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Spring Newsletter

14.04.2021

Dear readers,

Welcome to the spring edition of the TBS newsletter. Even though we are already in the calendar spring, the weather still had a few tricks up its sleeves. That is why we have been drifting in April through the warm sunny days, the rainy days and even the old snowy days. We have therefore experienced almost all possible weather scenarios in one month. As expected, the road and traffic conditions have followed those drastic changes in the weather patterns, but that did not scare our experienced team, if anything, it gave us more motivation to solve the traffic related assistance cases.

The month March also marks one year since the global Covid-19 pandemic was declared, that is why a portion of our spring newsletter will be dedicated to the advices on how to best prepare and deal with this new reality and how to remain as optimistic as possible despite the grim situation. We will also touch on the subject of the motorcyclists and the assistance dedicated to them.

We will conclude this newsletter by presenting to you our project of a »mystery shopper«, which was organized and performed in our assistance center company, and which has yielded great results.


1. How to keep a “cool mind” looking at the flood of negative news regarding the Covid-19 pandemic lockdown restrictions


For more than a year, the entire world has been living under the veil of this crazy pandemic. By now, we could expect, that everyone would have gotten used to the lifestyle changes, that came along with it. The so called “new reality” of wearing masks, hand sanitization, social distancing … a year ago, nobody would have thought, that this would represent our everyday lives. Like it or not, Covid-19 has managed to change all our lives and shake our society to its core in this past year. We were plunged into a new world, where we are being bombarded with new, often times conflicting information, conspiracies, restrictions, mandates etc.

The pandemic did not only bring us the basic rules and mandates regarding the personal hygiene, but also a lockdown for many non-essential services and businesses, a massive scale down on social activities, the enactment of a police hour, a shift to the work from home and many other things.

Our company was also amongst the ones who were forced by these new challenges into adapting its day to day business operations and we are proud, that we have managed to adapt promptly and effectively. Based on our own experiences, the biggest challenge for us was to establish and to successfully organize the work from home virtual environment. Zoom, Skype, Microsoft Teams etc., terms all of which were previously known, but were not yet a primary standard work tool. Meetings and daily operational communication, everything was suddenly moved into this new virtual environment. It has been over a year and yet we still have not gotten completely used to this new situation, as we are so fond of the teamwork and team spirit in the offices.

To ease our lives outside of the offices as much as possible and to extract out of this unfortunate situation as much as possible, we at TBS TEAM 24 have following recommendations:
 
1) Daily dose of fresh air


Every day you should take a short walk in the nature, to breathe in the fresh air, clear your mind and enjoy observing the awakening spring nature. Even 30 minutes of easy paced walking on the fresh air, can have a positive effect on your physical as well as psychological wellbeing. By walking outside on the sun, you will acquire Vitamin D, you will improve your sleeping quality, strengthen your immune system and you will more successfully manage your bodyweight and composition. Walking will also clear your troubled mind, reduce the anxiety, and alleviate the feelings of depression. Taking a short stroll will also help to reduce the stress and the pain sustained on your spine, due to the increasing hours spent in the sitting position.

2) Maintain contact and relationships with your family and friends


Even though we cannot currently enjoy in a carefree and in person socializing behavior, like we were used to up to this point, we can still maintain our contact with our family members and friends. We recommend you set up and dedicate a certain day in your weekly schedule to perform a video call in order to exchange the news, check if anyone needs any help or delivery of anything etc., you can even schedule an online game of cards or any other social game. That is how you will make sure, that you reserve and dedicate one day in a week to maintain your relationships with family members and friends and the games will only make this time more enjoyable and well spent.

3) Be open if you need any kind of help or just a good old conversation

This past year has brought us a lot of new challenges, that have tested our limits. From a complete lockdown of our societies, to restrictions regrading travelling over the state borders, the closure of kindergartens and schools, work from home etc. The parents of young children were hit extensively hard, besides working from home, they also had to assume the new roles of teachers, caretakers, cooks, animators etc. It is normal, that all this new added stress might lead to an increased anxiety.

That’s why it is important to talk and open up to a friend, a family member, a neighbor … and you will soon figure out, that you are not fighting all of those battles alone. By talking openly about stress, you will share and release a great deal of burden off your shoulders.


TBS TEAM 24
wishes, that we will all soon be able to return back to our well established routines, but nonetheless we have learned a lot from this past year. We have learned how to face new challenges, rise to the occasion, adapt, and grow in the environment filled with new unknown situations. We have learned how to be more patient and what are those things that truly count in our lives. Despite all that, we remain positive and we maintain our optimistic outlook, that this obnoxious pandemic will soon be over and that new, better times are awaiting us just around the corner. We are determined that this pandemic will not define us and that we will all manage to beat it and rise out of it better and stronger.

Stay healthy!

2. Springtime and the motorcycling season


One of many products, for which our team is conducting and organizing assistance services, is the motorcycle assistance. Like every year, nice warm and sunny spring weather attracts the motorcycling enthusiasts out on the roads. Because the road surfaces are still cold at the beginning of the spring, which does not offer the optimal traction, it is important to remain vigilant and extra careful, and to adjust your driving speed accordingly to avoid unnecessary accidents.

