Business & Performance

El pasado viernes, la Asociación Española de Normalización (UNE) y la Asociación Española de Expertos en la Relación con Clientes (AEERC) organizaron el acto de presentación de la Norma ISO sobre Centros de Contacto con el Cliente, UNE-EN ISO 18295, que tuvo lugar en la sede de UNE en Madrid.

Frost & Sullivan awarded Transcom the 2017 European Contact Center Outsourcing Customer Value Leadership Award after an evaluation of best practices across multiple business performance categories against key competitors. Transcom’s ability to navigate a shifting digital landscape is recognized, as well as the ability to support clients on their digital journey and helping them manage the shift towards non-voice solutions for customer care.

Providing customer assistance is always a delicate task, one that requires tact, empathy and skill in order to offer the right solution and strike up a rapport where necessary. The travel sector in particular throws up a range of potentially thorny customer care challenges: for example, a flight cancellation can ruin a long-planned, eagerly anticipated holiday, with the affected users understandably angry when they speak to an operator to get an explanation.

In any commercial sector, the customer service phase plays a fundamental role in creating an image of a company in the eyes of the client. But that’s not all! The semantic and linguistic analysis of conversations between clients and customer service representatives also allows important information to be gathered and processed, and action taken to improve the quality of the customer experience. We’re talking about Speech Analytics software, programmes capable of analysing the “voice of the Client” in dialogues that take place every day with Contact Center agents.

Five years ago, TalkTalk was one of the most complained about telecoms operators in Britain. Today the company has completely turned things by revamping the contact centre operating model and finding new ways for customers to get the support they need across digital channels. As a result, TalkTalk is succeeding in its mission to be a value champion taking on the traditional giants in one of the toughest industries in Britain. 

Transcom Netherlands has achieved the prestigious COPC certification for the second year in a row. The COPC standard is an internationally applied control model aimed at handling customer contact. The standard has stringent requirements for customer satisfaction, quality and processes and is focused on high performance.

The world of customer care is currently going through a period of radical transformation. And, like in many other areas, the drivers of change are digitalization and the ever-present ambition to always offer the best possible Customer Experience. It should however be pointed out that these developments are not affecting all product categories in exactly the same way. As a result, we have to take the distinctive features of each industrial sector into consideration when defining a successful customer care strategy.

 This was the 11th edition of “Call Center Days”, the largest conference for the customer service industry in Northern Europe. For 10th year in a row, Transcom Norway won the prize “Best Customer Experience”.

Together with our client ICE.NET, Transcom was awarded in the mobile category  for 2017.