My Transcom Experience

Posts published February

Author: Matteo Ferrari

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Transcom expands in Eastern Europe and opens new contact center in Serbia

Many of the world’s best-known companies have recognized the economic potential of Serbia, including Transcom, having recently opened a new contact center in Belgrade. Thanks to its geographical position at the crossroads of Eastern and Western Europe, Serbia is often referred to as the continent’s gateway and this strategic location makes it an excellent country in which to invest.

The new Belgrade site – situated in the city center district of Vracar – was officially opened in the summer of 2014.  The inauguration represents a further step forward for Transcom’s geographical expansion in Eastern Europe, as this area is a key component in the Central & South Region’s growth strategy.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

The new Belgrade Customer Experience Center, with a capacity of over 180 workstations, will initially provide near shore services, mainly for the German market.  But because of the high rate of multilingualism which is a distinctive feature of the Serbian capital, they will shortly be joined by other cost effective services in the main European languages, particularly English, which is very widely spoken, as well as in Italian, French and Spanish.

INTERNATIONAL Belgrado02

As of today, the contact center provides customer services for an important German internet and media company and a prestigious Luxembourg-based bank .

The site went operational in August 2014 with the delivery of French-language services for the Luxembourg bank. The opening ceremony was attended by Transcom management and the entire Serbian project team, who celebrated our important partnership together with the Client. The ceremony was brought to a close, as usual, by a toast and the cutting of the cake prepared to mark the occasion.

Cutting the cake with the Client.

Cutting the cake with the Client.

The new Transcom site in Belgrade illustrates our commitment to finding new delivery solutions in countries that can guarantee our clients a perfect balance between costs and competitiveness. In the specific case of Serbia, the local market is not yet saturated and as a result the available workforce is low-cost but with a high level of foreign language knowledge.

Transcom Italy wins award for “Best contact center outsourcing partner in 2014”

The prestigious award was awarded on February 12 by a panel of experts appointed by the CMMC Club, an Italian association that brings together companies and professionals working in the customer experience management industry. The award, which can be thought of an Oscar in the contact center sector, is assigned by a panel of experts who choose the winners based on a ranking using specific parameters. This year’s award had a special focus on “innovation” and, naturally, on satisfying the needs of all the players involved, and customers and users of the service in particular.

The jury’s justification for awarding the prize to Transcom Italy mentions several winning aspects, including the outstanding innovation applied to one of Europe’s most complex and complete citizens care systems that handled over 22 million contacts in 2014  (read more about this client case here).

This contact center provides the public and businesses with pension, social assistance, healthcare, welfare and tax collection services on a multilingual basis. Staff efficiency benefits from the intensive use of knowledge management tools while our multichannel platform ensures increased service accessibility. Other significant winning factors include the standardization of the information and services delivered in multichannel mode and the traceability of interactions. Also taken into consideration was the number of job opportunities Transcom has generated in the Italian labor market.

As for the private sector, a special mention was made of Transcom’s operating model, developed at the contact center, which for the last five years has been used to manage the customers of a global online payments sector leader. The Italian team is recording exceptional customer satisfaction results through a model that empowers the frontline with this responsibility, while giving management a supporting role to play in facilitating the resolution of critical problems and improving the service offered.

I am very proud of this award and thank the entire management team and all the employees and collaborators of Transcom Italy who have worked to gain the company recognition as a market leader. Our strategic objective is now to replicate this “Made in Italy” model across the continent, to be able to offer highly innovative services to everyone living in Europe.

From the left side: Andreas Biondi (Italian Private Market Director), Emanuele Vitale (“LeonarDo Research & Innovation” Project Manager), Roberto Boggio (General Manager Central & South Europe) and Enrico Vivio (Italian Public Market Director).

From the left side: Andreas Biondi (Italian Private Market Director), Emanuele Vitale (“LeonarDo Research & Innovation” Project Manager), Roberto Boggio (General Manager Central & South Europe) and Enrico Vivio (Italian Public Market Director).

 

 

Author: Joseph Roc

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Transcom Cares supports indigenous tribe in the Philippines

Transcom Cares goes beyond the notion of just doing outreach activities to do corporate social responsibility. In late 2014, Transcom Cares in the Philippines brought 30 employee volunteers to assist in an activity for an indigent tribe located in the northern part of Luzon.

These indigenous people, called the Aetas lives in the scattered, isolated mountains of Tarlac. They are a part of the county’s 15 million indigenous people. There is neither electricity nor running water in their houses and the only luxury that they have are their sturdy houses.

Armed with determination and the spirit of giving, our volunteers hiked under the scorching heat of the sun to reach the isolated mountain community. They brought along with them various donations of books, clothes, food, an electric generator, and a television set from fellow Transcom employees.

