Another white goods client was recently added to the Transcom portfolio. The Chinese multinational in question, a global leader in the consumer electronics and white goods sector, designs, develops, produces and markets many different items, including air-conditioners, smartphones, computers, microwave ovens, washing machines, refrigerators and TVs.
Various major brands in the consumer electronics and durable goods segments have already entrusted their customer care and technical assistance services to Transcom in various parts of the world. Our expertise in this specific sector was without a doubt a contributing factor to the decision made by our new client.
Currently, the Transcom team provides inbound and outbound support in nine languages: French, German, Italian, Spanish, English, Portuguese, Flemish, Dutch and Polish. The team provides assistance to end customers, stores and repair centers through various contact channels: telephone, email, live chat and also social media in some countries. Most of the team members work out of our Gdansk site (one of our leading multilanguage hubs), but a number of Transcom specialists have also been transferred to work in several of the Client’s European offices (in France, Italy, Spain and Germany), with a view to coordinating work and facilitating the sharing of information and know-how. The tasks assigned to them include the management of customer care services provided over the chat channel and through the client’s Facebook page.
Transcom has adopted an innovative approach in order to help its operators gain a perfect understanding of the products for which they are providing technical and commercial assistance. In a joint initiative with the client, Transcom has created a showroom for its team at the center of the operations area where customer care services are handled. This not only gives operators some firsthand experience of the various products during training, but also simplifies relations with users and makes the service more effective, because the products in question are right there next to their work stations.
Transcom is constantly working on new solutions, new processes and new approaches to offer its clients’ end customers the best possible experience. The showroom in the operating area and the transfer of Transcom personnel to several of the Client’s sites is giving a powerful boost to this important new partnership, which has looked set right from the outset to grow and be consolidated in the future.