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How do you become a global leader in digital CX operations?

Not easy. But we did it. By making every single part of our operations digital. From recruiting, onboarding, training, managing performance, and developing leaders, to serving customers in all possible channels and enabling the smoothest CX with cutting-edge technology. We’ll now explain what it takes.

“Transcom has demonstrated consistent growth over years and continues to invest in portfolio enhancement. In addition to its scale of operations, Transcom’s digital capabilities include a fine combination of partnerships and proprietary solutions, and the company has accelerated its digital deployments over years. Transcom brings a well-rounded portfolio to address customer’s transformation requirements.” – Namratha, Director and Principal Analyst at ISG

Our competitive strengths.

Among our biggest competitive strengths, ISG Provider Lens™ 2022 Contact Center - Customer Experience Services Report highlighted the following three key areas:

• Advanced digital capabilities
• Growth in digital deployments
• Geographic strategy

Advanced digital capabilities.

We brought our broad capabilities together to enhance our digital portfolio, especially on the advisory front. Our Digital CX Advisory service supports our clients’ digital transformation. It helps businesses identify areas for improvement in the customer journey, including mapping, consulting, and digital implementation. 

This team works with clients in various industries to evaluate their current operations and processes, suggest improvements, and implement new solutions. This way, we’ve helped many companies revamp their customer service operations, improve customer experience, increase CSAT by +30%, reduce AHT by -30%, and lower TCO by -42%. Read one of the case studies here.

Growth in digital deployments.

Transcom Universe is a suite of proprietary and third-party digital solutions, consisting of agent and customer-facing technologies that enhance AX and CX. In the past couple of years, we've had over 3.000 digital deployments globally, with 3-5 customer-facing solutions and 8-15 agent-facing solutions deployed per client on average.

Customer-facing solutions.

72% of customers say a positive customer service experience makes them more likely to make another purchase, but about the same number say they’d switch to a competitor after multiple bad experiences. This is why there’s an array of tools that enhance our client’s customer experience in our customer-facing digital solutions offering.

For example, we work to automate processes with solutions such as AI routing and omnichannel optimization to allow for a seamless customer experience. Voice bots can provide a more convenient way to access customer service as they reduce wait times and triage calls. Self-service can significantly reduce your inbound volumes and improve customer satisfaction.

For e-commerce brands, we’ve got you covered with a tailored stack of solutions that can revamp your operations and improve CSAT by +30%.

Agent-facing solutions.

Our agent-facing solutions are designed to enable a digital work environment that doesn’t just help our teams work better - they make them more satisfied with their jobs while providing the best service for our client’s customers. And the best part is that we’ve designed tools that empower them to work-at-home or work-from-anywhere. This suite of tools is fully aligned with the new talent demands of the digital era.

From the moment candidates meet us, all the way through the employee life cycle, they’re supported by new tech. From digital recruitment, to our e-learning platform Transcom University, they get all the information they need to do their job well and feel good at work. 

With solutions for seamless performance management and by implementing gamification, we can enhance their learning and training experiences. With gamification, we can also reduce learning curves by 60% and improve knowledge enhancement by 15%.

With RPA, bots, and machine learning, we can increase agent satisfaction, speed up response times, improve customer satisfaction, and lower costs by over 30%.

Geographic strategy.

We’re always growing. Throughout the world, industries, and lines of business. In 2021 and early 2022 alone, we opened 25 new delivery locations. With 30.000 people, we now operate from 85 sites in EMEA, North America, APAC and LATAM. Read more about our locations. 

Our strengths. 

Our distributed agent platform offers the highest standards of tools proven for E2E remote processes (from recruitment to daily operations), performance management, and security. A global network of agents are dynamically deployed as a single team.

Our business intelligence and reporting platform is an innovative business intelligence suite that provides 360° visibility of data. It offers a single, cross-functional platform that facilitates operational governance and enhances operational KPIs that can be used by remote workforce.

Performance and quality management: we use a COPC-certified model to monitor, manage, and incentivize agents. We have our own platform to support overall program health. Transcom Perform is a single platform for employee engagement with a 360° view of quality, performance, attendance, knowledge, coaching, and communication management.

We have introduced a series of proprietary solutions, including for digital recruitment, performance, working from anywhere, and others. This way we created a holistic work-at-home platform, covering recruitment, coaching, training, employee engagement, and agent well-being.

We opened our first work-at-home hub in the Philippines, which will serve as a “drop-in workspace” for employees working from home. We’re gradually building more hubs to enable a hybrid working model.

“With its hubs and in-house solutions, Transcom offers an effective infrastructure for remote working.” ISG Provider Lens™ 2022 Contact center - Customer Experience Services Report