Upon reaching the mountaintop where the Aeta’s live, the volunteers were set to bring happiness to the Aeta community. They engaged not the children, but the adults with fun games. They also treated the Aeta’s with food.

Collage Transcom Cares Aeta

Returning with a sense of fulfillment

For our volunteers, it was a great sense of fulfillment to participate in this Transcom Cares activity:

“The outreach is a testament of living up to the mission, vision and philosophy of Transcom cares.” Joerns Nalam

 

“It was indeed one of the most fulfilling activities I have done in my life. There is no greater reason than to live with a purpose”. Philip Enopia

 

 “Despite the distance, the journey and the location was never a barrier for us to show our love, compassion, and support for our Aeta brothers and sisters.”  Geraldine Alvarez

 

I am in awe with the determination of the Aetas, especially the children who trek from the mountain top down to the river trail every day, just to go to school. This made me feel thankful of what I have.” Richard Sumait

More than leaving the Aetas with a smile on their faces, the outreach activity gave way for Transcom employees to realize that you need not be rich in money in order to help or be of service to others. In your own way, you can do service above self. And if you have the willingness to serve without asking something in return, at the end of the day, you will definitely have that sense of fulfillment.

Author: Aldo Defusco

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Transcom expands services in the Middle East and North Africa

Transcom Tunis recently started a new customer care service to support the Arabic market for one of our major clients, a global leader in online payments with over 152 million accounts worldwide.

Our Tunisian colleagues, the so called “MENA Team” provides customer service in three main languages; Arabic, French and English to 32 different countries in the Middle East, North Africa and the sub-Saharan region. These regions represent a high-potential market where our client is expecting to grow considerably. Transcom has been chosen as a partner to provide the best customer care solution to foster this growth.

Our client operates in 203 countries and processes 9.3 million payments in 100 different currencies every day for their customers around the world. Transcom has partnered with this company since 2008, providing high-quality customer service seven days a week.

In 2014, Transcom’s sites in Lecce (Italy) and Tunis supported increased volumes in both the Italian and French markets, providing effective solutions to cope with fast ramp-up in terms of logistics, networking, recruitment, and training.

Despite the rapid growth, Transcom has continually achieved its brand promise i.e. offering an “Outstanding Customer Experience”, as our Italian services recently received the highest customer satisfaction scores within the client’s global market. The same quality level will soon be enjoyed by the Arabic countries too, where our client’s customers so far have been served in English only. The extended service by Transcom allows the client to provide its customers with high-quality assistance also in Arabic and French, which are the preferred languages in this region.

The initial feedback from end-customers already confirms how appreciated the new multi-language service is:

Blog article by Aldo De Fusco_01 (2)

Congratulations and big thanks to the whole Tunisian team for their strong commitment and passion!

 Blog article by Aldo De Fusco_02 (2)

Author: Alberto Martínez Bernardo

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Transcom´s quality recognized at the 2014 CRC Gold Awards in Madrid

The Customer Relation Expo is the most important meeting point in Spain for professionals and clients in the contact center and customer service industry. The edition for 2014 took place in Madrid in early October.

Over 1,800 people, representing 60 companies visited the expo and attended more than 40 seminars and activities. One highlight during the conference is the CRC Gold Awards that rewards excellence in customer service.

This time, Transcom received awards for the following two categories:

  • CRC Gold Award for Best Customer Care Outsourcer –  for the service we provide to one of the largest Spanish banks.
  • CRC Gold Special Award for Best Quality ManagementCollage Transcom CRC Gold Awards Madrid

These awards represent the recognition of the work done by our 5,500 employees in Transcom Iberia & Latam Region every day in order to deliver outstanding customer experience.

We are especially pride of receiving the CRC Gold Special Award for Best Quality Management because it recognizes Transcom’s quality and the added value we provide to our clients.

Furthermore, at the fair and at the different activities we organized, we showed the following regional video, to our clients and prospects:

Author: Joseph Roc

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Transcom Philippines opens its second Childcare Center for employees

Being a second family to our employees, Transcom Philippines recently inaugurated its second Childcare Center at our Mandaluyong site. This facility serves as a venue for Transcom parents to leave their children while at work, and at the same time, ensure that their little angels are close to them during work hours.

Ably assisted by a nurse, a dedicated counselor is supervising the whole center. Activities related to values, good moral and right conduct are held on a weekly basis.

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Established in 2011 at our Pasig site, the first Childcare Center was originally planned to be open for six months only, but the operations were eventually made permanent due to outstanding support from both the management and employees.

To this day, Transcom’s Childcare centers are the only one of its kind for a BPO (Business process outsourcing) company in the Philippines.