My Transcom Experience

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Author: Tanja Lohrmann

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Transcom Halle moves to new premises to meet growth and market demand

Transcom Germany’s second site in Halle was established in 2001 and after 14 years the office has relocated to another district in town. The new site is situated in a residential area in the Halle-Neustadt neighborhood, near the town center.

The entire contact center has moved to the top floor of a large furniture store, which has been modified to satisfy Transcom’s specific needs. The location of the new site, which is well-served by various forms of public transport, is highly appreciated by employees and makes the work of the HR department easier in their search for new talent.

The move also supports growth, because the new offices can accommodate work stations for over 600 employees. The availability of more space represents a big advantage, allowing Transcom to grow rapidly and improve its position on the German market. Offering numerous work stations from the outset, the Halle site represents the ideal way to quickly satisfy the needs of new or existing clients that want to start working with Transcom or extend the scope of their activities.

Halle Collage 1

Transcom Halle has 320 employees today, providing inbound, outbound and back office services on various projects for international clients, including customer assistance for a leading producer of satellite navigation systems. Over 60 agents work on this project, performing back office operations and providing first and second level technical assistance. One special feature of the project is the provision of assistance services via social media and, not least, the implementation of dedicated self-service solutions.

Halle Collage 2

In 2015, the Halle site launched a new B2B technical assistance service project for the Information Technology subsidiary of a major German retail group, in which operators provide support for department store sales staff in the event of technical problems with cash desk systems. The other clients served by the Halle site are in the telecommunications and financial services sectors.

The move in May 2015 to a new site with more space was needed to support growth and cater for market demand, with the ambition of growing together with our Clients.

Author: Matteo Ferrari

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Transcom Serbia celebrates a successful year and looks to the future

In August, Transcom Serbia celebrated its first anniversary in business. When we launched our operations in Serbia, our aim was to create a new multi-lingual hub in the Balkans, and to provide outstanding customer experience to leading European companies in various sectors.

A year later, we can confidently say that we have achieved and surpassed our objective. Today, Transcom Serbia serves eight markets in six different languages and employs about 200 people. As gender and equality is a prioritized focus area in our overarching CSR program Transcom Cares, we are also very proud to announce that nearly 75 percent of our workforce are women.

Our portfolio of clients includes market leading brands in various sectors (financial services, internet, media, ecommerce and retail) and is experiencing rapid growth as a result of the competitiveness of the Serbian market.

To celebrate Transcom Serbia’s first fantastic year to thank everyone for their excellent work, we  hired a boat and went for a cruise on the delta of the two great rivers that flow through Belgrade, the Sava and the Danube.

 EVENTS Belgrade boat

We organized a fantastic party on the boat, where we met the families and children of some of our employees, listened to some good music, enjoyed some delicious food and admired the view of Belgrade from the river in a great party atmosphere. And to end on a high note, we dived into a gorgeous birthday cake and raised a glass of champagne to toast a successful year and the brilliant future we are all looking forward to.

 EVENTS Belgrade

 

At the present time, our sector is in the midst of a radical transformation, driven by the opportunities opened up by new digital technology. Transcom is in the front line to seize these opportunities and transfer the best innovations to the services it offers clients. As can be seen, here in Belgrade too we are ready to enter the era of digital customer experience.

 

EVENTS Belgrade cake

Transcom improves travel and leisure experience for a leading operator’s customers

In May 2015, one of the world’s largest travel operators became our client. The company, which operates exclusively online, offering leisure solutions and ideas to millions of users worldwide, has a significant presence today in Europe and particularly in the United Kingdom, Germany, Spain and France. In this framework, Transcom acts as a strategic partner, providing efficient multilingual, multichannel assistance services and managing customer service activities on the European market.

Leisure Day

Our client offers a huge range of travel services on its website (hotels, flights, holidays, car hire, cruises), with an entire section devoted to the leisure offering, featuring special theme packages in the areas of sport and adventure, events, concerts, wellness packages, original gift ideas, tickets for football matches and much more.

The customer service activities entrusted to Transcom’s multilingual team cover the entire range of services and aim to ensure that users receive the best possible travel and leisure experience.

SALES collage leisure

The most important requirement expressed by the client was to combine high quality multilingual services with a competitive price model. The solution proposed by Transcom fully satisfies this expectation and today provides quality at the highest level and the best possible customer experience in various languages out of two different operating centers: Budapest and Tunisia.

Transcom’s presence in so many different areas of the world and the consolidated experience it has accumulated in the travel sector underpin the success of the partnership and open up possibilities for further collaboration outside Europe.

Author: Sarah Wass

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Transcom Cares in Leeds supports Candlelighters – fighting children’s cancer

The Transcom Leeds team has always been very proud to support local charities in our area. Back in the summer of 2014, our team decided that a charity of the year would be elected to support the Transcom Cares initiative.

Each team decided on which charity they would like to elect as their charity of choice, and was subsequently opened up for voting.

