My Transcom Experience

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Author: Gianluca Gemma

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Transcom for Montereale: celebrating new life in L’Aquila territories

Celebrating the rebirth of the territories hit by the earthquake together with the next generation. This was the theme for the Transcom event for Montereale, held on Tuesday, April 17 at the Falcone & Borsellino institute in Montereale (AQ).

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Transcom has had offices in L’Aquila for 18 years, and is deeply linked to the territory, not only by its many employees. The event celebrated the rebirth of the crater territories, and gave concrete aid to the students of the mountain municipality hit by the earthquakes in 2009 and 2016. The Falcone & Borsellino institute was inaugurated on September 11th,and apart from hosting elementary and middle classes, it can also be used as a safe structure by the Civil Protection in case of emergencies.

The initiative is part of Transcom Cares, our global program for social responsibility and solidarity, and thanks to the contribution of colleagues from all over Italy, Transcom could donate 45 boxes of stationery material that the students will use in their daily activities.

For Transcom, the event was a unique opportunity to be in direct contact with the territory. We have always believed in the power of the people from these areas. During the touching ceremony, Transcom employees read passages from the book Il Giglio dell’Aquila, published by Transcom shortly after the earthquake, remembering the past and celebrating the territories new life, thanks to the joint efforts of individuals and institutions.

The event was attended by, among others; Lorena Marzolo, Client Service Manager at Transcom; MP Stefania Pezzopane; Guido Quintino Liris, Vice Mayor of L’Aquila; Massimiliano Giorgi and Carlo Marini, the Mayor and the Deputy Mayor of Montereale; Gianluca Gemma, General Manager Italian Market and Giuseppe Bertini, HR Director Central & South Europe.

foto panoramica Montereale

Author: Agnese Cotardo

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Improving user CX with a Speech Analytics project from Transcom.

In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience.

We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.

In every conversation, however straightforward, a wide range of factors comes into play (the reason for the call, choice of words, tone of voice, emotional state and so on). With a Speech Analytics tool it is possible to analyse every dialogue to evaluate both its effectiveness and the satisfaction levels of the client based on objective and, most importantly, measurable criteria.

INNOVATION Speech Analytics

Using this tool, it is possible to extrapolate extremely useful information on the customer experience, and hence to improve it while enhancing their loyalty to the product purchased. What’s more, the data obtained can also be aggregated to create a framework of customer needs based on their reasons for calling, meaning that their needs can always be understood and even anticipated.

A few months ago, Transcom launched a project to improve the service offered to the users of an Italian leading telecoms operator, using a Speech Analytics solution. The platform adopted is not only capable of identifying different subjects of conversation, but of understanding the customer sentiment during the dialogue. Using the software, it is possible to collect a vast amount of useful information and ultimately to improve the Customer Experience.

When we launched this project with our client, the first piece of data we analysed was the reason for calling. This kind of information is useful in understanding, for example, on which services customers request additional clarification or complain more about. For each of the different reasons for calling the relevant conversations are analysed, highlighting the indicators of dissatisfaction and measuring the emotional response of customers in the course of the in-call interaction.

Using the data collected, analysed and aggregated by Speech Analytics, it is possible to create a comprehensive overview of the Customer Experience based on 100% of calls. Once they have been processed by the software, the data can be analysed by the Transcom team with the aim of identifying areas for improvement and planning specific interventions (for example in the areas of operations, process, knowledge management, etc…) in order to improve customer satisfaction and call sentiment.

Through the project launched with our Client, we have identified the advantages derived from using our Speech Analytics tool:

  • continuous improvement of the customer relationship;
  • identification of areas for process improvement;
  • improvement of internal processes as a result of performance data collected;
  • identification of best practice;
  • improvement of training and coaching methods.

By combining this solid database of information with expertise in the Customer Experience sector, it is possible to achieve outstanding customer satisfaction results, a goal that drives everything we do at Transcom.

 

Author: massimiliano macchia

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Transcom selected to provide customer assistance for the new famil.care service

Early in April, Transcom began managing customer service for famil.care, a new digital platform created to allow family caregivers to protect their loved ones remotely, look after their everyday needs, and provide assistance in an emergency.

Why was the service created? According to a Doxa survey commissioned by famil.care, about 19 million people in Italy receive daily assistance from their families: 13.4 million over 65s (a figure that is expected to reach 22 million in 2050) and 5.2 million children from 7 to 15 years old. About 15 million people (mainly women between the ages of 45 and 50) provide daily assistance for family members. These caregivers share their time between home and work, trying to get on with their own lives while taking care of their loved ones.

What is the new famil.care platform? It’s an app that offers a very simple way to make sure loved ones are safe and sound at all times, even at a remote location, and to receive alerts if ageing parents or children find themselves in difficulty. All interactions and checks are channeled through the family’s smartphones, which are connected to a simple, discrete device that the elderly person or child wears at all times, with an emergency button for them to press if they need help.

SALES image famil care

The famil.care service is already available in Italy, the UK, Germany and France. Transcom has been selected to provide the multilingual customer service to support famil.care users from the company’s Milan site. The service is managed over both voice and chat channels, with an integrated approach that uses a specially designed solution developed in its entirety by Transcom. While clearly technology-intensive, the service is harmonized by the human relationship established with specialist operators.

Every customer service project is special for the Transcom people who provide it, but when it comes to healthcare, as in this case, the human factor becomes even more important and the focus on quality is paramount across the entire team.

