“Transcom’s insights fuel our development plans and keep us in touch with the consumer mind set.”

Nina Sondergard, Head of Customer Servic, RiksTV

The switch from analogue to digital changed the face of the television market in Norway, providing the impetus for the launch of Riks TV in September 2007.  Today Riks TV provides a wide range of channel choices to almost 500,000 customers – around 25% of all Norwegian households – and is the number two player in the market.  Its contact centre partner from the outset, Transcom has supported RiksTV in the race for market share and, today, helps maintain its reputation for service excellence.

“We knew from the start that our customer service operation would need to answer consumers’ questions, not just about the RiksTV offer, but about every aspect of the analogue switch-off and the arrival of digital, what it meant for their TV viewing habits and the buying decision they now faced,” says Vegard.  “With no inhouse contact center capacity, it was clear that we would need to outsource.  We chose Transcom, not just because they were the market leader in Norway, but because they had deep knowledge of the TV industry, both here and abroad, and had worked extensively with high-growth telco companies who, thanks to deregulation, had navigated similar market changes to those we faced.”

Klubbenes Drogseth, Director of Customer Service & Sales, RiksTV

Find out more about our work with RiksTV.  Read our case study (PDF).