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About us

Transcom established operations in Germany in the year 2000 in Rostock, followed by the setup of a second site managing CRM tasks in Halle (Saale) in 2001. 

Today, Transcom Germany operates with a total capacity of well over 1,000 seats and offers Transcom’s full range of services to national and international clients and their customer bases. German-speaking customers are serviced from onshore locations in Germany and Austria and from near-shore contact centers located in Poland, Croatia, Hungary and Serbia.

Transcom’s coverage of the German market:

Financial Services

  • Delivering inbound and outbound sales, all credit card related customer services, payment handling.
  • Major contribution/project success: Raising credit card usage significantly through welcome calls.

 

Telecoms/Entertainment

  • Strong inbound and win-back sales services; phone and non-voice customer services, including extensive second level support.
  • Major contribution/project success: benchmark delivery for inbound sales, win back of up to 40% of customer cancellations, streamlining of procedures and reduction of average handling time, support to new product implementation with product specialists, quality management based on COPC (Customer Operation Performance Center), increased customer satisfaction.

 

Retail/Homeshopping

  • Order entry, order taking and back office/complaint management, cross- and upselling activities.
  • Major contribution/project success: optimization of complaint management, reduction of return of delivery, upsell of follow up orders and subscriptions.

 

Travel/Logistics

  • Ticketing and order taking, back office/complaint management, cross and upselling activites, booking of appointments with residential customers for overnight deliveries.
  • Major contribution/project success: ticket upselling, complaint reduction, rise in the quota of appointments.

 

Other Industries

  • Technical Helpdesk for PCs, tablet PCs, smartphones, navigation systems (hardware and software).
  • Major contribution/project success: increase of customer satisfaction, leading KPI attainment based on official service line tests (independent service line tests: DISQ - Deutsche Institut für Service-Qualität).

 

Find out more about Transcom’s clients and services