Transcosmos is a trusted partner to large global retailers that wish to offer localized support in every territory in which they do business. Transcosmos provides highly trained customer service agents who speak the language and understand the culture of the customers they are helping.
When a Japanese shopper at an American retailer in Tokyo needs to find out how to return an item, for example, agents call a local number and interact with a Japanese speaker who knows where their nearest store is located.
Transcosmos needed a solution that enabled the company to open new call centers quickly and scale to add new agents in the shortest time to handle the seasonal demand endemic in the retail environment. The company turned to Bright Pattern to meet its needs.
Objectives
- Provide exceptional localized customer care for international clients
- Find a solution that can scale to handle seasonal demand
- Ensure speedy training for a diverse range of agents
- Contain costs and maintain the reliability of the call center
Results of Switching to Bright Pattern
On the Bright Pattern solution, the average agent training time was reduced to just three hours, compared to the three days of training it used to take Transcosmos on previous systems. Reduced training time offers significant cost savings and enables call centers to meet demand and rapidly expand into new locations when needed.
Growth for Transcosmos has been significant—usage of the Bright Pattern solution has increased five times since its adoption. Though currently operating in the United States and Asia, Transcosmos is in the process of opening call centers in Mexico and Brazil to handle clients all over Central America and South America.
“When you take an international account and localize the customer service, there are so many cultural issues to train into the agents. Having a unified interface is a huge help.”
—Tom Coshow, Managing Director, Transcosmos
The Bright Pattern solution enables agents to handle requests in chat and email as well as voice. What’s exciting is that all this can happen simultaneously, so an agent that doesn’t have a call in the queue can switch to answering an email. Such omnichannel capabilities have cut email handling time down to under 12 hours for most clients. Customer service teams are empowered to be fully integrated, which boosts productivity enormously.
For more information on the Transcosmos and Bright Pattern partnership, read the full case study.
