Intervista di Anca Caravan
1. Quando hai iniziato a lavorare presso TELUS International Europe è qual è stato il tuo primo incarico/progetto?
Ho iniziato a lavorare presso TELUS International Europe ad ottobre del 2007 ed è stato il mio primo posto di lavoro. La prima carica all’interno dell’azienda è stata di agente per un progetto tedesco. Nel progetto facevamo vendite e ho imparato moltissime cose nuove.
2. Qual è stato il percorso della tua carriera all’interno dell’azienda? (Quando, come e perché sei stata promossa?)
Sono molto contenta perché negli ultimi sei anni sono stata promossa quattro volte. La prima volta quando sono stata promossa è stato da agente a Assistente Supervisore, grazie ai miei buoni risultati come agente e alle mie abilità di direzione. In qualità di Assistente Supervisore ho iniziato a ricevere altri tipi di attività, ad essere più responsabile per le mie azioni e, la cosa più importante, a dirigere una squadra. Soprattutto ho capito che non c’è nessun “io” nella squadra. Successivamente sono stata promossa come Supervisora. In qualità di Capo Squadra, molte volte devo pensare nell’insieme. Nel 2012, ho avuto l’occasione di impegnarmi nell’apertura della nostra sede, la seconda della Romania, a Craiova. Tramite questa esperienza meravigliosa, ho fatto un passo avanti e adesso ho il piacere di servire l’azienda in qualità di Junior Strategic Account Manager.
3. Cos’ha TELUS International Europe in più rispetto ad altri concorrenti? Cosa li rende unica rispetto ad altre aziende di contact center e giocatori BPO di Bulgaria e Romania?
LA SQUADRA! Siamo una squadra giovane. E siamo aperti e divertenti! Ho partecipato a molti team building in questi sei anni. Mi piace anche il fatto che tutti quelli che si impegnano veramente, lavorando duramente e dimostrando spirito di squadra, hanno l’opportunità di essere promossi!
4. Cosa significa per te “il cliente prima di tutto?” (Come sai già, questo è uno dei principali valori di Telus International).
Noi non ci occupiamo soltanto dei clienti dei nostri clienti, ma anche dei nostri clienti stessi. È molto importante per noi soddisfare i nostri clienti, rispettare i nostri KPI e soddisfare le esigenze dei nostri clienti. Il mio principale obiettivo, ogni giorno, è quello di rendere felici i clienti! Per avere dei clienti soddisfati non dobbiamo dimenticare che è molto importante avere degli agenti soddisfati. Per questo facciamo tutto il possibile per creare un ottimo ambiente lavorativo.
5. Cosa diresti ad un candidato per convincerlo ad unirsi alla nostra squadra?
È semplice: ci offrono moltissime opportunità di imparare. Con noi avete la possibilità di crescere e di svilupparvi come individuo e come membro integrante di una squadra. La nostra azienda tratta i membri della sua squadra con integrità e rispetto. Nonostante lavoriamo duramente perché noi crediamo in quello che facciamo, riusciamo anche a divertirci ogni giorno!
(English) We're growing! Discover how the new global partnership will enhance our unique customer experience offering for fast-growing technology, travel and hospitality, and healthcare brands.
(English) Learn why companies should consider diversity as a strategic tactic in realizing their business goals and outcomes, including attracting top talent, enhancing their brand and delivering exceptional customer service.
(English) Discover how TransferWise, Acorns, Clover Health and Credit Karma are going the extra mile to deliver the best possible fintech customer experience to attract and retain customers.
(English) TELUS International Europe plans to bring back home 150 educated Bulgarians by the end of 2017. They will become part of the TELUS International team and will start a career in an international environment in their homeland.
(English) Internet of Things (IoT) connected home devices are making the contact center and customer service more important than ever. Discover how successful smart-home providers deliver exceptional customer service.
(English) From a minimalist yet cozy interior design to free Wi-Fi throughout, learn how citizenM has redesigned the conventional hotel stay and rewired it for a digital-savvy generation of travelers
(English) Discover how Southwest Airlines has become a leader in customer satisfaction and how a great customer experience can drive overall business success.
(English) Discover how to effectively meet the unique customer service expectations of Generation Z by offering speed, security and availability in each brand interaction.
(English) Discover where fast-growing tech companies are excelling in the online customer journey, and areas that need improvement in order to surpass larger industry rivals.
(English) Three ways high-valued fast-growing tech companies are leveraging customer service to differentiate themselves from established businesses and competing start-ups.
(English) Discover how a well-executed corporate social responsibility (CSR) strategy can help attract and retain top talent in an increasingly competitive human capital market.
(English) Find out what it takes to turn challenging travel experiences into opportunities for customer delight, in this interview with JetBlue's customer commitment and social media manager.
(English) Introducing a checklist to help organizations looking to pursue an omnichannel strategy, assess their readiness and take the first steps to implementing an effective program.
(English) Discover how to effectively utilize technology to make a human connection with consumers in the age of an increasingly digitized customer experience.
