My Transcom Experience

Posts with tag "outbound services" RSS

Author: Claudia Balboa Riquelme

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A new client at Transcom Concepcion

Transcom Concepcion continues its onshore expansion adding new customers in the local market. To illustrate this, we have recently introduced one of the leading companies in the Chilean retail market as a new client. This is one of the largest and most well-established companies in Latin America, conducting its business in different areas through various companies:  department stores, home improvement and construction, commercial finance companies, banks, travel, and insurances companies.

In late January, set on selling different types of personal insurance policies, we launched our first service for them, with 44 agents and three team leaders, and are now set to further grow the service with the incorporation of 15 employees during the month of March in order to sell a specific insurance coverage.

New service team

Our client was pleased with the first two weeks of successful sales performance. All this is thanks to the careful preparation of all involved parties, supported by the Product Specialist for quality and training issues, and the control of good selling practices. Moreover, the client is providing all the tools for effective development of new business, e.g. motivational activities, product trainings, and the development of business skills.

Today, we want to thank those who work on launching new projects. We are confident that if we keep on performing to our excellent trademark standards, we will continue to improve every day.

Author: Przemyslaw Wlodarczyk

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Transcom Poland expands the financial services team

As a result of our employees’ customer experience expertise and heavy work, one of our clients, a leading bank in Poland has chosen to extend its cooperation with Transcom Worldwide Poland. Our financial services team will be broadened by 25 specialists focused on selling financial products.

When we started the cooperation with the bank in May last year the team consisted of eight outbound specialists, one year later we have 50 specialists working with this client.

We have identified two key success factors that contributed to the expansion of the project.

First, as the team delivered high quality and met the client’s targets from day one, our client trusted Transcom not only to sell their service to new prospects, but also to their current customers.

The second success factor is the great relationship we have with the bank, which allow us to become not only supplier but a true business partner.

“Transcom’s team presents the highest motivation, creativity and positive approach to new challenges and successfully solve arising problems. As a client, we can always count on their support, suggestions and good communication. That allows us to continuously expand our cooperation.” – said client representative.

Transcom_team

The Transcom financial services team in Poland celebrating the project’s first birthday.

Five key elements of a successful sales campaign

At Transcom Sevilla we are sales specialists and we have a vast experience in generating business for our customers. Spanning a wide array of sectors, we have developed campaigns of different sizes for various products, continuously perfecting our performance. We know that our greatest contribution to the success of any campaign is to build strong and prepared teams, for as the old saying goes: A chain is only as strong as its weakest link.

Transcom Sevilla Platform

Outbound services, sales, operations

 

Therefore, we consider the human factor to be the key lever in outbound campaigns, helping to differentiate us from our competitors. As a way to perfecting our productivity and deepening our partnership with our customers, we are continuously working on improving our employees’ performance.

Taking this into account let me explain the five key elements we focus on:

 

Key factors in ales campaigns

1.    Team building

The best project is nothing if it lacks of a good foundation. We must work very close with HR department -as they are responsible for all recruitment-, and that plays a decisive role in a campaign’s success. Information is power, and we need to be able to convey the essence of the campaign and the operation, as well as our customer’s requirements, if we want to take the first step towards success.

Also, to create good teams you need to know your employees. Knowing your team’s strengths and weaknesses will help you to assign each agent to the best location. We should not be afraid of change or of adapting the profiles we have, to the services we have to deliver.

2.    Follow-up

Once we have built a strong team, it’s time to do the training. We have an excellent trainers’ team, whom are not only very good at communicating, but also possess a deep knowledge of sales challenges. This will permit them to empathize with the agents and provide them with a greater degree of experience in the whole sales process.

When possible, we must also reinforce the campaign launch with the cooperation of veteran agents that will work side-by-side with new agents. They’ll then play a double role: On one hand, their support will help to accelerate the learning curve; on the other, they’ll act as a reference for the new hired staff.

3.    Setting goals

To be able to measure the success of any campaign, it is essential to set specific goals -achievable yet ambitious-, and to count on the whole team’s commitment to achieve them. That is why it is important to establish ongoing communication channels that allow bi-directional flow of information: from the team leader to the agents and vice verse.

Thus, it is important to have individuals and team performance reports, in order to give each team member a clear outlook on their contribution to the overall objective.

It is also important to involve the whole team in the campaign strategies. We must not forget that the qualitative feedback they can facilitate us will reinforce the quantitative information we gather from the analysis conducted in a service.

