My Transcom Experience

Posts published February

A win-win agreement with leading Italian mobile operator creates added value for client and Transcom employees

One of Transcom Italy’s main clients is a major international telecommunications operator, with over 30 million active SIM cards in Italy.

LIFE IN TRANSCOM telefonia-mobile (2)

Our partnership with this market leading telecommunications operator started in 1999, providing inbound customer care and sales services. Today, Transcom Italy supplies a comprehensive range of services, managing interactions between the operator and its customers through all the main contact channels. Our two companies have grown, changed and evolved together in a market which has undergone profound transformations over the years, consolidating a long-term partnership based on mutual trust, value creation and total transparency.

In October 2014, we signed an agreement that offers Transcom Italia’s employees special discounts and promotions across the entire line of services and products offered by our Client, from voice to top-up contracts and from ADSL broadband lines to the purchase of smartphones and tablets.

This agreement consolidates our partnership still further, because it generates added value for both companies: new sales for our Client and beneficial offers for Transcom employees.

LIFE IN TRANSCOM Partnership (2)

The win-win approach is a key feature of all successful partnerships; value creation is always the main driver that ties Transcom to the company’s most important clients.

Author: Camilla Haugs Eilertsen

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Transcom Norway defines their business culture

A Business Culture project is being implemented throughout  Transcom Norway. We would like to take care of the parts of our culture that we think is right, and remove the parts that are wrong. We have to be clear on how we do things and why.

Culture is a key component in business and has an impact on management, decisions and all business functions from accounting to production. Business culture is related to behaviour, ethics, etiquette and more. A business culture will encompass as the organization’s values, visions, working style, beliefs and habits. A positive culture will contribute to a positive working environment. But if you have a negative culture, this will very quickly ruin a good workplace.

At Transcom Norway, we like to think of our business culture like “the way we do things around here”. The idea behind this project is to eliminate the parts of our business culture that does not work, and at the same time continue to strengthen and make the good business culture more visible. All leaders and the whole administration are included in this project. We are divided into different groups, all working on different parts of the business culture. Examples of themes that we are working on are;

  • Communication
  • Rituals
  • Leadership training
  • Recognition of new employees
  • Leaders as good role models

One of the things that are well rooted in our culture is our monthly happenings. These can be everything from a great Halloween party to serving ice cream to the agents. The most important thing about these happenings is that leaders and administration do something for the agents. We believe that this will help reducing the gorge between leaders/admin and agents and give the agents a boost of well-being and everyday-comfort. All of  this brings us a great business culture that increases ownership, customer satisfactory and revenue.

Collage Business Culture Transcom Norway

Author: Juulia Jürgens

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Transcom Estonia reaches impressive end-user satisfaction result for telecom client

Customer satisfaction is very important for all companies. All feedback that we receive from our clients´end-users is individual and needs to be handled on a daily basis.

The past twelve months, the average end-user satisfaction for one of our telecom clients in Estonia has been OS 85% and FCR 75%.

Daily monitoring of end-user feedback and consistent training of our agents have given us these high results. Every feedback (positive and negative) has been analyzed and linked and assigned to a specific agent.

Customer service training, ongoing and regular feedback from team leaders to agents and different competitions have contributed to the good result as well. Intense cooperation with our client also helps us solve the end-user’s questions quickly.

On the client’s Intranet we share end-user praises with our agents. This has proven to be a very good incitement to motivated agents as everyone wants to get positive feedback that is publicly recognized.

At Transcom Estonia, we are proud to have end-users that are very satisfied with our customer care services.  In 2015, we will try to achieve even higher results.

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