My Transcom Experience

Posts with tag "outbound services" RSS

Transcom Poland’s services supports sales growth for a global bank

Transcom Poland works for a leading bank with about 200 million customer accounts and operations in over 160 countries and jurisdictions. It provides consumers, corporations, governments and institutions with a broad range of financial products and services, including consumer banking and credit, corporate and investment banking, securities brokerage, transaction services and wealth management. The bank combines experience in Polish banking tradition with a modern finance model and for the last few years it has been an undisputed market leader.

In 2013, Transcom was selected to be the bank’s strategic sales support partner. The goal with the partnership was to help the company enhance business performance by improving sales solutions and innovating new sales approach.

Transcom did actually exceed these expectations. We are specialized in selling banking products by phone, which is an extremely challenging task to perform in compliance with the strict formal and legal requirements applied to this process. Transcom also provides the most effective tools and solutions to carefully manage the delicate back office processes.

OPERATIONS Polish bank

Today our client acknowledges that Transcom has achieved two strategic goals, which have had a direct, positive impact on their business performance:
• building and developing a new telesales channel
• increasing the banking product sales rate

In 2014, our client’s credit card sales rose by 30%, which was largely the merit of Transcom. Moreover, our dedicated team maintains a constant focus on service quality to ensure that the bank’s customers receive the best possible customer experience, transforming the customers to valuable brand ambassadors.

Pile of credit cards, narrow focus.

It is no coincidence that Transcom received several awards and public acknowledgments from the client in 2014.

Transcom Gdansk began this outbound sales activity late in 2013 with ten agents and during 2014 our team grew to 65 agents. In September, we decided to duplicate the team in our other Polish site in Olsztyn, where we started with 15 agents and now have 30. Today one hundred people are working on this project and we expect the team to grow still further.

We are confident that Transcom will continue to support the bank’s sales growth with important achievements and that our partnership will grow stronger and stronger, in a spirit of mutual satisfaction and continued trust.

Removing the fear of closing a sale

The moment of truth of any sales services is when the agent has to make the final question and ask for confirmation to close the deal. But it is also a loaded moment for most of the agents that may experience what we call: fear of closing.

Experience tells us that we can only influence around a 50 to 55% of the persons we contact during our workday. Although we would like that all these individuals accepted our offer or product, we know that this is not at realistic target. Furthermore, we have to be aware that our customer’s refusal in most cases is due to a set of variables as the price, their economic situation, bad previous experience etc. All these factors have nothing to do with our agents’ performance.

When facing a challenging customer, the agent tends to conclude that person is not interested. This negative mindset generates itself a negative response. Therefore, to minimize the risk of a negative answer we must be mentally positive and not let our attitude impact the outcome of the call.

At Transcom, we continuously invest  in our agents’ training and spend many hours on product training, telemarketing techniques, techniques for dealing with conflict situations, teaching agents how to handle objections, etc…But do we invest enough time to teach agents how to introduce the “closing question”, are we investing enough effort to prepare them for a refusal, and eliminating their psychological barrier to the customer’s negative answer?

In order to prepare our agents to overcome the apprehension they may have to face in a call we must work through training and role play, practicing different situations that we will find in our daily work life.

We are convinced that the success of a good education and training depends on several factors:

  • Adequate knowledge of our products so that every agent properly can explain the benefits in case the person decides to close the deal during the call.
  • Empathize with our customers to create a trusting environment that results in an acceptance of the call as a valid sales channel.
  • Eliminate fears to solve any query or objection posted by our customers, learning to turn those weaknesses into strengths that customers can appreciate.
  • Overcoming fear of rejection, which causes insecurity, and therefore a call lengthening when making the final closing question.

By training our agents in all the mentioned points above we will be able to perform a graceful closing call and to achieve a positive resolution in a higher success rate for our clients.

If we want to improve our customer experience, we must be able to empathize with customers and make them feel comfortable during the call. In each interaction we must ensure that our customer feels that the decision is theirs.  Only working with these principles we will be able to consolidate new customers, improve our customer’s satisfaction index and, possibly, increase the rate of persistence by achieving a greater sense of affiliation between the customer and our partner.

Author: Jolanta Budzinska

Tags: , , , , ,

Transcom Poland is one of the Masters of “Sales Elite Winners”

Transcom continues to develop our professional and high level cooperation with a banking client. In this context, we received an invitation to the “SALES ELITE” event. We were selected for outstanding contributions to the distribution of banking services during the month of June 2014. Our hard work and achievements in the sales area are appreciated by our most important stakeholder – our Client.

One of Transcom’s Leaders – Łukasz Onopa, who was involved during the creation and launch of this project at Transcom, received an invitation to the awards ceremony: “Looking forward to welcoming you in person to what promises to be another fabulous afternoon of fun, food and fellowship.” He had a chance to meet and talk with members of the Board and also Directors of individual Departments. It was also a possibility to exchange experiences and opinions with other of our client’s partners.

lukas

This was the Greeting from the Sales & Distribution Division Head:

“Congratulations for winning the SALES ELITE award for June. It was great to meet you in person and celebrate your success. I hope you had a good time. I look forward to welcoming you in the next SALES ELITE Lunch Ceremony in the second half of October, so do your best and become a winner again.”