Recommendations for safe driving:

- before driving, check the tire pressure
- always use a protective helmet while driving
- always use protective clothing with pads and shields
- always have your lights on the motorcycle turned on
- wear reflective clothing to increase the visibility of your presence on the road to the other drivers
- while driving through a left turn, remove yourself further out to the edge of the road and away from the middle lane splitting line, so that your head does not cross over it and crash in the vehicles driving in the opposite direction
- adjust the driving speed during the first minutes of the rain when the road surface is getting wetter
- if your motorcycle does not have an ABS, do not brake while your tires are positioned over the road signalization lines
- avoid asphalt surfaces on which there is a presence of sand, oil etc. (especially in the turns)
- the reaction time under ideal lab conditions is 0,6 – 0,8 seconds, on the real road conditions it increases to 1 second, but during a tired and unconcentrated driving it goes up to 2 seconds or more
- the braking distance at speed of 100 km/h equates to 40 meters. This distance depends on both the reaction time of the driver and the road conditions and braking power of the motorcycle
- do not drive, if you have ingested alcoholic beverages, drugs, psychoactive medications, or if you are too tired
(source: www.policija.si)

3. Project: Mystery shopper

By the end of the 2020, we have finished with yet one of our many projects with which we wanted to check the satisfaction of our customers with our operational work in the call center. Using the outside contractor, we have organized a project “mystery shopper”, which helped us to check the quality of the work performed by our agents in our call center. Once again, we have received a confirmation of our quality, that our agents are performing their work with excellence and with a great deal of empathy towards the clients in the moment of need. In 4 out of 6 categories being tested, out agents have scored and average result above 91% and we are very proud on that result. The highest result overall was 97,14% and the average result across the board was 88,73%, which represents a very satisfactory result, that we take great a pride in. This gives us a confirmation and trust, that we are performing our mission with a great deal of quality, expertise and empathy to the fellow human being.


The categories that were being tested were: accepting the incoming phone call and the first impression that the clients got about our employees, quality of the conversation, closure of the conversation, politeness of the final greeting and the overall purchasing experience. We are very pleased with the results in all of the categories, but nonetheless we are striving to improve even further in the categories that were not marked with the highest excellence grade. Only by working on ourselves with the desire to improve, can we manage to grow even further and offer to our customers even better experience with our call center service.


 
 
 


Read all

Spring Newsletter

14.04.2021

Dear readers,

Welcome to the spring edition of the TBS newsletter. Even though we are already in the calendar spring, the weather still had a few tricks up its sleeves. That is why we have been drifting in March through the warm sunny days, the rainy days and even the old snowy days. We have therefore experienced almost all possible weather scenarios in one month. As expected, the road and traffic conditions have followed those drastic changes in the weather patterns, but that did not scare our experienced team, if anything, it gave us more motivation to solve the traffic related assistance cases.

The month March also marks one year since the global Covid-19 pandemic was declared, that is why a portion of our spring newsletter will be dedicated to the advices on how to best prepare and deal with this new reality and how to remain as optimistic as possible despite the grim situation. We will also touch on the subject of the motorcyclists and the assistance dedicated to them.

We will conclude this newsletter by presenting to you our project of a »mystery shopper«, which was organized and performed in our assistance center company, and which has yielded great results.


1. How to keep a “cool mind” looking at the flood of negative news regarding the Covid-19 pandemic lockdown restrictions

For more than a year, the entire world has been living under the veil of this crazy pandemic. By now, we could expect, that everyone would have gotten used to the lifestyle changes, that came along with it. The so called “new reality” of wearing masks, hand sanitization, social distancing … a year ago, nobody would have thought, that this would represent our everyday lives. Like it or not, Covid-19 has managed to change all our lives and shake our society to its core in this past year. We were plunged into a new world, where we are being bombarded with new, often times conflicting information, conspiracies, restrictions, mandates etc.

The pandemic did not only bring us the basic rules and mandates regarding the personal hygiene, but also a lockdown for many non-essential services and businesses, a massive scale down on social activities, the enactment of a police hour, a shift to the work from home and many other things. Our company was also amongst the ones who were forced by these new challenges into adapting its day to day business operations and we are proud, that we have managed to adapt promptly and effectively. Based on our own experiences, the biggest challenge for us was to establish and to successfully organize the work from home virtual environment. Zoom, Skype, Microsoft Teams etc., terms all of which were previously known, but were not yet a primary standard work tool. Meetings and daily operational communication, everything was suddenly moved into this new virtual environment. It has been over a year and yet we still have not gotten completely used to this new situation, as we are so fond of the teamwork and team spirit in the offices.

