A leading global fintech shopping service supported to ramp up growth and expand into new markets.

The background.

A leading global "buy now, pay later" fintech company, headquartered in Sweden, provides payment and shopping services to 147 million active consumers and over 400,000 merchants across 45 countries. Following successful collaboration in Germany in 2020, we expanded our support to their European consumers via a nearshore location in Croatia, offering multilingual agents proficient in German, French, Italian, Spanish, Polish, English, and Dutch. 

Our demonstrated flexibility and agility in Europe led to further opportunity supporting the client's US expansion. This required rapid recruitment, coaching, training, and development of customer service representatives to effectively serve their growing US customer base.

The solution.

Our solution for enhancing customer satisfaction (CSAT) rested on three core pillars. First, we prioritized quality through comprehensive training, knowledge sharing, and leveraging our agent engagement platform, T: Perform. Client "brand ambassadors" further ensured best practices, improved first instance resolution (FIR), and mitigated service level risks. A dedicated hyperfocus phase post-implementation accelerated agent competency. 

Second, we fostered a strong community among customer service representatives (CSRs) to facilitate knowledge exchange and recognize outstanding performance through peer recognition and awards. Finally, we invested in CSR career development, creating personalized roadmaps to boost engagement, personal growth, and retention, ultimately ensuring consistently high-quality service for our clients.

The results.

The numbers demonstrate Transcom's successful scaling of customer service representatives (CSRs) to meet client needs. Starting from a pilot phase with 0-120 CSRs in Year 1, Transcom rapidly expanded to 120-750 CSRs in Year 2, accommodating new markets and business lines. This growth was accompanied by high performance, with a remarkable 20% of client-dedicated Transcom CSRs in the U.S. earning promotions due to exceptional service. 

Furthermore, Transcom achieved top-two ranking for customer experience among the client's various BPO providers, and was recognized as the best-performing vendor in the U.S. market. This underscores Transcom's commitment to quality and efficient scaling.