My Transcom Experience

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Author: Roberto Boggio

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Let’s support the Italian people struck by the earthquake!

A 6.0 magnitude earthquake hit Italy early morning Wednesday August 24. Rescuers are searching through the rubble hoping to find someone still alive and relief groups are mobilizing. I want to reassure everybody that no one of our Transcom sites has been damaged and no injuries has been reported for our Transcom employees.

Significant damages have been reported in cities close to Rieti (Rome area): the towns of Amatrice, Accumoli and Arquata del Tronto village in central Italy are the worst affected areas.

The latest bulletin reports that nearly 250 people have died but 215 have been saved by the rescue teams. In addition, several smaller earthquakes are still hitting the area, creating panic among the population and making the rescue operations even more complex.

Let’s support the Italian people struck by the earthquake!

We want to reassure everyone that all our Transcom Italy employees are reported to be safe.

We would like to help in any possible way. To do so, we wish to share with the entire Transcom community several easy ways to contribute and help.

Donations

Thanks to everyone who will contribute with a donation.

Because Transcom Cares!

How personalized services can improve the customer experience in a new Smart Digital Ecosystem

Customer Experience is a pervasive question that extends into the world of Contact Centers. Today it is vital for services offered to satisfy the needs of increasingly attentive, demanding and ‘social’ users.

Contact Centers must therefore be seen in a broader perspective than the one used in traditional approaches. This requires companies to make an organizational effort to deepen the partnership between Client and Contact Center, as they both are dependent on technology in order to implement their shared strategy.

INNOVATION

A Contact Center is not just a verbal communication window between companies and their customers. Today contact centers use a collaborative approach and represent new horizons of communication as cloud technology and integration of new smart components to support digital communication.

The digital innovation offered by Transcom’s Leonardo 2.0.14 project makes it possible to diversify and personalize the services provided to customers, as well as to support back-end and front office functions to deliver the best possible Customer Experience.

The challenges tackled by the project are:

  • How to improve the User Experience through better use of Customer profiles and associated information?
  • When to turn to customised systems and build truly tailor-made solutions around profiled customers?

.ENG INNOVATION profiling

These questions reveal how an in-depth knowledge of customers, based on profiling, is a basic requirement for offering personalised services to improve the customer experience in a new Smart Digital Ecosystem context.

Author: Enrico Vivio

Tags: , ,

The Italian National Institute of Statistics assigns its customer care services to Transcom

The Italian National Institute of Statistics is a public research organization that produces and communicates high-quality statistical information, analytical studies and forecasts for the community. It has a mission to develop in-depth knowledge of Italy’s environmental, economic and social dimensions at various levels of geographical detail and to assist all members of society (citizens, administrators, etc.) in their decision-making processes. The Institute is a member of the European Statistical System and works with other organizations within the international statistical system.

In 2015, Transcom was invited to submit a tender for a contract for customer care services offered to companies registered with the Institute’s business portal, who are asked from time to time to complete various surveys.

Transcom Italy has extensive experience in the Public Administration sector: for a number of years now, it has led the Temporary Association of Companies that provides services for citizens and businesses on behalf of one of Europe’s largest and most complex pension providers. This specialization has enabled Transcom and its partners to propose innovative technical and organizational solutions at a competitive price.

The inbound and outbound service for the Italian National Institute of Statistics initiated in January 2016 and involves the provision of assistance services in Italian and German over telephone, email and chat channels.

The Chat Experience that affects both business results and customer service

In an ever more competitive market, adopting advanced relationship strategies with customers represents a differentiating factor and an effective way to create a sustainable, long-term competitive edge.

In this scenario, retaining customers is increasingly difficult because they are bombarded daily by often very effective marketing communications. That is why we need to turn to the latest new business models, which are increasingly directed at enhancing the customer experience. These models involve comprehensive, ongoing support for customers using a “live” User Centered Business Model.

