My Transcom Experience

Posts published June

Author: Przemyslaw Wlodarczyk

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Transcom Poland expands the financial services team

As a result of our employees’ customer experience expertise and heavy work, one of our clients, a leading bank in Poland has chosen to extend its cooperation with Transcom Worldwide Poland. Our financial services team will be broadened by 25 specialists focused on selling financial products.

When we started the cooperation with the bank in May last year the team consisted of eight outbound specialists, one year later we have 50 specialists working with this client.

We have identified two key success factors that contributed to the expansion of the project.

First, as the team delivered high quality and met the client’s targets from day one, our client trusted Transcom not only to sell their service to new prospects, but also to their current customers.

The second success factor is the great relationship we have with the bank, which allow us to become not only supplier but a true business partner.

“Transcom’s team presents the highest motivation, creativity and positive approach to new challenges and successfully solve arising problems. As a client, we can always count on their support, suggestions and good communication. That allows us to continuously expand our cooperation.” – said client representative.

Transcom_team

The Transcom financial services team in Poland celebrating the project’s first birthday.

Author: Lorena Marzolo

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Successful Transcom Cares project in Italy resulted in a modern playground for disabled children

In 2012, Transcom employees in Italy produced the book  “Giglio dell’Aquila”  and donated all the sales to the local Italian Red Cross organization in L’Aquila. A year ago, Transcom Italy and the Italian Red Cross initiated a cooperation regarding solidarity projects in L’Aquila and it was decided that Transcom’s donation would be used to do something practical for the children in this city.

Four months later we achieved our goal! On October 31st 2013, Transcom, the Italian Red Cross and the non-profit organization “Forza L’Aquila” inaugurated the new Forte Spagnolo Playground in L’Aquila.

RAI journalist Rosanna Cacio, cutting the ribbon.

RAI journalist Rosanna Cacio is cutting the ribbon.

After an institutional ceremony at the auditorium, the renovated playground was officially opened by the local Archbishop. The event was attended by our General Manager Roberto Boggio, by Italian Red Cross vice-president Maria Teresa Letta, and by Carlo Caione, President of the Forza L’Aquila Association.

In the afternoon, the “Mamme Aquilane” (“Mums from Aquila”) Association organized a Halloween party at the playground for all the city’s children. It is impossible to describe the joy and enthusiasm on the youthful faces of the thousand children who came to the event…

Forte Playground

The project was not a simple one, but after the idea had been presented, everyone wanted to take part in this solidarity initiative; from members of the public and businesses to government institutions. Initially we had planned for some  renovation works as refurbishment and safety improvement for existing equipment and to add a few new attractions. But as work progressed, everyone’s enthusiasm and desire to do more grew quickly. The project received support both from the city and beyond. This involvement encouraged many more sponsors to contribute to our initiative, including a newly married couple from Milan, who asked their relatives and friends to donate money to our playground project instead of giving them wedding presents.

We started with a simple refurbishment plan, but in the end we delivered a modern and socially-aware facility to the city. The playground has been provided with new equipment for children with special needs, including those in wheelchairs. With the support of the local “Unione Italiana Ciechi” (“Italian Union of the Blind”), we introduced braille signage to allow visually impaired children to find their way around and use the playground. And with the help of other donations, in the final stages of the project we were able to add a mini football pitch, which can also be used by visually impaired children with a specially designed “sound ball”.

At Transcom Italy we are very proud of our Transcom Cares project and we are extremely happy to have been able to do something practical for the adults of tomorrow.

A football pitch for the visually impaired.
A football pitch for the visually impaired.
Author: Fidel Rodríguez

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Listening workshops at Transcom San Fernando improve customer experience

Inspired by the quote “We have two ears and one mouth so that we can listen twice as much as we speak, Transcom San Fernando decided to organize “Listening workshops” for our agents.

The main purpose with our workshops was to create a training process whereby the team could learn – in a positive and dynamic way – about the mistakes that were made, and how to do better next time. Investing time and effort in this kind of training will result in an improvement in our agents’ performance, as well as in the quality of calls, which will have a positive impact on the overall customer experience we deliver.

The workshop was split in two different types of sessions:

  1. Individual monitoring: The team leader joins each member of his team to listen and evaluate the calls attended by the agent. It allows a positive and constructive self-criticism and a moment of reflection about the mistakes made during the call.
  2. Team monitoring: A group of agents and their team leader, a senior, team leader and a Product Specialist, gather around a call that exemplifies all the most common service deficiencies, analyze them together and learn from each other’s experience.

Listening Workshop

Each team leader then has a constructive “Listening workshop” with her or his team. This way, the team has a specific time to work on quality, which results in agents getting a better understanding of the importance of a good call and the impact it has on our customers’ overall service experience.

During 2014, we will award the agents and teams with the best quality rates on a monthly basis, with a poster with their photos, rewarding not only the achievement of sales goals, but also the featured agents’ skills.