Adding value in employee care service
Twelve years ago, in Transcom Isla Sicilia we launched a service to support of our client's employees in all HR related questions. The client is one of the largest global financial institutions. Before Transcom's involvement our client's employees had direct contact with their HR department. Now they need to call us with all their inquiries.
Our first challenge was to provide them with the same personal and direct service, now over the phone, and make this a positive experience for them. To achieve this, we used all our tools, professionalism and kindness in addressing and resolving their questions. Of course a good service attitude is important but people expect us to resolve their issues quickly and accurately.
The continuous training we receive from our client is very helpful in this respect. The open communication that we have with our client regarding their priorities and goals is also very important.
Last but not least; the people delivering the service, working as a team, sharing knowledge, motivating and helping each other. In short, acting like one and offering their best every day. It has therefore been an honor for the team to receive the excellent results of the annual survey conducted by the HR department of our client. The aim of this survey was to get their opinion about the service we provide. The results were more than satisfactory, reaching the highest levels of satisfaction from the beginning of the service.
In all the questions asked, we have surpassed not only last year's score but all of the previous years. Our client recognizes the Transcom values, the commitment of our employees, their enthusiasm and ability to contribute with new ideas to improve the service provided. That it is what sets us apart and permits us to add value to our clients.