My Transcom Experience

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Author: Frank van Vels

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Transcom’s contact centers in the Netherlands and Germany achieves COPC Certification

Transcom is very proud to announce that it has achieved certification to the COPC Outsource Service Provider (OSP) Standard, Version 5.2, for its contact centers in Groningen (Netherlands) and Rostock (Germany).

The contact centers in Groningen and Rostock are the first sites within Transcom be certified to the COPC OSP Standard. The certification proves that Transcom is able to deliver outstanding customer services, with the focus on customer satisfaction, cost reduction and employee satisfaction that conform to the highest international standards and which have met operational targets, business and client objectives.

The COPC OSP Standard is a comprehensive and integrated performance management system for customer-centric service operations and is the original standard in the COPC® Family of Standards. Created in 1996, the COPC OSP Standard remains the most prestigious and widely recognized certification program for operating and managing a high-performance customer contact center.

“We are extremely proud of this achievement in both of our sites. Delivering the perfect customer experience has always been our focus. Moreover, following the COPC OSP Standard guidelines has optimized our performance and gave us a clear direction in executing new projects and in achieving growth or change at our centers. The team has proven that we are able to deliver an outstanding customer experience by making sure our interactions meet high quality standards,”says Lars van der Las, Global Operations Manager for Transcom.

The COPC CSP Standard is considered the global benchmark for excellence within the contact center industry, and achieving the certification demonstrates high level of operational and service excellence maintained consistently.

From left to right: Lars van der Las, Global Operations Manager, Christian Hulthén General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

From left to right: Lars van der Las, Global Operations Manager, Christian Hultén, General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

 

Author: Tanja Lohrmann

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Transcom demonstrates its global expertise to the German market

At the end of February 2016 the CCW fair took place at Berlin’s Estrel Convention Center. The CCW is Europe’s leading industry event for call center management as it offers a unique combination of conference and trade fair. This year’s 18th edition attracted over 7,800 visitors including board members and decision makers of in-house call centers, service providers and call center subcontractors.

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Almost 270 international exhibitors from 50 different countries were present at the trade show. Transcom had a large exhibition area, well-positioned among other service providers and global peers.

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Our participation supported Transcom’s position as global customer experience specialist. Our expert team was made up of local and regional leading management functions. Roberto Boggio, General Manager of the newly formed Continental Europe Region and Johan Eriksson, President and CEO of Transcom, joined the event.DSCN3330   DSCN3303

Their presence emphasizes the importance of the German market and its expected growth potential.

To highlight our position as the leading provider of near-shoring services for the German market, Dirk Werner, Nearshore German Market Manager, was spokesperson for prospects interested in Transcom’s near-shoring services. Aside from current clients and business partners, many prospects were seeking out our stand to gather information on how Transcom can add value to their business and to explore future collaboration options.

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Overall, CCW 2016 was a successful event for Transcom in terms of business development and demonstrating our global expertise and capabilities to the German market.

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.

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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: Daniel Illmann

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How video tutorials improve customer experience and cut costs

For the last five years, Transcom Germany has been working with a leading satellite navigation brand, offering first and second level technical assistance to drivers who buy a GPS unit. When they have trouble updating the software or other installation or usage issues, users contact our team of technical specialists at the Transcom site in Halle, Germany.

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One of the most highly appreciated features of the service is assistance offered through social media, as well as the adoption of dedicated self-service solutions. The most important example of this is the production of video tutorials, or short teaching films that guide users through all stages of using the software and hardware, from the simplest procedures to the most complex operations. The operator sends the user an email with a link to the video and provides assistance while the video tutorial on the problem in question is playing. During the contact session, the operator draws attention to the most important sections and answers any questions and doubts the customer may have. The videos can be viewed as many times as desired, from any mobile device or PC, without needing to re-contact customer service.

OPERATIONS video tutorial

Transcom made the first video tutorial for this project in 2011 (view it here) and our client company has posted it on YouTube, where it has been viewed more than 60,000 times. So far thirty or so video tutorials have been made, some exclusively for assistance staff training purposes.

We asked Transcom Halle Call Center Manager Hans-Rainer Michels to explain how this initiative came into being:

“A few months after the project launch, our client said that they needed to identify operating methods and tools to cut customer contact costs. Transcom proposed making simple, clear video guides, which can easily be viewed by users on their own. Our client liked the idea and particularly the spirit of collaboration and value creation that characterises the partnership with Transcom. The production of this tutorial has reduced the number of calls to the call center (and therefore cut costs), at the same time as improving users’ customer experience.“

How exactly does it work? How does a video tutorial start life?

Michels continues:

“The team dedicated to the project analyses the questions most frequently asked by drivers and the issues they raise and agrees with the client which subjects to produce teaching videos on. All the tutorials are produced at our Halle site using suitable software and then submitted to the client, who provides feedback in the form of additions or changes, before it is posted online”.

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.