Elite

This Ceremony also motivated us to drive even higher sales results in the future. Of course, we would like to be a winner as often as possible!

We also participated in the next edition of “SALES ELITE”. We were selected for outstanding contributions to distribution in the month of November 2014. We had the opportunity to meet with the President of our Client and the Head of Consumer Banking, among others.

This time our Winner was Aneta Zakrzewska, who has consistently achieved above-average sales results month after month. An additional factor was the fact that Aneta is one of Transcom’s biggest  promoters. She introduced several people to our sales project, who have also achieved very good sales result. Aneta, Thank You.

Aneta

 

Due to our great results, we have significantly expanded the number of agents on this project at our site in Gdansk. We have also added additional people working on this project at our Olsztyn location. Who knows what Transcom can achieve with this client next year…

Author: Claudia Balboa Riquelme

Tags: , , , , ,

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.

How Transcom Sevilla uses sport as a motivational and performance improvement tool

At Transcom we know that one of the key success factors in our business is our adaptability. That is why we at Transcom Sevilla strive to differentiate ourselves from our competitors by having well-trained sales teams, with the ability to sell any product, from insurance, up to banking, telecommunications, leisure, etc… It helps us to get the best results for our clients.

For any outbound team, to reach sales targets is essential for the success of the service; however, it is not easy to achieve high performance.

Given the current economic situation, selling is much more complex than it used to be. It is a fact that consumers have more ways to review and compare the information provided by companies, which makes them even more demanding, and as a result, it is more difficult to close the sale.

Mountain bike team Transcom Sevilla

Therefore, we must strengthen tolerance to frustration, and not get discouraged by the numerous negative answers that we receive daily. Many times this is a distinctive feature of the sales process, but we must nevertheless work together to build a motivated and strong team.

Motivation may be tied to financial benefits, but this is not the only or the best way. We can also activate different handles, as games, group dynamics, competitions, etc … so that all employees feel part of a team and fight for a common goal.

In this sense, sport is an ideal option, as it is a way for peers to improve their welfare, combating tension, stress and monotony, which undoubtedly affect employee productivity.

For this reason, the Training and Quality team decided to create a Mountain Bike group helping the agents to identify themselves with the values of sport: respect, healthy living, teamwork, fair play, effort, and ability to overcome frustration.

Mountain bike team Transcom Sevilla

Each week, new challenges are set, new routes are designed to avoid routine and to increase communication and interpersonal relationships with different partners from different areas of the company, resulting in an improved working environment.

A group of employees becomes a team when all its members learn to work together, in the search of a common goal. A team that improves their interpersonal relationships outside the workplace will also work in a better environment and therefore, will increase their professional performance.

Author: César Mesa

Tags: , , ,

The voice is the first telemarketing tool

Some people perceive telemarketing as an annoying sales technique. To them it’s nothing but a non-requested call made from a contact center in order to sell a product in an unexpected moment to an unknown customer.  In fact, it is commonly accepted that telemarketers mechanically read a script to offer a particular product. But I want to talk about our outbound business from the Transcom perspective. We follow a non-intrusive, well-structured strategy, and we handle each call with the utmost respect for the consumer. There is, of course, a sales argument prepared to capture the customer’s attention quickly and to expose, briefly, the product’s main benefits. Conducted by well-prepared professionals, it is a sales tool that performs very well even in a difficult economic context such as this. However, as all commercial approaches, telemarketing has its own ‘moments of truth’, with the added difficulty of not being able to rely on nonverbal communication; we must focus our effort in how to handle the initial contact.

Transcom_13

To connect with another person over the phone, we can only count on our auditory perception; the only tool that the telemarketer has to keep the customer’s attention during the first seconds of communication is his/her voice. Deprived of eye contact, the agent needs to engage in active listening, paying attention to what and how his/her interlocutor expresses. Any nuance in the voice tone can be decisive and can help reveal our customer’s motivation to buy our product. We should try to ‘tune in’ to the client as quickly as possible. To do this we must adapt our voice to our interlocutor, using key words or phrases that help us to inspire confidence and the utmost respect for our client’s time, even proposing to postpone the call to a more suitable time if necessary. Seeing as a strong voice tone might seem aggressive and create resistance, we prefer to use an interrogative and neutral tone to handle any possible objections our client may offer. Having gained the attention of our talker, it is essential to be clear about our sales goal and structure the call in order to transmit our message in the best possible way. So in addition to making a good product explanation, we have opted to avoid long calls that might risk losing the client’s attention. Once we have reached this point, the persuasiveness and commercial techniques of each agent will play a main role. Regardless of having achieved our goal or not, we will always finish our call appreciating the time that our customer has spent with us, ending with a cordial farewell in order to leave a good memory.