How to transform an inbound support service from a cost into a profit generator
About 18 months ago, one of our clients launched a new inbound service, designed to handle technical support. As in most of the support services we handle for this client, this project included no profitable activity. But Transcom’s extensive experience in developing and launching sales services within a short timeline allowed us, after four months of starting the initial project, to begin working together in analyzing the service cost from our partner’s point of view.
“Out of the Box Day” empowers team leaders at Transcom Ribeirao
Team leaders truly play a key role in our organization. They are the ones that have the shortest path to our agents’ minds and hearts. We know that many times, no matter how much agents like communicating, receiving commissions and working for Transcom, it’s their commitment to their team leader that makes them go the extra mile. But the need to motivate team leaders is often forgotten; letting them know that we acknowledge their importance and value their work often “makes the difference”.