My Transcom Experience

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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.

Author: Sanjin Korac

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Handmade Day: we cultivate what we’re passionate about!

In February, Transcom Pula organized a “Handmade Day; offering some of our staff the possibility of showcasing what they personally have a passion for, over and above the enthusiasm they invest in their everyday work.

Handmade Day in Transcom Pula_1
The Handmade Day was created as a company integration project, designed to bring people together who, during the day, are focused on their own work and risk sometimes losing sight of the bigger picture around them, which is made up of many different people with different interests, passions and skills, some of which you’d never have expected them to have. The “Handmade Day” event turned the meeting room into a showroom where our staff could get together and admire the creativity of the people they work side-by-side with every day.
Handmade Day in Transcom Pula_2
20 employees presented their creations and there was a surprising variety on show: from knitwear to natural soap, from vinyl record clocks to creams, magnets, jam, paintings, jewelry and a whole host of artistic creations ranging from the abstract to the traditional. We were pleased to discover that our co-workers put a lot of passion into everything they do, not only when they are managing customers on the phone, but also in their free time. This initiative encouraged interaction and an exchange of ideas, as well as sparking new collaborations between all the participants. But most importantly, it helped some of our co-workers overcome their shyness and proudly show off their talent.
Handmade Day in Transcom Pula_3
While almost everyone initially visited the showroom out of a sense of curiosity, it is to the credit of our “artisans” that many of them left with a souvenir or an ornament to wear or to show off at home. “Buyers” donated what they liked for their “purchases” and the symbolic amount raised was donated to the humanitarian association “Nas san njihov osmijeh” (“Our dream, their smile”, a group of volunteers offering support to the needy through fund raising events, lotteries, concerts and humanitarian initiatives).
Handmade Day turned out to be a great success, and as it was greatly appreciated by everyone we will certainly be organizing other events in the future. Like it? If you liked the event and want to be informed about future initiatives, follow our Facebook page!
Author: Tanja Lohrmann

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Transcom Germany’s City Cycling team shows ambition and health consciousness

 

“City Cycling” (“STADTRADELN”) is a European initiative from the Climate Alliance. Members of the Climate Alliance support the reduction of CO2 emissions and stand up for climate protection. This year almost 300 local authorities in Germany will take part in the initiative. The aim of this promotional event is to draw local politics’ attention to cycling infrastructure and to promote public cycling as a sustainable alternative to motorized mobility in general. You need to remember that around one fifth of the carbon dioxide emissions in Germany are traffic related. Over 80 teams actively participated in “City Cycling 2015” in Rostock.

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As we at Transcom Rostock have many passionate employees taking the bicycle to work every day we did not hesitate to register the “One Transcom” team for the City Cycling project. Over the three-week campaign period more and more dedicated and passionate employees joined our team by registering, counting their personal kilometers e.g. going to work or cycling in their spare time and filling in their daily or weekly results online or using a special App. There is a local community ranking as well as a team ranking comparing the teams in Rostock.

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After three weeks the results were announced: Our ambitious employees cycled a total of over 3100 km! That’s the same distance as cycling from Rostock in Germany to Gibraltar in Spain.

The “City Cycling” initiative was a good opportunity to drive environmental awareness and health consciousness at Transcom, as well as promoting team spirit and keeping us active and healthy! It was fun being part of our dedicated team, encouraging each other and eagerly tracking the ranking with excitement every day. The employees’ team performance brought us place 26 out of 80 teams in Rostock! The employees’ involvement promoting the “One Transcom” thought and their great cycling performance were rewarded with little gifts and bicycle accessories.

We are already looking forward to “City Cycling 2016″ to get even more of our employees involved and active.

Author: Tanja Lohrmann

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Transcom stands out at Call Center World 2015 as it celebrates growth in Germany

The CCW 2015 took place at the Estrel Convention Center in Berlin in the end of February. The 17th edition of Europe’s largest fair for customer service, call center and communication has a long history and the who’s who of the industry traditionally meets at CCW. This year over 7,600 visitors attended the fair to gain a complete insight about innovations, new technologies and trends in the customer service and call center industry.

Over 250 exhibitors from 50 different countries were listed which underlines the global impact and internationality of this year’s CCW. Our participation in the fair aimed to confirm Transcom’s position as global customer experience specialist and celebrate our recent significant growth in Germany.

Transcom had a large, well-located exhibition booth which attracted many prospect clients, existing clients and media representatives. Transcom team managed to gather promising contacts that will certainly support Transcom’s planned expansion on the German market. We were also happy to meet other possible partnering vendors, recruiting companies and potential employees.

Transcom stand and the German team at CCW 2015

Transcom stand and the German team at CCW 2015

The CCW exhibition represented the best opportunity to announce our business results and celebrate Transcom Germany’s rapid growth in 2014. In order to face the growing demand for Transcom services, Halle’s operating site is being expanded. A move to a new location, with a significant increase in the size of operations area, will take place in the second quarter.

Also Rostock site is continuing with the growth trend and an expansion of the production areas is under evaluation. These investments were necessary since we have extended our client base in Germany and further strengthened our relationship with existing clients.