Transcom Iberia & Latam

Good teamwork implies that everybody can learn from his or her teammates, jointly creating and delivering an extraordinary service to our clients. That’s why Transcom San Fernando has developed training programs where the best agents in terms of performance can share their experiences with all colleagues so that they won’t just achieve their objectives, but also reach higher sales figures: “We know that you are good, but we also know you can be better! That is why we have prepared the… Master class!!!”

Big sales campaigns with an exponential growth in an already large number of agents tend to represent a huge challenge in terms of maintaining stable results due to the increase of turnover rates, which in turn impacts the final service’s outcome. Therefore it is necessary to strengthen all the variables that affect both our agents’ performance and the consolidation of their achievements in order to minimize their impact on the campaign’s results. These have been some of the challenges that Transcom Sevilla has faced  recently, with the growth of one of our clients.

There are few markets as competitive as the Spanish telecom sector. To point this out; from January to May 2013, more than 2.9 million of mobile portabilities took place in a 55 million active mobile lines market, which means a portability of 5.65%. In addition, if it has always been important to build customer loyalty and retain existing customers, the current financial situation has made customer loyalty a high priority issue for telecom companies. Especially as the decrease in mobile lines is a new reality that mobile operators have to face.

At Transcom Atica in Madrid, we do not lose time when it comes to lend a hand to whom may need it. In conjunction with the Altius-Francisco de Vitoria Foundation, a food campaign has been conducted to support its program for accompany families who have been hardly hit by the crisis in Spain.

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.

We all know the importance of a first impression. And we are all aware of the value of a professional, friendly and efficient customer care, contributing to an outstanding customer experience. That is why we are so proud to announce that our customer care service for one of the largest banks in Spain has just been awarded, for the fourth consecutive year, with one of the prestigious “Contact Center” Awards, from the magazine of the same name.