Business & Performance

In the last few years, Poland has become a promised land for many companies whose core business is based on knowledge and business processing operations. For those who have at least basic information on the country, this has come as no real surprise. Not only does Poland lie in the heart of Europe, close to key markets such as Germany and France, but it also offers access to highly educated and skilful employees. With its booming economy and policy of supporting foreign investors, Poland can proudly say that it is among the world’s most promising markets for the outsourcing industry.

Transcom Portugal has supported clients in the energy market for quite a while now, providing services ranging from commercial lines to back office support. Since its entry into this extremely competitive industry, one of our clients has managed to grow consistently, reaching 10% market share in a few months. Our client’s business strategy is based not only on offering an alternative to the traditional providers, with a fast response time to customers’ requests and demands, but also on the quality of its customer service. This is where Transcom came in one year ago.

"We are really pleased to support the country in the Euro changeover process. Through working with leading companies that set ambitious goals and clearly define their requirements for quality , we are accustomed to high quality standards. Our mission is to provide an outstanding customer experience. Thus, we are very pleased to be part of this project and are deeply committed to its success", says  Liene Spruģe, Operational Manager at Transcom Latvia.

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.

From its humble beginnings in 2004, with just 40 staff in the Philippines, Transcom has grown to be a competitive force in the country. Four years ago the regional leadership team sat down to discuss the future. Clients who were choosing to go offshore with us didn't just want a solution that was cheaper, but one that was faster and better.

On Wednesday last week we kicked off a new project involving about 100 agents in Norway. Seven representatives from Transcom went to the client's offices in Oslo for a workshop. During the day it became very clear that...

• Passion
• Excellence and
• Innovation

...are the values that will help us in reaching our client's vision, which will be revealed in an upcoming post here on our blog. A project plan has been put in place, and the first 6-week training program will start at the end of August.

In our center of Isla Sicilia, in Madrid, we recently launched an initiative to identify areas for services improvement, and to develop a specific plan to help our team improve our performance and create a better customer experience. One of the areas we identified was objections management. We have to focus on how we handle customer objections, pointing out to our agents that we have to rebut with energy, a smile, simplicity and effectiveness.