{"id":3164,"date":"2013-11-29T18:27:11","date_gmt":"2013-11-29T10:27:11","guid":{"rendered":"http:\/\/www.upgrademag.com\/web\/?p=3164"},"modified":"2013-11-29T18:27:11","modified_gmt":"2013-11-29T10:27:11","slug":"jabra-headsets-help-transcom-agents-deliver-quality-customer-service","status":"publish","type":"post","link":"http:\/\/www.upgrademag.com\/web\/2013\/11\/29\/jabra-headsets-help-transcom-agents-deliver-quality-customer-service\/","title":{"rendered":"How Jabra headsets help Transcom agents deliver quality customer service"},"content":{"rendered":"

Transcom, a global solution provider of customer care, sales, technical support and credit management services, has leveraged on Jabra headsets to cover its company\u2019s \u2018bloodline\u2019.<\/strong><\/p>\n

To be able to deliver its lifeblood of providing outstanding customer experience, Transcom needed quality headsets that feature optimum clarity, comfort and durability equipped with maximum noise reduction features. And Jabra provides that.<\/p>\n

Transcom houses 30,000 customer experience specialists in 70 contact centers across 27 countries and services over 400 international brands in various industry verticals.<\/p>\n

\"Transcom<\/a>

Transcom agents use Jabra GN 2025, mainly running on Avaya and Cisco platforms, among others.<\/em><\/strong><\/p><\/div>\n

In the Philippines, Transcom operates in three different areas of the region including Metro Manila, Bacolod City and Iloilo City; with four office locations with a capacity of over 10,000 employees. They provide services for key industry verticals – mainly telecommunications, financial services, healthcare, retail, Information Technology (IT), and the government – to customers in the U.S., Canada, U.K., Australia, and the Philippines.<\/p>\n

\u201cOur clients often require expansion and growth at a very short time frame,\u201d shared Siva Subramaniam, Transcom Country Manager for Philippines and Head of Sales for Asia Pacific. \u201cWe needed a partner that could respond to those needs even at a moment\u2019s notice, and Jabra was able to do that.\u201d<\/p>\n

Subramaniam added that many of Transcom\u2019s clients demand a high level of quality customer experience services to help them drive and achieve cost effective bottom-lines for their business.<\/p>\n

He said that Jabra has always been at the forefront of headset solutions for contact centers, bearing the essential elements of comfort, excellent sound and durability, and a diverse line of headset designs that would fit various work environments.<\/p>\n

The headset that adapts<\/strong>
\n0Prior to using Jabra, Transcom used several other headset brands but these did not meet their requirements especially when tested within the rigorous and round-the-clock Call Center environment and operations.<\/p>\n

\u201cOur site in Bacolod is built with a high ceiling, so tendencies of echoing became evident. Unfortunately our old headsets did not perform well under those conditions. Then we got Jabra headsets, and its noise-cancelation and comfort features worked excellently,\u201d Subramaniam shared.<\/p>\n

\"Siva<\/a>

Siva Subramaniam, Transcom Country Manager for Philippines and Head of Sales for Asia Pacific.<\/strong><\/em><\/p><\/div>\n

Today about 70% of Transcom agents are using Jabra headsets. Subramaniam said that while they had minor challenges with the product, Jabra took the time and effort to understand what the problems were and solved them.<\/p>\n

\u201cAt the end of the day, we needed a partner and not just a supplier. The \u201ctrust factor\u201d is very crucial in getting things done immediately, and the biggest factor that I need from a partner is that they can respond to my needs quickly. Jabra does all that for me.\u201d<\/p>\n

The Solutions and Benefits<\/strong>
\nToday, Transcom agents are using Jabra GN 2025, mainly running on Avaya and Cisco platforms, among others.<\/p>\n

According to Subramaniam, his call agents are excited not just about the great noise- cancellation, but also the comfort, sound clarity and highly easy-to-use Jabra headsets and solutions.\u00a0 Transcom is in fact considering including new wireless headsets from Jabra to their system.<\/p>\n

\u201cOur return of investment is all about our agents hearing very well and working optimally to deliver a high level of customer service. The clarity, quality, flexibility and robustness of the headset is really essential. If our headsets do not enable best customer communications, business will not be good for us,\u201d added Subramaniam.<\/p>\n

\u201cIt gives us the quality of technology that we will be able to communicate with our clients really well,\u201d commented Rodeylyn Villavicencio, a Team Leader at Transcom. \u201cThe sound is crisp and very clear, we don\u2019t have to repeat conversations with our customers, and our customers won\u2019t hear anything in the background. There really is no problem in the communication between clients and the agents.\u201d<\/p>\n

\u201cTranscom and Jabra have fostered a very strong relationship from top down,\u201d said Subramaniam. \u201cI especially love the commitment of the Jabra team and how they respond to support and meeting our business requirements.\u00a0 Partnering with Jabra for all our headset requirements translates to collaborating with a company with financial stability, quality of products and superior customer experience and service, which is everything we really need.\u201d<\/p>\n","protected":false},"excerpt":{"rendered":"

Transcom, a global solution provider of customer care, sales, technical support and credit management services, has leveraged on Jabra headsets to cover its company\u2019s \u2018bloodline\u2019. <\/p>\n","protected":false},"author":6,"featured_media":3165,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[19,8],"tags":[1027,414,1026,332,249],"class_list":["post-3164","post","type-post","status-publish","format-standard","has-post-thumbnail","hentry","category-headlines","category-headsets","tag-call-center","tag-case-study","tag-headsets-2","tag-jabra","tag-transcom"],"_links":{"self":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/3164","targetHints":{"allow":["GET"]}}],"collection":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/users\/6"}],"replies":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/comments?post=3164"}],"version-history":[{"count":0,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/posts\/3164\/revisions"}],"wp:featuredmedia":[{"embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media\/3165"}],"wp:attachment":[{"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/media?parent=3164"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/categories?post=3164"},{"taxonomy":"post_tag","embeddable":true,"href":"http:\/\/www.upgrademag.com\/web\/wp-json\/wp\/v2\/tags?post=3164"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}