All charities were very worthy causes; however since June 2014 The Candlelighters Trust was established as our chosen charity of the year.

Candlelighters Logo

The Candlelighters Trust was established 40 years ago by two parents in the local area to the Transcom Leeds office, whose child had been diagnosed with terminal cancer. They identified that more support was required for families and today, the charity is still run by parents of children who have or have had cancer.

So, whether it is through the support of the friendly staff and experienced counselors, that ‘home away from home’ environment they nurture on the ward in Leeds or funding vital research into new treatments and cures. Candlelighters is determined to support each and every person impacted by child cancer.

From the time of diagnosis, Candlelighters ensures that everyone knows where to turn for that essential support. Every family is allocated a social worker, who will be there to provide advice on a wide range of issues, from coping with the emotional demands of treatment to resolving financial difficulties.

The social worker can simply be there as a friendly face, a shoulder to lean on or someone to talk to. Or they can provide practical help such as arranging applications for hardship grants or arranging holidays for terminally ill children with their loved ones who may not have the opportunity again.

Over the last year, the Charity Committee, Chris Davis Katie Steward & Lucy Ibbetson, with the support of the entire Leeds team have held a number of charity fundraising events. Most recently, we had a bake off competition and raised £580.64

Transcom Cares in Leeds supports Candlelighters – fighting children’s cancer

Photo originally published at Candlelighter’s Facebook page.

 

We are delighted that our contributions are helping to fund a brand new family support center which offers respite care for family members and children.

You can see and follow their progress on the Candlelighters’ Facebook page as well as details of the support Transcom and other supporters are doing for this great cause.

LeonarDo @ work – Transcom pilot projects to improve Customer Experience

In recent years, continuous transformation, evolving technology and huge social media growth have exponentially increased customers’ influence over your brand and radically modified the way that companies do business.

Recently, “Customer Experience” has been defined as “how your customers perceive their interactions with your company as a whole” (cit. Manning and Bodyne). This means that the customer experience is determined by each of the touch-points through which the customer interacts with the company.

Interactions with the products and services on offer aren’t the only factors contributing to the customer experience, which also include contact with the website, the contact center operator, brand image and advertising, social media conversations, information brochures, etc.

Customers judge their experience by assessing their interactions with the company based on three parameters:

Meets needs;
Easy, i.e. how easy it is to buy a product, use a service and obtain technical and commercial assistance;
Enjoyable or engaging, i.e. the emotional and rational response to the customer experience.

INNOVATION piramide Forrester ok

Transcom has launched a series of projects to strengthen the Customer Experience across the entire customer journey, with a special focus on all touch-points and in particular on Multimodality and Analytics.

Multimodal interaction allows customers to access services directly from their smartphones and tablets, using a highly evolved interface that fully exploits the device’s advanced functions (camera, data connection, payments, etc.). This translates into:

Simpler user/system interaction through a mobile interface;
Concurrent transmission and reception of data and   documentation;
Data entry on device (tax code, credit card number, etc.);
Transfer from chat to voice or video call.

Transcom Customer Care Channels

In addition, using advanced data analytics tools, Transcom has launched a project to analyze the interactions between the company and its customers in a detailed and structured way, including their behavior and preferences, in order to improve the quality of the service provided and how it’s perceived by the customer.

Here are some examples of the analytics projects under development to support our Clients:

Customer Journey analysis, Net Promoter Score (NPS)   identification and monitoring;
Advanced customer behavior analysis (heavy detractors,   detractors, neutral, promoters,…) to identify ways to maximize   satisfaction;
User profiling and customer experience personalization;
Predictive analysis to assess the customer’s needs in advance.

 

Analytics: decision tree

Analytics: decision tree

These are just some of the pilot projects developed at our LeonarDo research center in L’Aquila, where a team of experts began to work a few months ago by fully exploiting the huge potential offered by new technology.

Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider

Our client, a lifestyle fashion company that offers an engaging and personalized shopping experience to over 35 million members worldwide through its portfolio of brands, was looking for a new partnership for enabling a multi-lingual customer service in a fast growing environment. In 2014, Transcom was selected as the new strategic partner to support the client’s European multi-channel and multi-lingual inbound customer service operations.

Transcom finalizes multi-lingual customer service transition for an innovative e-commerce provider_1

All our client’s customers become part of a membership program and member service is setup as an integral and essential part of their business strategy to provide a seamless member experience, which ultimately leads to business growth. Professional management of order inquiries, returns & exchanges, billing inquiries and retention activities are the key objectives in this strategic partnership. After an initial 6-months pilot phase, we have now agreed and signed a two year contract.
Transcom operates worldwide through 54 contact center across 23 countries, delivering services in 33 languages to over 400 international brands in various industry verticals.

A stable customer satisfaction level in the transition phase and clear improvements of customer experience (proven by KPI development) after full transition have shown that Transcom’s proposed solution meets exactly the clients requirements. Now the customer service organization is perfectly prepared for further growth scenarios for different languages and European markets.