Customer experience specialists
It is often the case that a large technology or communications company may require an external team to handle the customer service side of its business. Award-winning customer experience specialists, Transcom, with its positioning in the top three of global business process outsourcing companies, is more than capable of taking on such a demanding role.
Steven Halfpenny, head of global IT delivery at Transcom, explained, “Transcom is a global customer experience specialist. We provide customer care, sales, technical support and credit management services through our extensive network of contact centers and work-at-home agents.”
Transcom handles more than 1.5 million calls per day for its customers, and management of sensitive information is at the heart of what the company does. Regulatory compliance is therefore strictly adhered to, and OpenText Qfiniti was chosen to secure the handling of sensitive payment card and personal information to ensure that the company’s reputation for excellence is maintained.
“OpenText Qfiniti is currently rolled out to 10,000 of our contact center agent seats, recording more than one million minutes of calls per month,” said Halfpenny.
You can be sure that market-leading, global brands would not rely on Transcom to handle customer calls if the quality of these interactions was not up to standard. Qfiniti provides the quality assurance that Transcom requires when recording customer calls, masking all sensitive payment data from the recordings and in assisting agents to navigate through an easy-to-use system so that call handling time is kept to a minimum.
“We need to make sure our agents conduct themselves properly on a call, not only as a representative of Transcom, but also as a representative of our customers. When we have credit card enquiries, we have to be compliant and certified under PCI regulations,” said Halfpenny.