Transcom Spain

For the second consecutive year, Transcom has achieved the Top Employer Spain certification for its exceptional employee offerings, and is officially recognized as a reference employer.

In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project "Stop & Go" at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.

  Once again, Transcom has been awarded in one of the most prestigious customer care events in Spain: the Platinum Contact Center Awards, which are organized by the Contact Center Magazine every year.

In the contact center industry, middle managers’ leadership can make the difference between success and failure of services and projects. In Transcom we deliver services that engage large teams, sometime about 300-400 people. In each case, in front of these large teams we count on a few brave men and women leading the services. At some point in their careers they decided to step forward. They chose not to remain in the background and found the motivation to help a group of people to achieve a set of objectives and results that would ensure the whole projects continuity.

The moment of truth of any sales services is when the agent has to make the final question and ask for confirmation to close the deal. But it is also a loaded moment for most of the agents that may experience what we call: fear of closing. Experience tells us that we can only influence around a 50 to 55% of the persons we contact during our workday. Although we would like that all these individuals accepted our offer or product, we know that this is not at realistic target.

When I started working in 2001 as a Customer Service Representative for a new company that had just opened a new center in Leon, I never imagined that, after 13 years, I would end up being the Call Center Manager at this site.

At Transcom’s site in Madrid, we wanted to deepen the relationship with our clients and demonstrate our knowledge within customer experience and the value-added services that we can offer. Therefore, we recently launched "Customer Experience Workshops” as an attempt to model and simulate the emotional customer journey for one of our largest clients in the financial sector.

The human being, like many other animals show daily in nature, has a great commercial potential. Thus, some species of birds evolved to have bright colors to help them find a mate; some primates beat their chests to instill fear in their rivals, and other species, when feeling threatened, triple their size to intimidate their enemies. The animals, in their natural state, "sell" themselves. In humans, in addition, we must consider the social aspect. The human being is born, then grows and develops their emotional connections with their peers, looking for affection and acceptance.

At Transcom we know that one of the key success factors in our business is our adaptability. That is why we at Transcom Sevilla strive to differentiate ourselves from our competitors by having well-trained sales teams, with the ability to sell any product, from insurance, up to banking, telecommunications, leisure, etc... It helps us to get the best results for our clients. For any outbound team, to reach sales targets is essential for the success of the service; however, it is not easy to achieve high performance.

At Transcom Isla Sicilia in Spain, our social media customer service team just celebrated its second anniversary. The department’s main priority is to monitor and address all queries and mentions regarding our clients that customers communicate on platforms as Twitter and Facebook. We interact with the active social media users which submit all kind of questions: ranging from queries about products and services, to specific suggestions or claims to which we offer personalized attention. The priority is to listen to the users, help them, and build a trustworthy relationship.