Transcom Italia launches gamification project to increase service quality and improve user experience

Gamification is the application of game logic and mechanisms to other fields, for the purpose of engaging with people and conveying specific messages to them in an efficient and agreeable way.

In an ongoing quest for innovative tools to improve Customer Experience, Transcom Italia has developed “Transcom Champs”, a Gamification project focused on improving quality, efficiency and performance in all the customer care, technical/commercial assistance, upselling and cross selling activities that Transcom manages for its clients.

Transcom Champs is a browser game designed to train new recruits, test their skills and improve performance through a series of challenges that take the form of timed quizzes. The inclusion of specific gamification components makes this software a real game and not just a questionnaire. It features alliances, challenges, teams, tournaments, trophies and a points system, which engage with personnel on an emotional level, stimulating their competitive spirit and their ambition to achieve and obtain recognition for excellent operating results.

The challenges are based on the KPIs (Key Performance Indicators) defined by Transcom clients, as well as in the areas of technical skills, operating procedures and the soft skills typically required in customer care. The tool has proven to be particularly effective at quickly identifying the areas of improvement for each team or individual, so that actions can be implemented quickly in order to close any gaps.

In May, Transcom launched a pilot for front-end personnel working on two important client accounts in the telecommunications and financial services sectors in Italy. Right from the start, all the employees involved showed an incredible level of enthusiasm. Many of them even accessed the web platform from home or by using their mobile devices, so they could repeat the challenge and try to earn their way to the top of the rankings.

Immagine Gamification

Beyond improving operating efficiency, the new Transcom Champs platform improves both workers’ satisfaction and their commitment, which translates into top notch service for users.

The browser game can be fully customized according to specific needs and priorities, making it possible to:

  • Improve performance in terms of effectiveness and quality
  • Increase up- and cross selling volumes
  • Increase the level of specialization and expertise in systems, processes, procedures and communication skills
  • Improve employees’ attitude to the company and their work
  • Increase motivation
  • Increase employees’ loyalty to the company

Transcom Italia wins Customer Relationship Management Award

Process innovation increases customer satisfaction and improves the operating efficiency of Lastminute.com services

Transcom Italia has been assigned the 2016 best Customer Relationship Management award by a panel of experts from the CMMC Club, the association for companies and service providers working in the client relations supply chain. For CMMC, the award is a way to promote businesses that stand out, in a particularly complicated period for the sector, for the excellence of the initiatives put in place to improve their organization, in terms of both financial results and the internal climate among associates, by developing partnership relationships and innovating customer relationship processes.

The reasons for the award

In 2016, Transcom identified several areas for optimization in the customer assistance processes of leading online travel operator Lastminute.com, for which it has been managing customer care activities since 2015, in a dozen or so languages. In partnership with Datachronic, a company that specializes in Robotic Process Automation (RPA) solutions to improve the efficiency of corporate procedures, Transcom has introduced several process automation measures for Lastminute.com services. A new web platform has been developed to automatically dispatch back office activities to the first agent available on the basis of the Client’s real priorities. The dispatching platform includes an integrated, user friendly web interface that provides real time checking of all the fields entered manually by the operator. In practice, it acts as an “Automatic Checker” for booking data, guaranteeing that the Lastminute.com system is aligned with airline websites, for example, across all stages in the booking process. If any discrepancies are detected, the system suggests corrections.

Last September, Lastminute.com also decided to introduce the “Transcom Quality Centre”, a system that collects and classifies all quality monitoring results to analyze the points of strength and areas for improvement of each project, team or individual operator. This proprietary Transcom solution provides a quick way to introduce continuous improvement measures, which are essential in such a dynamic and constantly evolving sector.

“All these Transcom’s initiatives have delivered tangible results, with even higher levels of customer satisfaction, more efficient contact management and reduced operating costs,” said Lastminute.com group Operations Manager Giorgio Bonafini. This award truly crowns our partnership.”

“We are extremely proud of this award and I would like to thank my team, our client Lastminute.com and Datachronic for their contributions to obtaining this acknowledgement,” said Transcom General Manager for Central and Southern Europe Gianluca Gemma. “At a time when there is much talk about technological innovation, virtualization and robotics applied to customer relations, we are convinced that operating efficiency can also be achieved through process innovation, by studying solutions to make the human relationship with end users more effective and improve the quality of our agents’ work.”

 

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

 

Author: Stefania Melosi

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Transcom Italy raised money for schools in earthquake-hit areas

The terrible earthquake that devastated huge areas of central Italy last August 24 caused hundreds of victims and flattened houses, churches, schools, hospitals and public buildings. It also made many of our colleagues at Transcom’s L’Aquila site in Italy (60 km from the epicenter) relive the dramatic days of the disastrous 2009 earthquake, giving them a sleepless night, but fortunately without causing any major damage or victims.

As it did seven years ago, Transcom’s aid and solidarity machine sprang into action to offer support to the people affected and promote the fundraising channels activated by the Italian and International Red Cross.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

In addition, shortly before the start of the school year, Transcom Italy promoted a solidarity project to help support the 785 students educated at the schools and institutes located in Amatrice, Arquata, Accumoli and Pescara del Tronto that were damaged by the earthquake. A fundraising effort was set in motion to ensure that the start of the academic year was a dignified one in the temporary schools set up in record time by the Civil Protection service. Through the HR offices at all Italian sites, Transcom raised about €2,000 to buy classroom materials (pencil cases, exercise books, text books) for students at all levels, from elementary to secondary school.

This donation is an initiative promoted by Transcom Cares, the solidarity and social responsibility program that supervises our initiatives worldwide.