Transcom is a global strategic vendor partner of this brilliant logistics company.

The background.
Having worked with this client since 2007, in 14 different markets, Transcom has cultivated a long-standing relationship over 14 years, serving the US, UK, and Europe in a traditional customer service operating model. This logistics company is focused on quality performance following quick ramp-ups to manage changing client requirements, in a cost-efficient manner.

Due to changing client expectations and seasonal peaks, the client was seeing a greater need for flexibility to manage these contingencies. Combined with the need for a central support team for efficient ramp-up, as well as minimizing transition cost through the use of existing sites with proven track records, meant that the client required an agile, expert approach.

The solution.

1. The proactive approach to driving process improvements for CX was implemented based on Transcom best practices.
2. Implementation of cost-efficient sites, run by experienced management teams and a central support team for efficient ramp-up.
3. Transcom continues to assess and develop 29 key process areas, to ensure sustained quality performance and flexibility in seasonal peaks.

The results.

• Through omnichannel support with phone, mail, chat, social media, technical support, back office, supply chain, customs activity, and healthcare, able to raise customer satisfaction in a cost-efficient manner.
• As a reliable seasonal peak partner, flexible in ramp-up, with strong onboarding capabilities, Transcom was able to ensure excellent customer care across multiple markets.
• Since 2007, ramped to 1900+ agents working in 7 locations, including on, off, and nearshore.
• Supporting customer care for 14 markets and languages in 23 lines of business.