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TBS Team 24 Newsletter Issue #5

02.03.2016

SUMMER SEASON IMPRESSIONS

“We’re simply the best, better than all the rest …”

Our team had a special TBS summer season anthem: “This Summer’s Gonna Hurt” and if anyone asked How Trix is, we would almost go “Insane in The Brain”. But the summer season is long over and we can proudly say we are still “Alive”.

It was of course not all that heavy. Summer seasons are always the same, meaning a lot of work, a load of cases and phone calls and many, many stressful situations. It is probably easy for me to say. After 11 summer seasons I am almost immune to it, but the new colleagues were probably asking themselves: »Oh dear Lord, what the h***??« I am happy to say that all new colleagues, who started right in the summer season, are still here “Breathing” and remained a part of our team, even after this Summer season that could be referred to as: The Summer season of All Summer seasons in which we broke all companies records.

Regardless of the pressure, stress and “panic”, the main focus always remained on the satisfaction of our clients and customers, the people who needed help and assistance either travelling to their holiday destination or back home. It was and still is our primary goal to organize help as fast as possible and the best possible way we can.

In one of the previous Newsletters I described the assistance operator as a Ninja Turtle on a special mission, but after this summer season I think we all were (my colleagues and all other assistance operators) Superheroes with Superpowers managing hundreds of problems per day, every day, joggling with different cases, different people and different problems and not going “Insane in The Brain”. I think I can proudly say we did very well and our after season anthem should be: “We are the champions….”

Iris Žunko, Team leader operations


COMPLIMENTS FROM OUR CUSTOMERS …. (only very few from the summer season)

“Dear Colleagues, thank you so much for taking care of this case and finding a cheaper solution. You are great!”

Customer from Germany

“GREAT JOB! Thank you so much for your professional work. Thank you very much for your co-operation!”

Customer from Germany

“Thank you for your superb and fast work!!!!! J”

Customer from Austria

“Thank you very much, the client is very glad with your help.”

Customer from Czech Republic

“Thank you very much for the information. You are doing a great job!”

Customer from Austria

“Thank you so very much for the very good assistance that you have provided us with. Once again THANK YOU!”

Customer from Denmark

“You are just perfect … great !!!!! Thanks a lot.”

Customer from Switzerland

“I want to thank you for your precious help in this sensitive case management. Your cooperation and assistance was really helpful. Looking forward working with you in a short future. Warm regards.”

Customer from Luxemburg


AFTER SEASON REVIEW (2015 versus 2014):

+19,48% in claims handled 2015 versus 2014

+10,52% in calls handled 2015 versus 2014

+15,10% in complaints received 2015 versus 2014

+36,07% in compliments received 2015 versus 2014

-2,28% Abandon rate 2015 versus 2014

+0,11% Answer rate 2015 versus 201

+23,49% in social calls handled 2015 versus 2014


MAIN ARTICLE – PLANS FOR 2016

“Every accomplishment starts with the decision to try”

It is after Summer Season time here at TBS and because it is almost “Time to Say Goodbye” to 2015, we are welcoming the New Year and new projects.

We took on quite a lot for the year to come. We have already started with some major projects e.g. network improvement, new assistance program, new call-centre telephone system and to top it all we decided to renovate our company. So now it is all work, work, work and no time to rest for the people of TBS.

Network improvement: the plan for 2016 is to update and renew our provider network in Macedonia, Serbia and Kosovo. Of course this encompasses updating and maintaining the existing network in Slovenia, Croatia, Montenegro and Bosnia and Herzegovina as well.

New assistance program: after almost 2 decades we decided it was time to update our program we are daily working with and one of the “huge” projects is our new program. We plan to realize the project before the next summer season, so we can of course benefit from the innovation, novelties and all the other benefits of the improved assistance program.

New call-centre telephone system: with a new program it is also time to update our telephone system, to make the operator’s job easier and simpler. We aim to be able to introduce the new system at the beginning of the New Year.

Renovation: what would a new telephone system and a new assistance program be without a renewed venue? Thus, we decided to also “update” our working space. We started with a small “update” but ended up refurbishing our entire company.

We indeed have BIG plans for 2016!Think big, dream big, believe big and the results will be big.


INTRODUCING OUR NEW TEAM MEMBERS

In May 2015 we employed 3 new operators to help in the peak of the summer season, but as they did very, very well we decided to keep them on board. Everyone surviving this Summer Season is worthy of being part of the Team.


INTRODUCING OUR NEW COMPANY WEBSITE –www.tbs-team24.com

It is with great excitement that we unveil our new website to you. Aside from an updated look, the new website features a powerful new way to sift through our portfolio, making it easier for you to better understand our wide range of services and capabilities. We think you’ll like the new look and we’re sure you’ll like the improved navigation and fresher information.

and finally our MOTTO for 2016:

“Everything is possible. The impossible just take a little bit longer.”

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