Transcom, a global solution provider of customer care, sales, technical support and credit management services, has leveraged on Jabra headsets to cover its company’s ‘bloodline.’
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. Jabra provides that.
Jabra is the world leading hands-free and innovative audio solutions provider.
Transcom houses 30,000 customer experience specialists in 70 contact centers across 27 countries and services over 400 international brands in various industry verticals.
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 US, Canada, UK, Australia, and the Philippines.
“Our clients often require expansion and growth at a very short time frame,” said Siva Subramaniam, Transcom Country Manager for Philippines and Head of Sales for Asia Pacific. “We needed a partner that could respond to those needs even at a moment’s notice, and Jabra was able to do that.”
Subramaniam added that many of Transcom’s clients demand a high level of quality customer experience services to help them drive and achieve cost effective bottom-lines for their business.
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.
Prior 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.
“Our 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,” Subramaniam said.
Today about 70 percent 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.