My Transcom Experience

Posts published November

Author: Agustín Romero

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Building effective teams at Transcom Isla Sicilia

The importance of the employees to any company’s success is something that is indisputable. Having teams of motivated and conscientious people is absolutely key to achieving the goals in each of our client projects.

The maturity of our employees, their ability to deal with the daily challenges and their attitude toward life and work are aspects that we have decided to address within our training programs at Transcom Isla Sicilia. That is why, in addition to the typical training in product knowledge and sales, we carry out “Self-motivation workshops” specifically aimed at agents and team leaders of sales campaigns. The main objectives of these workshops are:

  • Release of negative mental attitudes.
  • Responsibility for individual actions.
  • Reinforce individual and team commitment.
  • Knowledge and experience sharing in a fun atmosphere.

Teambuilding session at Transcom Isla Sicilia

Concepts such as dependence, interdependence, and teamwork are an important part of the course, encouraging knowledge sharing and team building.

Team Leader's training course

It is all about reinforcing the idea that we can take responsibility for our actions and results only by being aware of our own capabilities, and by maintaining an open attitude. Only through our own independence can we build interdependence between the members of the team, which is essential to achieving our clients’ goals and objectives.

Author: Monica Llagostera

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Transcom supports the Spanish Red Cross on its special day

The Spanish Red Cross day, known as “El día de la Banderita”, took place on October 3 this year. It is a 100-year-old event that has become the biggest source of funds for the non-profit organization.

During one single day, the organization places out a large number of tables in the main cities, where volunteers encourage citizens to make donations and, in return, give the donors a badge to wear, “la banderita”.

Transcom Volunteers with the Spanish Red Cross

This year, Transcom was invited to participate. Eight of our employees volunteered to take care of one of the tables in Madrid during the whole day.

We also had the opportunity to give our respects to H.M. the Queen Sofia at the table she was presiding over, where she received Isabel Sanchez Lozano, the General Manager for Transcom’s Iberia & Latin America Region, our Human Resources Manager for Iberia and Latin America, Rosana Garcia, and Cristina Villegas, Human Resources motivation support.

H.M. the Queen Sofia receives Transcom representatives

Later in the day, H.R.H. Letizia Princess of Asturias received Cristina Villegas and three Transcom employees as representatives of the three contact centers we have in Madrid.

H.R.H Letizia Princess of Asturias receives the Transcom representatives

Author: Hartmut Jaschok

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Creating customer experience through effective recruiting

Customer service is the backbone of Transcom, and our customer service specialists are at the front line, creating outstanding customer experiences every day. Having the right people on our teams is imperative to success. Together with our recruiting outsourcing partner in Germany, we have devised a new way of attracting the best candidates for a major global client. Being a global company, we were able to leverage good practices from other parts of our organization, especially from our colleagues in the Netherlands in this case.

Literacy tests are one important component of the recruiting strategy we created to attract and select highly talented and educated applicants. An appropriate level of literacy skills is essential to providing a high service level to our global client’s customers. By hiring people who are not just “looking for a job”, we were able to quickly build a top-quality workforce, that was able to reach the targets in the first month of operation.

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Being able to identify an adequate number of high-caliber applicants is critical to building a high-performing workforce. Success depends on continuously improving our recruiting practices, with the objective of attracting the most talented customer service representatives, and then making sure that they stay highly motivated and choose to build a career at Transcom.

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To motivate our people and stress our team spirit, we put in place many activities.

We also try to create a friendly atmosphere outside of working hours. One example is our new Dragon boat Team in Rostock!

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Author: Alan Girón

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Incentivizing and motivating for success

A company’s health depends in large part on its people’s skills and level of commitment. For this reason, we have developed a plan at Transcom Lima which helps us motivate and retain the best agents working on our sales campaigns.

This past July, we launched a new incentive model with the objective of encouraging our best sales performers.

We have defined three performance stages: Incubator (first 3 weeks), Cradle (weeks 4-8) and Tigers (9th week-) each of them with defined objectives in order to evaluate our agents’ performance as high, medium or low.

By combining two indicators, the employee’s tenure and the performance achieved, we obtain a scale of incentives that rewards up to 50% more to those who perform at a high level and stay with us longer.

Since the launch of the model, we have managed to increase our sales by 15% and lower staff attrition among high performers.

Author: Johan Eriksson

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Transcom launches “Transcom Cares” as its overarching Corporate Social Responsibility (CSR) governance program

Today, we are announcing that we have established Transcom Cares as the overarching governance program for our Corporate Social Responsibility (CSR) activities.

In order to be successful and create value, we need to meet the expectations of all our key stakeholders: our clients, employees and investors, as well as the communities that we are a part of. This is the basis for our CSR work, which forms an integral part of our day-to-day business activities. At Transcom, CSR means that we always do our utmost to do the right thing by our clients, our people and our communities. This ambition is encapsulated in Transcom Cares. While this program initially covered our community engagement activities, we are now broadening the program’s scope to provide strengthened governance and coordination for all Transcom’s CSR focus areas.

Three prioritized focus areas make up the core of the Transcom Cares program: people development, equality & diversity, and community engagement.

People development

Every year, we hire thousands of new people on whom our business results depend. So it is not an exaggeration to say that people truly make all the difference in our business. It is important for us to be recognized as a responsible employer, attracting people and strengthening our brand in all our local markets. We aim to create honest, flexible, safe and comfortable working environments where our people can develop their careers and enjoy their working lives.

Equality and diversity

The global presence and demands from the more than 400 international brands that we serve has made us a forerunner in equality and diversity. We are focused on attracting top talent and retaining people to build a truly global company that is prepared to meet and deliver towards diverse business cultures in all corners of the world. We strive for gender equality on all levels, and are dedicated to showing that equal opportunity employment is part of our DNA.

Community engagement

We believe that a committed involvement in the communities in which we operate not only strengthens our employer brand, but also maintains our license to operate in the markets where we choose to compete. Many of our community engagement activities depend on our employees’ passion to contribute their time and energy, making us all proud to work at Transcom.

In addition to the three CSR focus areas described above, Transcom fully supports the ten principles of the UN Global Compact with respect to human rights, labor rights, environmental care and anti-corruption work. These principles are an integral part of our corporate strategy, business culture and day-to-day operations. Therefore, as part of our on-going pledge to deliver an outstanding customer experience in a global sustainable society, Transcom is a signatory of the UN Global Compact. We are whole-heartedly committed to ensuring that we comply with the UN Global Compact and its principles.

Read more about our Transcom Cares program.

Some background information:

Author: Susanne Reuter

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Parliament member visited Transcom Karlskoga

Parliament member Johan Pehrson and his colleague Lars Hultkrantz recently visited us here at Transcom Karlskoga. Local media was also present during the visit.

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Our Contact Center Manager, Bengt Öhman, made a short presentation of Transcom and then we did a tour of the center. Our Business Managers explained how the operation is set up and how we add value to our clients.

Our visitors were very impressed by our agents, especially when they realized how much skill and knowledge you need in order to be effective at this job.

They were also very impressed by the way we work together with our newly recruited staff – for example our professional training programs.

We also talked about Transcom’s important role as an employer of young adults. Transcom is one of the largest employers in Karlskoga and we are keen to explore how we can further improve our partnership and cooperation with the local municipality.