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Roberta Schiappadori Mar 11th, 2019

Transcom wins the 2018 Haier Overseas Service Core Partners Award

During the Overseas Service Summit 2019 held in Qingdao (China) on March 6-8, Transcom was awarded as Service Core Partner by Haier, the global leading provider of white goods and better-life solutions.

The award was assigned for the great Customer Experience delivered to final consumers through a long-term partnership in seven European markets (Italy, Spain, Germany, Austria, Portugal, Poland and Belgium).

The collaboration started in 2015, delivering inbound, outbound and back office services. Through the years, Transcom and Haier have partnered in developing an omni-channel approach, including new technological platforms and new points of contact to improving the overall user experience. Transcom is delivering valuable services through several channels, such as voice, emails and live chat in five languages (Italian, Spanish, German, Polish and French).

One of the key success factors has been to adapt Transcom delivery model to Haier needs, building a client-centric organization providing high quality standard services from a multi-lingual hub. Over 100 multi-skilled agents are working from three contact centers in Europe to guarantee a great customer service as the voice of Haier towards final consumers, no matter where they are or what language they speak.

One of the best practices implemented by Transcom is the “Smarter Technical Support”: thanks to specific training and regular follow-up, our agents can provide remote technical assistance to implement a call avoidance strategy (avoiding home assistance) reducing time consuming activities and shortening the problem solving.

 It means creating value both for the company and the final consumers.

Transcom is building a new value proposition also providing commercial services through the customer assistance network, activating cross and up selling activities. With more than 250,000 interactions per year, agents can be able not only to generate loyalty to the brand, but also revenue.
Furthermore, having a direct relation with the final consumers can bring the relationship to another level, giving to the manufacturer the possibility to know preferences and personal choices of their customers.

Transcom is also supporting Haier in its growth in Europe. Recently Haier acquired the Italian appliances manufacturer Candy, which is already a Transcom client for different European countries (Italy, Spain, Germany, Austria, Portugal, Poland, Russia, Norway, Sweden, Denmark, Finland, Belgium, Netherlands and Switzerland) in more and more languages. Customer services will be unified and provided by Transcom, creating one of the most important BPO service in the white goods market.

We would like to thank all our employees who made this possible. Their great engagement and enthusiastic approach brought us here, to China, to be awarded as a true partner during an amazing event. I’m sure they will lead us to new goals in the coming months” said Gianluca Gemma, Transcom General Manager for the Italian market, accepting the award.