This is the reason why live chat functions are very popular by both corporate and e-commerce websites. They make it possible to walk customers and prospects through the purchase process, as well as representing an excellent tool to increase the conversion rate (the percentage of visits that are converted into sales). A live chat solution, in fact, represents the ideal response to the expectations of consumers who, in the first instance, want to receive an immediate answer.

In the framework of the LeonarDo 2.0.14 project, Transcom is developing chat and collaboration tools to provide our clients with the best omni-channel customer engagement solutions.

In March 2015, our research team entered the prototype phase of an innovative customer care solution and  now this project has reach an advanced level.

One of the main tools developed is a live chat function, because it represents the ideal technical solution to deliver multiple results. What are they?

Increasing the level of customer satisfaction, retention and loyalty. A live chat solution is not only the most effective way to receive online support, but also one of the best channels for instant interaction with the company.
Increasing sales.   Walking customers through the purchase process and providing a rapid response  to reduce the loss rate of “undecided” users establishes a personal relationship between seller and purchaser, as well as offering the  possibility of using the “right” agent to engage the “right” visitor.
Responding to customer management issues (shipment, after-sales service) and developing the relationship with the purchaser to guarantee a pleasant and personalized experience, even after purchases have been closed, using a CRM system.
Reducing service costs.   Interaction by live chat costs less than other channels (telephone and email). The agent spend less time on each individual user interaction and can also manage multiple customers simultaneously (generally 4-5).

INNOVATION Chat image

Generally speaking, the implementation of a live chat solution simplifies the relationship with customers or prospects, providing personalized, targeted support for a company’s services or products, without requiring customers to leave the web platform. This encourages positive purchase decisions and develops the relationship that the customer/prospect has entered into with the company.

Live chat solutions available on the market provide a multichannel online platform that offers real time web interaction between customers and contact center operators without any special configuration or installation requirements (it is a cloud-based service), as well as the possibility of using a combination of various tools: chat, real-time collaboration including co-browsing and document sharing, VoIP (audio and video), callback and so on.

In the test phase, the assistance tools developed by the LeonarDo laboratory are delivering excellent results. Monitoring the services offered to our clients has revealed that the solution significantly improves the customer experience of users who are walked through the entire navigation process.

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.

Official opening of “LeonarDo 2.0.14” – a new research and innovation center for Customer Experience

In March, Transcom Italy presented its new Research and Innovation Center for Customer Experience to the press and the local authorities. The center is located in L’Aquila and set up jointly as a partnership with L’Aquila University and local contact center company Elleacall.

The LeonarDo 2.0.14 research project, which has been endorsed by the Italian Ministry of Economic Development, will span over three years, with the aim of developing - by October 2017 new process and new technological solutions that improve the services delivered by
contact centers to consumers and citizens, based on their Customer Experience.

Transcom Contact Center in L'Aquila

 “Innovation and the constant quest for excellence are two of Transcom’s fundamental business values and we invest in resources and skills to promote them” commented Roberto Boggio, Transcom Regional General Manager for Central and South Europe, during the inauguration.

 “The strategic agenda of L’Aquila University considers the institution to be an open social laboratory and, therefore, applied research projects conducted jointly with the business system form a fundamental part of our planning,” said Professor Paola Inverardi, Dean of L’Aquila University.“One of our objectives is to strengthen this network of collaborations, and the partnership with Transcom in the framework of the LeonarDo 2.0.14 project is perfectly aligned with this strategic vision: we are convinced that it will produce benefits in terms of technological capabilities at the service of local development.”

The center has been operational for a few months now and already employs 10 researchers; over the coming three years we aim to involve about 40 customer experience professionals in the project.

Leonardo lab and meeting room & event

Technological changes impose new interrelation processes between companies and clients. Network connections and the ever more widespread use of mobile communication devices (smartphones, tablets, notebooks, etc.) are radically changing not only how we acquire information, but also the interaction between people, between customers and businesses, and between the public and the institutions. From this perspective, the work of the Transcom’s research center in L’Aquila will focus on identifying new social and digital methodologies, using technology-based tools and innovative processes.

This VIDEO, (in Italian) by a local TV network, provides a summary of the event’s key messages.