My Transcom Experience

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Author: Agnese Cotardo

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Improved customer experience and reduced cost through speech analytics

Speech analytics is one of the fastest growing tech segments in the contact center market. This is a technology that delivers rapid insight into a range of improvement opportunities, based on an analysis of a large number of customer conversations. Some of the benefits of speech analytics include an improved understanding of customer behaviors, potential revenue opportunities, as well as positive and negative aspects of service interactions.

Highly effective tools exist to perform this analysis and they are extremely interesting for companies like Transcom who regard customer care as their core business. There are many opportunities to improve customer satisfaction and Net Promoter Scores (NPS) through speech analytics. For example, a search on terms with negative implications can help identify detractors or potential detractors, as well as the reasons for poor customer satisfaction.

INNOVATION image

Gartner, in its report “Getting Value From Speech Analytics in the Contact Center”, describes the most innovative aspects of a speech analytics tool:

  • Emotion detection: monitoring the words used and changes in tone of voice and volume reveals the emotional state of the customer and the operator.
  • Conversation analysis: separating the customer and operator sound tracks makes it possible to perform a detailed analysis of the progress of the conversation. Occurrences like a long pause in the conversation or speaking at the same time are flagged as potential interaction issues. Breaks in the conversation, for example, suggest that action should be taken to improve operator preparation, while speaking at the same time can point to a dissatisfied customer.

Through its LeonarDo 2.0.14 Research, Development and Consulting center and through our collaboration with third-party companies, Transcom can offer speech analytics solutions that allow our clients to:

  • Improve the Customer Experience;
  • Reduce operating costs;
  • Improve service quality;
  • Identify cross-selling and upselling opportunities;
  • Accelerate the generation of new business;
  • Reduce Customer Attrition.
Author: Claudia Balboa Riquelme

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Transcom Chile launches new outbound service for local client

One of Transcom Chile’s main priorities is to expand our local client base. Therefore, we are pleased to announce the launch of a new outbound service for a client within the financial sector.

The client is one of the leading financial institutions in Chile in terms of market share and by its financial strength and profitability. Our new client pays special attention to the quality of the service it provides to its customers. The new outbound service for accident insurance and medical emergencies was launched in mid-June.

New team in Transcom Chile

Initially, the team consisted of nearly 40 people. However, following the successful launch of the project, and in view of the good results, our client requested 15 additional people for their team.

The hard work of our Product Specialists in terms of quality and training, good control of sales practices, and the close partnership with our client regarding support, motivation and education has resulted in the creation of a united team, prepared for delivering the best customer service and results possible.