Flexibility, scalability and technology at our clients’ service
Not so long ago, one of our clients, a leading manufacturer of household appliances, asked us to submit a proposal to manage a peak in customer care traffic for several weeks in 11 European countries. The client in question had to recall and replace a defective product of which about 10,000 had been sold throughout Europe. The communication campaign was expected to generate a peak in the number of calls in France, Spain, Portugal, the Netherlands, Belgium, Germany, Austria, Italy, Denmark, Norway, Sweden and Finland.
An international task force, coordinated from Italy, was set up and immediately went to work. The proposal didn’t take long to finalize, and involved various Transcom sites in six countries: Sweden, Germany, Italy, Tunisia, the Netherlands and Spain. The Transcom technology infrastructure is based on a centralized data center, making it possible to coordinate the management of customer care activities for 11 different markets, switch telephone calls to our sites throughout Europe and cover all the languages needed. This innovative organizational model, based on flexibility, language skills, scalability and technology fully convinced and satisfied our client. In fact, the solution allowed rapid ramp-up and ramp-down times, thus enabling the company to optimize communication campaign timing in the target countries.
Transcom implemented the centralized IVR platform for all markets and assembled the necessary resources in record time: in the space of just one week, over 200 agents were selected from those available in all the Transcom sites involved. After special training, these customer care specialists provided consumers with instructions to guarantee the safety of each and every product by means of either technical adjustment or replacement.
The project, which was initially planned to run for 10 weeks, is still underway and Transcom continues to work with the client to ensure the best possible assistance and contact experience for all its European users. This emergency plan was seamlessly integrated with the regular customer assistance services we have been managing since August 2015 for the same client from our multilingual centers in Budapest, Danzica, Olsztyn and Porto, where our customer experience specialists guarantee the provision of a high-quality customer service to consumers in 20 countries: Germany, Poland, The Netherlands, Belgium, Norway, Czech Republic, Spain, Portugal, Hungary, Sweden, Denmark, Slovakia, Austria, Finland, Bulgaria, Greece, Croatia, France, Lithuania and Romania.