To ease our lives outside of the offices as much as possible and to extract out of this unfortunate situation as much as possible, we at TBS TEAM 24 have following recommendations:


 1) Daily dose of fresh air


Every day you should take a short walk in the nature, to breathe in the fresh air, clear your mind and enjoy observing the awakening spring nature. Even 30 minutes of easy paced walking on the fresh air, can have a positive effect on your physical as well as psychological wellbeing. By walking outside on the sun, you will acquire Vitamin D, you will improve your sleeping quality, strengthen your immune system and you will more successfully manage your bodyweight and composition. Walking will also clear your troubled mind, reduce the anxiety, and alleviate the feelings of depression. Taking a short stroll will also help to reduce the stress and the pain sustained on your spine, due to the increasing hours spent in the sitting position.

2) Maintain contact and relationships with your family and friends


Even though we cannot currently enjoy in a carefree and in person socializing behavior, like we were used to up to this point, we can still maintain our contact with our family members and friends. We recommend you set up and dedicate a certain day in your weekly schedule to perform a video call in order to exchange the news, check if anyone needs any help or delivery of anything etc., you can even schedule an online game of cards or any other social game. That is how you will make sure, that you reserve and dedicate one day in a week to maintain your relationships with family members and friends and the games will only make this time more enjoyable and well spent.

3) Be open if you need any kind of help or just a good old conversation

This past year has brought us a lot of new challenges, that have tested our limits. From a complete lockdown of our societies, to restrictions regrading travelling over the state borders, the closure of kindergartens and schools, work from home etc. The parents of young children were hit extensively hard, besides working from home, they also had to assume the new roles of teachers, caretakers, cooks, animators etc. It is normal, that all this new added stress might lead to an increased anxiety.

That’s why it is important to talk and open up to a friend, a family member, a neighbor … and you will soon figure out, that you are not fighting all of those battles alone. By talking openly about stress, you will share and release a great deal of burden off your shoulders.


TBS TEAM 24
wishes, that we will all soon be able to return back to our well established routines, but nonetheless we have learned a lot from this past year. We have learned how to face new challenges, rise to the occasion, adapt, and grow in the environment filled with new unknown situations. We have learned how to be more patient and what are those things that truly count in our lives. Despite all that, we remain positive and we maintain our optimistic outlook, that this obnoxious pandemic will soon be over and that new, better times are awaiting us just around the corner. We are determined that this pandemic will not define us and that we will all manage to beat it and rise out of it better and stronger.

Stay healthy!

2. Springtime and the motorcycling season


One of many products, for which our team is conducting and organizing assistance services, is the motorcycle assistance. Like every year, nice warm and sunny spring weather attracts the motorcycling enthusiasts out on the roads. Because the road surfaces are still cold at the beginning of the spring, which does not offer the optimal traction, it is important to remain vigilant and extra careful, and to adjust your driving speed accordingly to avoid unnecessary accidents.

Recommendations for safe driving:

- before driving, check the tire pressure
- always use a protective helmet while driving
- always use protective clothing with pads and shields
- always have your lights on the motorcycle turned on
- wear reflective clothing to increase the visibility of your presence on the road to the other drivers
- while driving through a left turn, remove yourself further out to the edge of the road and away from the middle lane splitting line, so that your head does not cross over it and crash in the vehicles driving in the opposite direction
- adjust the driving speed during the first minutes of the rain when the road surface is getting wetter
- if your motorcycle does not have an ABS, do not brake while your tires are positioned over the road signalization lines
- avoid asphalt surfaces on which there is a presence of sand, oil etc. (especially in the turns)
- the reaction time under ideal lab conditions is 0,6 – 0,8 seconds, on the real road conditions it increases to 1 second, but during a tired and unconcentrated driving it goes up to 2 seconds or more
- the braking distance at speed of 100 km/h equates to 40 meters. This distance depends on both the reaction time of the driver and the road conditions and braking power of the motorcycle
- do not drive, if you have ingested alcoholic beverages, drugs, psychoactive medications, or if you are too tired
(source: www.policija.si)

3. Project: Mystery shopper

By the end of the 2020, we have finished with yet one of our many projects with which we wanted to check the satisfaction of our customers with our operational work in the call center. Using the outside contractor, we have organized a project “mystery shopper”, which helped us to check the quality of the work performed by our agents in our call center. Once again, we have received a confirmation of our quality, that our agents are performing their work with excellence and with a great deal of empathy towards the clients in the moment of need. In 4 out of 6 categories being tested, out agents have scored and average result above 91% and we are very proud on that result. The highest result overall was 97,14% and the average result across the board was 88,73%, which represents a very satisfactory result, that we take great a pride in. This gives us a confirmation and trust, that we are performing our mission with a great deal of quality, expertise and empathy to the fellow human being.

The categories that were being tested were: accepting the incoming phone call and the first impression that the clients got about our employees, quality of the conversation, closure of the conversation, politeness of the final greeting and the overall purchasing experience. We are very pleased with the results in all of the categories, but nonetheless we are striving to improve even further in the categories that were not marked with the highest excellence grade. Only by working on ourselves with the desire to improve, can we manage to grow even further and offer to our customers even better experience with our call center service.




 

Read all