My Transcom Experience

Posts with tag "Retention" RSS

Author: Fidel Rodríguez

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Innovative teamwork in Transcom San Fernando provides business intelligence to telecom client

There are few markets as competitive as the Spanish telecom sector. To point this out; from January to May 2013, more than 2.9 million of mobile portabilities took place in a 55 million active mobile lines market, which means a portability of 5.65%.

In addition, if it has always been important to build customer loyalty and retain existing customers, the current financial situation has made customer loyalty a high priority issue for telecom companies. Especially as the decrease in mobile lines is a new reality that mobile operators have to face. In May 2013, there were 5% less mobile lines in Spain than in May 2012.

In this context, and in order to improve our retention service for one of our main customers in the telecom sector, our center in San Fernando, Madrid, has set up what we have called “Observatory of Convergence”.

The Observatory of the convergence team

We have organized the agents into groups together with their team leaders. Each team studies and deeply analyzes the commercial offer of the assigned mobile provider, making a comparison with our customer offer and develops arguments to achieve the cancellation of the portability.

These experiences are then shared among all teams which generates an atmosphere of involvement and team work that increases the service quality for our client. Furthermore, we are providing added value to our customer by transferring an updated overview of the market situation and what effect their current offers have on the final user.

Consolidation of the partnership with an innovative broadband provider: the new contract crowns a success story

Transcom Italy began working with this client in 2010, managing customer care and retention activities from the Bari site. As time passed, good results and client relations gradually drove business growth. In 2011 we were also assigned the provisioning service, which began the diversification process.

In the three years since the project was launched, as a result of high-quality performance and organizational stability, the number of sites managing services for this client has risen to four, representing a significant increase in volume, but most importantly a substantial strategic change in how the service is managed, which has further consolidated the partnership.

SALES partnership image

In light of our extensive knowledge about customer care processes, the client and the market, Transcom was chosen as strategic partner to tackle the challenge of providing complete end-to-end coverage of the services offered to our client’s customers, taking a proactive role in all stages of the Customer Experience Management project, also promoting remunerated activities and generating Customer Efficiency.

Behind the consolidation of our agreement with this important broadband provider lies a team of skilled and motivated people who work with a high level of commitment and enthusiasm at every site to achieve the excellent results expected by our Client. This too is Customer Experience!