4.    Results’ analysis

In order to lead his or her team successfully, the analysis from the previous day’s results is one of the most powerful tool the team leaders have. Learning from what worked (and what didn’t) during the previous day in a campaign, can be instrumental to reacting effectively in real time, keeping track if the results have been positive or setting some new strategies to minimize negative gaps.

Therefore, the contribution of team leaders to the team is essential to achieve success. Thanks to their proximity to the agents, the team leaders are the first to detect possible deviations from the campaign’s goals, and must be able to operate the different levers at their disposal to help their team to overcome obstacles.

5.    Motivation

Outbound sales campaigns can be very stressful. Each single day the agent faces the challenge to reach a goal that in certain situations is likely to cause stress. That is why it is very important to maintain a good working environment in sales platforms. This will increase the agents work satisfaction and therefore his/her empathy and productivity. To achieve this, we must be proactive in everything regarding the motivational field, creating activities that promote friendship and teamwork that have a social impact through the platform.

At Transcom we are convinced that all the efforts we put in to each of these mentioned areas will result in improved performance, and thus, increased productivity. This is a decisive factor against our current competitors.

Author: César Mesa

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How to grow and ensure results in big sales campaigns

Big sales campaigns with an exponential growth in an already large number of agents tend to represent a huge challenge in terms of maintaining stable results due to the increase of turnover rates, which in turn impacts the final service’s outcome. Therefore it is necessary to strengthen all the variables that affect both our agents’ performance and the consolidation of their achievements in order to minimize their impact on the campaign’s results.

These have been some of the challenges that Transcom Sevilla has faced  recently, with the growth of one of our clients.

In April 2013, a leader in entertainment products, insurance and legal counseling, signed a deal with a new and important partner in Spain, in order to sell its products to their customers. To that effect, they once again trusted Transcom as leading supplier to sell their products.

With the launch of this new service, we increased our platform by 90 agents. After the first months of service and a satisfactory performance, our client requested us to continue growing, and this past September we did so, reaching a team of 200 members.

To recruit and consolidate such a big number of sales agents in the same campaign, it became necessary to apply new recruitment and training dynamics, as well as strengthening the team leader structure in order to shorten the learning curve and give further support to new hires.

To accomplish this, it became necessary for the team leaders to collaborate in the recruitment stage, supporting the interviews and the selection process. In the training stage, sales workshops were set up to reinforce agents’ sales skills and to ensure the successful identification of customer needs. At the start of the production stage, we established personal coaching for newly hired agents, guiding them towards positive call resolutions.

All actions carried out last September helped us to meet the needs of one our largest sales campaigns in Sevilla, with over 250 agents committed to our client.

We appreciate our client’s trust in Transcom, the fruit of good, solid work, and we can now focus on improving results, in order to cement our status as this client’s leading provider.

Author: Agustín Romero

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Transcom employee nominated to the Fortius Awards in Spain

On the 30th of January, the Fortius Awards Gala was held in Madrid. The event is organized by the Spanish Association of Experts in Customer Relations (AEERC) and awards the best profiles within the call center industry in Spain.

It was an honor for everyone at Transcom Isla Sicilia that our colleague Carmen Segura Rojas, who works as a Customer Service Agent for a major Spanish insurer, was one of three finalists in the category of Best Agent of the Year in outbound services.

Receiving this nomination is a result of Carmen’s outstanding work; she is a person committed both to serve the client in the best possible way and as well as support and encourage the team she belongs to.

When we shared the news about the nomination to our client they communicated their congratulations to Carmen and the team:

“Transcom’s daily support is vital for us. We wish to thank the whole Transcom team for doing things the way you do.” 

Fortius Awards 2013

For Carmen this experience has been rewarding at all levels:

“Professionally, it means a lot to me that Transcom elected me to represent them in my category. This has given me confidence in my job.

In regards to our client, I think it has been very positive for Transcom, because it shows that the team working on their product is excellent -as they have let me know through multiple email messages and a lovely Orchid bouquet.

Personally, I have not enough words to thank all my colleagues for the enthusiasm they have showed these days; I have received support messages, a dedicated song and they have even given me flowers to help me overcome my disappointment after not having won the big award.

The gala night was entirely in the Oscar’s style; we had a photo call, the delivery of diplomas and lots of pictures… It was quite an experience!

I want to thank the Transcom management for believing in me and making this possible.”