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Peter Tetlow Dec 8th, 2019

Increased accessibility when MediaMarkt outsourced its customer service

“Collaboration with Transcom has meant that those of us who work inhouse can focus on other parts of the business, such as developing projects and systems,” says Mia. “We still have our own customer service department at MediaMarkt, but they handle more specialized tasks, while Transcom handles ongoing support. I think Transcom has done a great job here, when I visit our agents there, they are happy, present and engaged. Simply put, they are a lot of fun to work with!”

The right skills in the right place

“We put a lot of work into increasing customer satisfaction by always trying to be as open and accessible as possible in our communication. Over the last few months, we have set a goal that our agents will have access to all the information they need to be able to help the customer on the spot – without having to turn to another colleague or refer the customer on. For example, if a customer wants to make a return or find the status of an order, it should be possible to make that happen immediately.”

“We are now trying to solve this using a system where the agents have access to all case histories, so that the person who answers the phone always has the power to assist the customer. In other words, lack of information should not be the reason a problem cannot be resolved. We are investing in getting the system in place for the first half of 2019.” At Transcom, our agents undertake ongoing training so that we always have the right competencies in place, regardless of whether we need someone who specializes in chat bots or has a proven track record with a specific product in the range.

“Why would I want to outsource my customer service?” is a question we quite often get asked. Of course, there are many different answers, depending on your company’s unique needs. In this blog post, we’ll take a look at three reasons why you might want to outsource your customer service!

Focus on accessibility

“We are very eager to set goals for our customer service and work hard to reach them. We are currently open 09:00 a.m. to 7:00 p.m., with a goal that 80% of the 1,100 calls that come in each day will be answered within 1.5 minutes. Right now, we are at 75%, which is good. Wait time is not critical for our customers’ experience – but we still strive to be even better. Transcom has just helped
us open our chat feature, which has made us more accessible to our customers. With their help, I fully expect that we will soon reach our goal of 80%!”

“They also help us with a customer survey that is done via text messaging, and they are great at offering us a variety of development opportunities for our business. MediaMarkt has long used customer surveys, where the customers are called up and asked to answer questions over the phone. But most people who call in just want to get their cases resolved and hang up, so our experience tells us that text messaging is a smarter way to get those answers.”

“Transcom is very good at generating additional sales, which is something we intend to develop in 2019 and incorporate into our partnership. We are already doing it to some extent, but the idea is that we should always be able to offer the customer something more. Customer service is a perfect channel for mapping the customer's needs and offering upgrades. If someone calls in after purchasing a TV, for example, our agents at Transcom always double check to see if the customer needs extra cables or similar items. They do a great job helping the customer, and it results not only in customer satisfaction but also in sales.”

“Throughout our partnership, Transcom has been very proactive – making suggestions for changes, generating statistics, and helping us discover which customer cases are the most common. Getting to know what the calls into the customer service team are about and why the customers call in has been very informative for the entire organization. This has led us to look at processes and routines to improve efficiency.”

What is the best thing about having Transcom as a partner?

“Above all, I appreciate that Transcom has been so transparent and honest. If something isn’t working as it should, we know about it right away. We have tremendous confidence in Transcom; they are very proactive in their work and deliver on their commitments. They run a tight ship – less talk, more action! In addition, they have extremely competent staff in place.”
“Our goal is to participate in the GuldKontakt prize contest (SM in customer service) in 2020. So 2019 will be a lot about establishing processes, routines and refinements. This is a common goal that we have set together with Transcom, and we will of course work towards that goal together. At this point, they can represent our products well and they have the best people in place! They have
worked closely with us every step of the way, so I’m completely confident that Transcom will drive this forward for us.”

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