My Transcom Experience

Posts with tag "Transcom Iberia" RSS

Removing the fear of closing a sale

The moment of truth of any sales services is when the agent has to make the final question and ask for confirmation to close the deal. But it is also a loaded moment for most of the agents that may experience what we call: fear of closing.

Experience tells us that we can only influence around a 50 to 55% of the persons we contact during our workday. Although we would like that all these individuals accepted our offer or product, we know that this is not at realistic target. Furthermore, we have to be aware that our customer’s refusal in most cases is due to a set of variables as the price, their economic situation, bad previous experience etc. All these factors have nothing to do with our agents’ performance.

When facing a challenging customer, the agent tends to conclude that person is not interested. This negative mindset generates itself a negative response. Therefore, to minimize the risk of a negative answer we must be mentally positive and not let our attitude impact the outcome of the call.

At Transcom, we continuously invest  in our agents’ training and spend many hours on product training, telemarketing techniques, techniques for dealing with conflict situations, teaching agents how to handle objections, etc…But do we invest enough time to teach agents how to introduce the “closing question”, are we investing enough effort to prepare them for a refusal, and eliminating their psychological barrier to the customer’s negative answer?

In order to prepare our agents to overcome the apprehension they may have to face in a call we must work through training and role play, practicing different situations that we will find in our daily work life.

We are convinced that the success of a good education and training depends on several factors:

  • Adequate knowledge of our products so that every agent properly can explain the benefits in case the person decides to close the deal during the call.
  • Empathize with our customers to create a trusting environment that results in an acceptance of the call as a valid sales channel.
  • Eliminate fears to solve any query or objection posted by our customers, learning to turn those weaknesses into strengths that customers can appreciate.
  • Overcoming fear of rejection, which causes insecurity, and therefore a call lengthening when making the final closing question.

By training our agents in all the mentioned points above we will be able to perform a graceful closing call and to achieve a positive resolution in a higher success rate for our clients.

If we want to improve our customer experience, we must be able to empathize with customers and make them feel comfortable during the call. In each interaction we must ensure that our customer feels that the decision is theirs.  Only working with these principles we will be able to consolidate new customers, improve our customer’s satisfaction index and, possibly, increase the rate of persistence by achieving a greater sense of affiliation between the customer and our partner.

Author: Agustín Romero

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Adding value in employee care service

Twelve years ago, in Transcom Isla Sicilia we launched a service to support of our client’s employees in all HR related questions. The client is one of the largest global financial institutions.

Before Transcom’s involvement our client’s employees had direct contact with their HR department. Now they need to call us with all their inquiries. Our first challenge was to provide them with the same personal and direct service, now over the phone, and make this a positive experience for them. To achieve this, we used all our tools, professionalism and kindness in addressing and resolving their questions.

Of course a good service attitude is important but people expect us to resolve their issues quickly and accurately. The continuous training we receive from our client is very helpful in this respect. The open communication that we have with our client regarding their priorities and goals is also very important.

Isla Sicilia Employee customer care team

Last but not least; the people delivering the service, working as a team, sharing knowledge, motivating and helping each other. In short, acting like one and offering their best every day.

It has therefore been an honor for the team to receive the excellent results of the annual survey conducted by the HR department of our client. The aim of this survey was to get their opinion about the service we provide.  The results were more than satisfactory, reaching the highest levels of satisfaction from the begining of the service. In all the questions asked, we have surpassed not only last year’s score but all of the previous years.

Our client recognizes the Transcom values, the commitment of our employees, their enthusiasm and ability to contribute with new ideas to improve the service provided. That it is what sets us apart and permits us to add value to our clients.

 

Author: Cristina Martinez

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Lean Customer Experience Journey

“Lean” thinking has many practical applications for reaching a goal, also in our industry. Today, I would like to talk about how a “Lean Customer Experience Journey” can be used to create a great customer experience with a positive impact on brand loyalty and a competitive advantage for any organization.

Thanks to the huge amount of data managed in our contact centers, we are able to generate insights that help us better understand customer needs. This is without a doubt the key to making well-founded decisions when defining business strategy.

The Customer Experience Journey Mapping approach that we offer our clients – with a Lean approach to analysis, diagnosis and solution development – encompasses all Lean core principles and 7 wastes.

Lean Customer Experience Journey

Photo by: © takasu – Fotolia.com

There are countless success stories on applying Lean principles in different fields. In the contact center industry, the key is to focus only on such activities that contribute to the creation of a great customer experience. We should try to eliminate anything that consumes time, resources, space and money while bringing no value to the customer. These are some of the principles that should be applied when designing the Customer Experience Journey Map:

  • Aim to have zero defects/errors
  • Avoid “over-processing” simplifying interactions as much as possible
  • Maintain service flexibility to be able to adapt quickly to customer requirements
  • Minimize “work-in-progress”, avoid interruption
Author: Rosana García

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Time for solidarity

2013 was a challenging year for many people in Spain and Portugal, not least because of high unemployment. In this context, the continued expansion of Transcom’s operations in these markets is especially pleasing. Also, we have executed several corporate social responsibility (CSR) initiatives during the year. One recent example is a project we worked on this Christmas.

Christmas is a time for giving, sharing and spending time with family and friends. But it is also a time to reflect on and be thankful for all the things we have achieved during the year.

With this thought in mind, Transcom Iberia & Latin America decided to use our Christmas present budget for our clients in a different way. We donated parts of the budget to different Non-Governmental Organizations in the region and to the fund our colleagues in Transcom Philippines created for those affected by the Haiyan typhoon.

Transcom's donation in favor of the Spanish Red Cross

The associations we chose were:

  • Spanish Red Cross: With our donation they distributed 160 pre-paid cards to be used to help families to cover their basic nutritional needs.
  • Pablo Ugarte Association: They could afford some Christmas presents for cancer-affected and sick children in four hospitals in Spain. Our employees also participated in the delivery in Madrid.
  • AFPAD in Portugal: They used the money from Transcom to buy Christmas presents for disabled children.

Finally, and with the aim of involving all our employees, we organized a lottery to raise money for our colleagues in the Philippines, affected by the typhoon. All the money we received from the ballot sale, was added to money that the region had allocated to this project.

In the end, we sent our clients a less expensive – but maybe more meaningful – present, sharing our initiative with them. We have received very good feedback.