customer satisfaction

As a specialist in customer experience, Transcom is constantly looking for new ways to help our clients improve customer satisfaction and increase loyalty. One of the key elements in doing so is to reduce the effort for a customer seeking support. Transcom has now made it even easier for our clients to complement their customer service team with virtual agents by developing tailored solutions. We do this by providing process advice, project management, implementation, operations handling and maintenance, partnering with some of the most distinguished technology providers in the space.

The Internet of Things (IoT) has been a hot topic for some time now and we are increasingly surrounded by smart devices and objects that can communicate with each other and with the user. Some examples? Training shoes that connect to smartwatches and smartphones, providing detailed information about the wearer’s sporting performance. The watch that activates your wake-up alarm earlier than usual if there’s heavy traffic on the way to work. Interconnected cars that slow down automatically if there’s an accident ahead.

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.

Early this year, Transcom Tunis officially launched a new customer care service for one of Italy’s biggest travel companies.  As partner and founding member of a worldwide network that unites the best travel management companies in 80 countries, this new client decided to form a strategic partnership with Transcom in order to ensure the best possible customer experience for its customers.

In a non-Olympic year, our Team Leaders at the DSL Department for one of our clients decided to organize their own Summer Games. During August and September all agents engaged in a multifaceted contest to be the champion. Yes, it was important to take part in the games, but winning was particularly interesting because of the great prizes that had been promised. The agents could gain points in several fields, such as customer satisfaction, quality, conversion and efficiency. These were weighted, customer satisfaction being the most important metric. Actions like this are great fun.