Each year, one of our main clients in the telecom sector organizes a motivation program called “Customer Champion”. In the latest program, supported by a well-known mobile phone brand support, they rewarded the best agents with an amazing trip.
“The Customer Champion” program represents the first time that our client brings together the customer care and sales departments’ agents under the same flag. The group was formed by in store vendors and contact centers’ staff, a big community sharing the same objectives and focusing in the final customer.
In October 2013, our colleague, Roxana Borello, met 299 other participants from 20 countries in Punta Cana (Dominican Republic) to enjoy a few days full of surprises, team working, and lots of activities. Roxana had an amazing experience, and she wants to thank Transcom and our client for its support and trust. In her own words, “it is a veritable pleasure to work in a company that values its employees and encourages the continuous improvement”
Roxana had the opportunity to visit a desert island, to sail a catamaran, attend to an award ceremony during a beach party, and have a look to the latest mobile phones models… A truly unforgettable experience!!!
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.
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!
One of the leading telecom companies in Latin America has chosen Transcom Concepción to outsource some of its telemarketing services.
In May of this year, we began a telemarketing service in Transcom Concepción, selling home products (landline + internet + TV). We started with a team of 20 agents, and today we have over 50. Transcom Concepción has managed to position itself as a leading supplier in this context of rapid growth, essentially thanks to a recruitment effort that has resulted in a mixed team of existing Transcom agents and newly hired staff, both groups with a strong commercial profile.
Since the very beginning, Transcom’s values and quality standards have been key to establishing a strong and consolidated client-provider relationship, and we hope to achieve new successes together.
In a recent interview, Paolo Bertoluzzo, Chief Executive Officer at Vodafone Italy and South Europe, stated that “there are 30 different telecommunications providers in 27 countries in Europe, while only 4 providers serve almost the same number of users in the United States. In the future, an industry consolidation is expected in Europe and the first signs are already visible.”
Thanks to the expertise Transcom has developed in the Telco industry over the years, and since we are serving the largest Telco players in Europe, I would say that we are well-positioned to play a key role in this changing industry landscape. We are ready to fully support this evolution and become a strategic BPO partner to Telcos willing to run transformation projects and lead the evolving European telecommunications market.
I believe this evolution represents a great opportunity for Transcom’s European team to bring to bear our deep industry expertise and our leadership in customer experience management to successfully address these market leaders’ top priorities, with programs specifically designed to drive their sales growth and build customer loyalty.
Anticipating the new requirements in this evolving market, Transcom is adapting its services to new technologies and tools in a completely mobile multi-channel and multi-device environment. Customer support will embrace social media to an even greater extent than today and new business models will take shape. Transcom is definitely facing up to this challenge and we are playing to win together with our clients. Our objective is to tighten the partnership with our telecommunications clients and strongly support their rapid growth strategies while reducing their costs, thus helping them to become market leaders in the new European Telco landscape.