(English) Global VP, Kevin Bottoms, shares insights on how fintechs and legacy financial institutions are combining their strengths to offer an exceptional and innovative customer experience.
(English) Our third issue of Customers First is dedicated to travel and hospitality. Discover best practices and expert insights from leading brands, including Jetblue, Joie de Vivre, Turo and more.
(English) Learn what brands in the travel and hospitality industry stand to gain from an omnichannel offering and how to tap into this growing opportunity for seamless customer service.
(English) Technology shapes the way we educate, communicate, conduct business and advance science, all while maintaining significant influence on the global economy. But the way we engage with technology is changing.
(English) Learn how sharing economy companies like Turo and Airbnb are learning both from and with traditional travel and hospitality businesses to improve the customer experience.
(English) Discover why catering to the needs of each demographic is key to creating memorable experiences and customer interactions in the travel and hospitality industry.
(English) Learn how the best travel and hospitality brands are utilizing white-glove service and concierge contact centers to transform travelers from simply being loyal, to proactive brand advocates
(English) Customers today expect more personalized service than ever before. Discover how travel and hospitality brands are using data to attain a true 360-degree view of the customer.
(English) In order to scale business efficiently, fast-growing companies need to be agile and smart with time and resources. Discover expert tips on when and where to outsource.
(English) Discover what organizations with older customers are doing to hire and train the right Millennial agents, as well as to help seniors help themselves.
(English) Delivering pleasant customer service in emotionally heated situations can be challenging. Discover how email can be used proactively to take control of difficult interactions and improve customer satisfaction, in ways that other support channels cannot.
(English) The young fintech industry has some major hurdles to jump over to unlock the value from our aging population. But it's worth the effort with an eye towards app development and customer service that includes these three tips.
(English) Fintech companies like WeSavvy, Wizdee and eToro are changing the finance industry for the better by using technology like social platforms, machine learning, and IoT to create more emotional, high-touch customer experiences.
(English) The coming AI revolution represents an opportunity not just to streamline certain customer service processes, but to take stock of the human touch and consider in what ways it may become more important than ever. Industry experts and AI firms share insights.
In January the leading global management consulting firm A.T. Kearney issued the seventh edition of the Service Location Index. The Index draws a global outsourcing landscape based on metrics in three major criteria: financial attractiveness, people skills and availability, and business environment, measured for each of the 55 countries included in the research.
Multichannel solutions have grown increasingly mobile and consumers have begun to use their cell phones for almost everything. Should a customer want to contact a company or get any sort of information, they have the world at their fingertips.
(English) It has become increasingly difficult for game developers to generate and sustain brand loyalty. While technological advances and the proliferation of social media have generated more real-time interaction with players, it is important not to overlook the importance of player support, or to underestimate its powerful influence on brand loyalty and a player’s likelihood to recommend.
(English) A common trend among organizations nowadays is working with a number of service providers in order to address their contact center requirements. The main reasons in support of this practice are the access to scale and capabilities including languages and geographic market access, competitive tension, flexibility, and risk management.
(English) The world is changing faster than ever before as the population has been growing exponentially and the impact of our actions is felt not only stronger, but also in more and various ways. Populations’ footprint and irreversible impact has various implications for businesses in terms of their corporate social responsibility (CSR) policies as businesses possess not only the human, but also financial capital to be at the forefront of initiating and delivering socially responsible activities.
(English) Multilingualism is the ability of a community of speakers to use multiple languages. In Romania, multilingualism is one of the assets that attract large foreign investments, particularly for the call center and BPO industries. The contact center industry in Romania has been growing rapidly over the past 10 years – as of 2013, it employs over 30,000 people.
(English) In today’s global business environment where customer diversity and global operations are increasingly common, call centers need to offer some level of multilingual support to remain competitive. Multilingual support allows call centers to continue servicing their existing client base while also going after new business opportunities and generating additional revenue.
(English) As Generation Y customers, those born between 1980 and 2000, are heading towards their peak earning years, controlling and influencing a lot of spending it is crucial to factor them in your customer service equation. We offer you 5 simple best practices to follow in your customer service to the Gen Y customers in order to make them your loyal customers and enlarge your customer pool.
What do ninjas, pigs, titans, batman and a soiree have in common? Nothing? Think CallPoint style. What unite them are the members of CallPoint powered by TELUS who epitomized the spirit of those creatures at the annual admin teambuilding of the company. The event took place in the old town of Tryavna, situated in the north slopes of the Balkan range in central Bulgaria. All admin CallPointers from Sofia, Plovdiv, Bucharest and Craiova gathered together on June 21 in the town of Tryavna for the annual administration teambuilding, where their teamwork, intellect, creativity and initiative were tested.
(English) Corporate culture is currently more and more viewed as a crucial factor for employee’s performance, satisfaction and turnover, thus affecting the quality of customer experience. In regard to the importance of corporate culture we want to point your attention to an article written by Carolyn Crews, senior vice-president at our partners TELUS International. The article was originally published on customer Think blog and gives insights and best practices on the “right” corporate culture.