent years e-commerce has reported staggering growth worldwide. In June 2014, Ecommerce Europe published its 2014 report on European e-commerce in the Business to Consumer (B2C) market for goods and services, offering an updated picture of the market size in Europe and the rest of the world.

According to the report, total turnover for e-commerce in the European market in 2013 was EUR 363 bn (+16% on 2012), a figure which is expected to grow to EUR 425 bn in 2014. The Asia-Pacific region is the global leader, with EUR 406 bn, while North America ranks third after Europe with EUR 334 bn.

Global 2013 b2c e-commerce data

Source: Ecommerce Europe Association

The biggest e-commerce markets in Europe are the UKGermany and France. Together these three countries make up more than 60 percent of the entire European market.

The fastest acceleration in recent years has been in Eastern Europe, with Russia rising by nearly 50 percent compared to last year.

In 2013, Italy reported sales of EUR 11 bn (+20% on 2012). Although, this figure is lower than in other European countries, the Italian market is regarded as one of the most promising, as demonstrated by the steep rise in the number of online buyers, which over the last three years has grown from 9 to 16 million.

Europe 2013 b2c e-commerce data

Source: Ecommerce Europe Association

In such a dynamic global context, competition is based on the ability to offer a simple and consistent buying experience across all touch points. Accessibility and continuity are the keywords for the modern consumer: the web, product comparisons and careful consideration of reviews are the starting point for all purchases. Nonetheless, many ‘e-shoppers’ want the option of human contact and demand quality, competence and availability.

This is where Customer Service plays a key role. By providing quick and consistent answers (by phone, chat services, social media and email) to questions about products, payments, delivery times and return procedures, Customer Service is transformed from a cost center into a profit driver by exploiting the true value of e-commerce: establishing a relationship with the buyer. But the solidity of relationships is put to the test when problems arise (delays, undelivered products or other unexpected events). And this is where Customer Service can show its mettle by restoring customers’ trust (and loyalty) through service that is consistently first class and integrated across multiple channels.

Transcom has long experience of working with leading brands that offer various goods and services online. For example, clothing, fashion accessories, consumer electronics, travel, financial services and online payments. During the years, we have used our expertise to become a global outsourcer specialized in the ‘e-customer experience’:

  • Innovation: We develop personalized customer care apps and automated self-care, automatic call-back solutions for our clients to improve the customer experience.
  • Multilingualism: By offering services in many different languages, Transcom has helped many of our clients to expand into new markets.
  • multichannel approach and social customer care: We have agents who are specialized in the delicate process of managing online customer service conversations (Facebook, Twitter, chat etc).
  • Flexibility: we can cater for seasonal peaks without compromising service quality, which is guaranteed by strict control procedures and ongoing training.
  • Sales orientation: by using  specialized teams and best practices tested worldwide, we know how to encourage retention and reacquisition, which translates into growth and value for the client.
  • This value is also generated by cost reductions resulting from the mix of onshoring, nearshoring and offshoring services offered by Transcom.

Our clients confirm that they have achieved results which are both important and measurable. As the experts’ estimates demonstrate, e-commerce has huge potential. In this increasingly global, mobile and connected world, Transcom serves digital companies in all sectors with one goal in common: to become a market leader within their industry.

Author: Matteo Ferrari

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Transcom expands in Eastern Europe and opens new contact center in Serbia

Many of the world’s best-known companies have recognized the economic potential of Serbia, including Transcom, having recently opened a new contact center in Belgrade. Thanks to its geographical position at the crossroads of Eastern and Western Europe, Serbia is often referred to as the continent’s gateway and this strategic location makes it an excellent country in which to invest.

The new Belgrade site – situated in the city center district of Vracar – was officially opened in the summer of 2014.  The inauguration represents a further step forward for Transcom’s geographical expansion in Eastern Europe, as this area is a key component in the Central & South Region’s growth strategy.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

The new Belgrade Customer Experience Center, with a capacity of over 180 workstations, will initially provide near shore services, mainly for the German market.  But because of the high rate of multilingualism which is a distinctive feature of the Serbian capital, they will shortly be joined by other cost effective services in the main European languages, particularly English, which is very widely spoken, as well as in Italian, French and Spanish.

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As of today, the contact center provides customer services for an important German internet and media company and a prestigious Luxembourg-based bank .

The site went operational in August 2014 with the delivery of French-language services for the Luxembourg bank. The opening ceremony was attended by Transcom management and the entire Serbian project team, who celebrated our important partnership together with the Client. The ceremony was brought to a close, as usual, by a toast and the cutting of the cake prepared to mark the occasion.

Cutting the cake with the Client.

Cutting the cake with the Client.

The new Transcom site in Belgrade illustrates our commitment to finding new delivery solutions in countries that can guarantee our clients a perfect balance between costs and competitiveness. In the specific case of Serbia, the local market is not yet saturated and as a result the available workforce is low-cost but with a high level of foreign language knowledge.

Transcom Italy wins award for “Best contact center outsourcing partner in 2014”

The prestigious award was awarded on February 12 by a panel of experts appointed by the CMMC Club, an Italian association that brings together companies and professionals working in the customer experience management industry. The award, which can be thought of an Oscar in the contact center sector, is assigned by a panel of experts who choose the winners based on a ranking using specific parameters. This year’s award had a special focus on “innovation” and, naturally, on satisfying the needs of all the players involved, and customers and users of the service in particular.

The jury’s justification for awarding the prize to Transcom Italy mentions several winning aspects, including the outstanding innovation applied to one of Europe’s most complex and complete citizens care systems that handled over 22 million contacts in 2014  (read more about this client case here).

This contact center provides the public and businesses with pension, social assistance, healthcare, welfare and tax collection services on a multilingual basis. Staff efficiency benefits from the intensive use of knowledge management tools while our multichannel platform ensures increased service accessibility. Other significant winning factors include the standardization of the information and services delivered in multichannel mode and the traceability of interactions. Also taken into consideration was the number of job opportunities Transcom has generated in the Italian labor market.

As for the private sector, a special mention was made of Transcom’s operating model, developed at the contact center, which for the last five years has been used to manage the customers of a global online payments sector leader. The Italian team is recording exceptional customer satisfaction results through a model that empowers the frontline with this responsibility, while giving management a supporting role to play in facilitating the resolution of critical problems and improving the service offered.

I am very proud of this award and thank the entire management team and all the employees and collaborators of Transcom Italy who have worked to gain the company recognition as a market leader. Our strategic objective is now to replicate this “Made in Italy” model across the continent, to be able to offer highly innovative services to everyone living in Europe.

From the left side: Andreas Biondi (Italian Private Market Director), Emanuele Vitale (“LeonarDo Research & Innovation” Project Manager), Roberto Boggio (General Manager Central & South Europe) and Enrico Vivio (Italian Public Market Director).

From the left side: Andreas Biondi (Italian Private Market Director), Emanuele Vitale (“LeonarDo Research & Innovation” Project Manager), Roberto Boggio (General Manager Central & South Europe) and Enrico Vivio (Italian Public Market Director).