My Transcom Experience

Posts published October

Author: Bart de Goeij

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Summer Games at Transcom Groningen

In a non-Olympic year, our Team Leaders at the DSL Department for one of our clients decided to organize their own Summer Games. During August and September all agents engaged in a multifaceted contest to be the champion. Yes, it was important to take part in the games, but winning was particularly interesting because of the great prizes that had been promised.

The agents could gain points in several fields, such as customer satisfaction, quality, conversion and efficiency. These were weighted, customer satisfaction being the most important metric.

Actions like this are great fun. They enthuse and motivate agents, create healthy competition and enable management to create extra focus where needed. The beauty is that it all translates into the best service for our customers.

Competition was fierce and during the first couple of weeks standings changed drastically on a daily basis. Halfway through the Games, a small group of agents emerged as leaders. It was clear that they would be battling for the prizes.

At the end it appeared that we had a clear number one, Remond Settels. He gathered more points than numbers 2 and 3 combined! He completely deserved the grand prize, a very, very big television set. Remond had to ask a colleague to bring it to his house, where he had to adjust some things in order to fit it in so he could actually use it…

Remond Settels and his brand newTV

Remond Settels and his brand newTV

Remond Settels and Robin Hoen

Remond Settels and Senior Team Leader Robin Hoen, who organized most of the Summer Games

Author: Helina Kuusk

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Praise from a Customer: Transcom Estonia

Have you ever had problems with your computer, smartphone or some other device? Well, then you know how frustrating it can be to try to work out technical problems. And it can get even worse if you call the helpline and the customer service representatives do not seem to understand your frustration or simply are not interested in you. They may try to help you, but act in a cold, formal manner.

Here at Transcom Estonia, we aim to create a great customer experience in these situations and do our utmost to make the customer feel at ease by showing empathy and being patient. We would like the customer to feel that we take the time to solve their problem.

Here is an example of how we do it. We received praise from one of our customers who called the technical helpline:

Hello! I called you on the 17th of September as I had problems with decrypting the document. I was instructed by agent A. H.  for quite some time. After doing as instructed, everything was working again.

I would like to thank you for being so patient and thanks for your good advice!

Feedback like this makes us really proud of what we do and make us go the extra mile to create exceptional customer service.

Author: Álvaro Vázquez

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Employee care service launched in Transcom Atica

This spring, we started delivering a new service in Transcom Atica. Our new client, a global leader in the energy sector, has chosen to outsource its employee care service to Transcom. We believe that this service represents a new growth opportunity for Transcom.

Since our client is a multinational company with more than 17,000 employees around the globe, it goes without saying that this is a complex undertaking. Although this project differs in many respects from our core customer care business, Transcom’s service delivery platform and skills are very well suited to adding value to our clients in the employee relations field as well.

We have trained agents and put in place the necessary support structure to provide services in three languages to our client’s employees in Spain, Portugal, Brazil and Peru, through a multichannel platform including phone, email, fax and internal mail.

Our Transcom team in full activity

During the first few months of service, Transcom’s team has proven its capacity to add value in employee relations, communicating efficiently with our client’s employees in various countries that differ in terms of legal frameworks and collective agreements.

I would like to thank the team and acknowledge the tremendous effort and good work that everyone involved has demonstrated in the implementation of this campaign (Sales, PMO, IT, Operations). Our people have already exceeded our expectations, both when it comes to the high levels of quality achieved and the fast resolution times for our end users.

Author: Silvia Fernández González

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New ways of recruiting the best team

You’ll never get a second chance to make a good first impression. Taking this into account, at Transcom we focus all our efforts on creating an outstanding customer experience from the very beginning: The recruitment phase.

That is why we are always looking for talented people to become part of our team through different recruitment channels: publishing vacant positions in the local press and radio, on the Internet, as well as making agreements with academic institutions or with the ‘Instituto Leonés de Desarrollo Económico’.

Transcom training course in Astorga

Transcom recently started collaborating with Astorga, a city of 12,000 inhabitants. Transcom personnel delivered a local training course which the city council encouraged its citizens to attend.

During this first one-week course, we trained 20 people, focusing on sales and customer care skills, contact center structure, and Transcom’s history as well as how we add value to our clients through delivering an outstanding customer experience. After completing the course, the participants became eligible for future campaigns at our Leon center, greatly simplifying the recruitment process.

The successful pilot initiative has demonstrated that this can be an effective way to identify good candidates, while at the same time providing Transcom with an opportunity to share our knowledge and experience throughout the region. We plan to repeat this process in other locations in the near future.

Author: Jolanta Budzinska

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Transcom Poland helps children get ready to go back to school

The Transcom Team in Poland recently organized a charity event and collected school supplies for the ARKA Association, which helps children and families.

Transcom has been cooperating with this association for a few years, helping them through organizing collections. Usually we collect toys, clothes, books, candies, etc for children who have a very difficult situation at home. After school, they spend a lot of time in the Arka Home, where they can do homework with volunteers and teachers. They also have the opportunity to play, have fun and even get additional meals, psychological help and speech therapy. This House of Helping Children is a very special place for them.

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Since a new school year is beginning, Transcom in Poland decided to prepare some useful things: notebooks, markers, crayons, paints, etc. Our HR Department prepared information posters and promoted the idea.

Our employees brought what they wanted. Our Team Leaders had a great idea, collecting money in order to buy additional items. This way, we were able to contribute much more. Huge packages were prepared and delivered to the children from Arka.

ZbiorkaStowarzyszenie

These activities aren’t new to us. Our team really likes to do useful activities like this. Not only do we contribute to our community, but we also have fun during collection competitions.

I would like to thank our people – it’s great that we can count on you and that you are sensitive to others’ needs.