Business & Performance

El próximo día 24 de junio se celebrará en el Hotel Country Lima Club el primer Foro de Transcom sobre el tema: "Multicanalidad: integración estratégica para su cliente" El concepto de Experiencia de Cliente está cobrando una importancia capital para la mayor parte de las compañías que cada vez son más conscientes de la necesidad de adaptar sus políticas de atención a las demandas de sus cliente

Since December 2013, our site in Lima has experienced an increase in operations via new outbound services to clients in sectors such as telecom, insurance, NGOs and entertainment. This growth creates a challenge in terms of recruiting experienced people, while at the same time strengthening our partnership with our clients. To meet this challenge successfully, all key functions at the site must be involved: First we have the recruiting process, which consists of two pillars:

At the annual “Good service month” Award that was held in Riga, Latvia on the 14th of April, Transcom won second place as excellent service providers in  the “business to business" category in Latvia. We are also very proud that, thanks to our expertise within customer experience,  we contributed to the win for several of our clients in the B2C category. The clients are rated by service quality - how excellent their customer communication is and three of our biggest clients got the highest evaluation and won their respective field.

Cuando un cliente llama por teléfono a su banco, su expectativa acerca de la calidad del servicio es la misma que si estuviese en su oficina. Como expertos en atención a clientes de banca con más de 14 años prestando servicio a las principales entidades financieras del país, en Transcom perseguimos que la experiencia en la llamada sea equivalente a la que el cliente obtendría en su sucursal.

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.

Within the last decade, outsourcing has become one of the largest sectors in Poland. There are more than 400 BPO (business process outsourcing) centres in the country, which employ approximately 110,000 agents.  The estimated yearly employment growth for the BPO industry in Poland is 20%.  This rapid development encourages various international companies to establish their outsourcing centres in our country. On the 16^th of January 2014, the best and the fastest-developing outsourcing companies were rewarded at the Outsourcing Stars Gala that was held in Warsaw.

  Durante la Expo Relación con el cliente + Call center, que tuvo lugar en el Estadio Santiago Bernabéu los pasados 8 y 9 de octubre, tuvimos la oportunidad de compartir con  nuestros clientes nuestro punto de vista sobre Customer experience. El evento, la reunión más importante del sector a nivel nacional, reunió a más de 2000 visitantes en torno a 49 empresas en un espacio inigualable.

The art of selling is never easy, and it becomes even harder when you don't have eye contact with your prospective customer. Our clients’ growth is our own. Therefore, reinforcing our commitment to continuous improvement, Transcom Sevilla recently launched its Plan for continuous improvement in sales campaigns. It's really very simple and the first lesson to learn in sales is this: “listen to your customer”.

This month, several weeks of training, hard work, focus, concentration and learning new things came to an end with one goal in mind: Creating Oustanding Customer Experience! During the training-period, our fantastic employees really demonstrated their potential. For the first time since the start-up of this project in the late summer, we are now testing our ability to deliver as agreed. Monday morning at 7:30 a.m., the Quality Manager and Sales Team Leader served breakfast in the call center to get a healthy and flying start. And that was exactly what we did.

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.