customer experience

This month, several weeks of training, hard work, focus, concentration and learning new things came to an end with one goal in mind: Creating Oustanding Customer Experience! During the training-period, our fantastic employees really demonstrated their potential. For the first time since the start-up of this project in the late summer, we are now testing our ability to deliver as agreed. Monday morning at 7:30 a.m., the Quality Manager and Sales Team Leader served breakfast in the call center to get a healthy and flying start. And that was exactly what we did.

During the Customer relation + Call Center Expo, held in the Real Madrid Stadium on the 8th and 9th of October, we presented our view of Customer Experience. The event, Spain’s most important meeting of Contact Center professionals, gathered more than 2,000 visitors and 49 exhibitors in a unique environment. It was the perfect occasion for us to introduce to our clients and prospects our view of what customer experience is and why contact centers are an essential part of realizing a customer-focused business strategy.

Several independent consultants, such as Gartner and KPMG, have recently highlighted the value of outsourcing business services. In our market, the secret of success is to ensure that every possible customer interaction is addressed to strengthen the relationship with the brand and generate purchase decisions. At Transcom, we have a team of experts that support companies in various industry sectors, taking into account the product, the service, and the customer experience.

In the last few years, Poland has become a promised land for many companies whose core business is based on knowledge and business processing operations. For those who have at least basic information on the country, this has come as no real surprise. Not only does Poland lie in the heart of Europe, close to key markets such as Germany and France, but it also offers access to highly educated and skilful employees. With its booming economy and policy of supporting foreign investors, Poland can proudly say that it is among the world’s most promising markets for the outsourcing industry.

Transcom Portugal has supported clients in the energy market for quite a while now, providing services ranging from commercial lines to back office support. Since its entry into this extremely competitive industry, one of our clients has managed to grow consistently, reaching 10% market share in a few months. Our client’s business strategy is based not only on offering an alternative to the traditional providers, with a fast response time to customers’ requests and demands, but also on the quality of its customer service. This is where Transcom came in one year ago.

In a recent interview, Paolo Bertoluzzo, Chief Executive Officer at Vodafone Italy and South Europe, stated that "there are 30 different telecommunications providers in 27 countries in Europe, while only 4 providers serve almost the same number of users in the United States.

Working for an international organization is a great privilege. When I joined Transcom in 2010, I was quickly made aware of the scale and worldwide nature of my new employer. Soon I understood why it’s so important to be comfortable communicating in English, if you want to work here at Transcom. Not only do we have support departments localized all over the globe; sharing knowledge goes beyond national levels. I myself learned a lot when I visited my colleagues in Fredrikstad, Norway, about a year ago.

"We are really pleased to support the country in the Euro changeover process. Through working with leading companies that set ambitious goals and clearly define their requirements for quality , we are accustomed to high quality standards. Our mission is to provide an outstanding customer experience. Thus, we are very pleased to be part of this project and are deeply committed to its success", says  Liene Spruģe, Operational Manager at Transcom Latvia.

In any business, customer care is one of the "hot spots" of interaction with your target audience. It usually occurs when a customer or potential customer needs to solve a problem or has questions regarding a product or a service. It is usually a critical moment in terms of opportunity and risk; opportunity if we think about building customer loyalty, and risk because the customer might leave if he of she does not find the expected answer.

On Wednesday last week we kicked off a new project involving about 100 agents in Norway. Seven representatives from Transcom went to the client's offices in Oslo for a workshop. During the day it became very clear that...

• Passion
• Excellence and
• Innovation

...are the values that will help us in reaching our client's vision, which will be revealed in an upcoming post here on our blog. A project plan has been put in place, and the first 6-week training program will start at the end of August.