My Transcom Experience

Posts published September

My Career Story – From customer service agent to teamleader in less than 18 months in a new country

My name is Morten Halkjaer and I am 25 years old. In February 2014, I moved from Denmark to Riga to work for Transcom Worldwide Latvia.

Last winter, I saw a job ad about working with customer service for  an international media company in Riga and I was at a point in my life where I had to choose if I wanted to pursue my career or experience the world. I chose the last option, but I didn’t expect that I would find both here in Latvia.

I had the phone interview on a Thursday and four days later, I was on a plane to Riga at 5.40 in the morning.  When I arrived, I was picked up at the airport by my teamleader-to-be, Anna. She was super sweet, and she had a taxi waiting for us outside the airport, which took us to the hotel where I would stay. Transcom had made sure that the hotel was paid for the first month I was in Latvia, which was awesome. Afterwards, Anna took me to see the actual office, where I would be working.

The following week was spent on trainings with our trainer Madlena. She made sure we were ready to take calls when the time came. I remember how eager I was to take my first call. I just couldn’t wait. I had never worked with customer service on the phone before, but I had sales experience, which has proved to help me a lot. The first call I took, was a customer asking which devices that supported our clients services. It was super fun to talk to him! I could have a conversation with him, just as I would with a friend. Our client wants to have the best customer service in the world, therefore they don’t have scripts. You can talk to customers in a casual and natural way, which I still find really amazing. After my first call everyone at the office started clapping. It was a very inspiring experience. It really showed how great the connection between the employees is, and it has only become even stronger with time.

In April, my teamleader was leaving the company. I was still feeling green, but she encouraged me to apply for her position. I applied, mostly to see how the process worked, since I thought that agents that had more experience would get the position. That was not the case. Transcom saw potential in me and I became a teamleader.

Transcom is an outstanding company, who really cares about its employees’ personal development. During my time here, I have acquired many new skills such as; positive positioning and presentation skills while I was an agent. As a teamleader I have learned coaching, time management and Latvian labor law.

I have a lot of free space to do things my way, which allows me to grow and unfold. Transcom also challenges you to become better, and to develop your skills by assigning additional tasks to you.

Currently I am working on a new project for new employees from Scandinavia, like myself. It will help them with the transition when our new hires arrive here in Latvia. It is really interesting to have a project like this, where I have to keep in touch with many different people and follow up on the tasks I have assigned them. I love being able to contribute to Transcom’s way of working, and I see it as a large responsibility, where I learn how a business manager works, which hopefully would be the next step for me.

I came to Riga, fell in love with Riga and Transcom, and now I have been here for 1.5 years without any plans about leaving!

Author: Joseph Roc

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A summer of service for Transcom Cares volunteers in the Philippines

Summer in the Philippines usually covers the months of April to June. It is during this time that Filipinos go back to their provinces for vacation or children go into summer sports programs. It was during this time that Transcom Cares decided to spend time with the neglected in society – the less fortunate children, and the neglected elderly.

A summer of service for Transcom Cares volunteers

In April, we went to Tuloy Foundation, a non-profit organization that “provides residential care services for children and youth”. The foundation offers an alternative to life in the streets.  At the foundation, the children chose to give up the life in the streets to have a home, a second family, and an education. They also learn to play football and rugby. At the Tuloy village the children get the opportunity to embrace a life of discipline, and to work on their potential to one day become a productive member of the society.

This was a momentous experience as it was Transcom Cares’ first in playing football. All the 26 volunteers were in for a fun day, they even had a chance to be a part of a team and compete with each other. All in all, the scorching heat of the sun could not take away the enjoyment that everyone had that day.

In May, we visited Anawim, a small facility for poor and abandoned elderly people who had been left to roam the streets. The foundation served as a home and a sanctuary for the neglected elderly.

Our day started out with the “getting-to-know phase”. One volunteer or two were assigned to an elder to listen to life stories. This was followed by a simple but delicious meal shared by everyone. To cap it off, our volunteers serenaded the residents with classical Filipino songs and offered roses for them. This gesture from our 45 volunteers was a timely gift as it was also Mother’s Day.

The last stop for summer was in June at Concordia Children’s Services. This place take care of neglected and abandoned children, and the urban poor children deficient of opportunities to safer homes and decent life. The organization provide educational assistance, character-building activities, and skills training. Our 14 volunteers, some of whom were fresh from their shift, fed the children and played with them.

While many other people vacationed and engaged in athletic activities, Transcom Cares reached out to those who needed some love and warmth. It was touching to see the kids and the elderly beam with joy at welcoming us and our gifts for them. Our summer of service left us not only with precious memories, but also taught us extraordinary lessons as well.

The Chat Experience that affects both business results and customer service

In an ever more competitive market, adopting advanced relationship strategies with customers represents a differentiating factor and an effective way to create a sustainable, long-term competitive edge.

In this scenario, retaining customers is increasingly difficult because they are bombarded daily by often very effective marketing communications. That is why we need to turn to the latest new business models, which are increasingly directed at enhancing the customer experience. These models involve comprehensive, ongoing support for customers using a “live” User Centered Business Model.

This is the reason why live chat functions are very popular by both corporate and e-commerce websites. They make it possible to walk customers and prospects through the purchase process, as well as representing an excellent tool to increase the conversion rate (the percentage of visits that are converted into sales). A live chat solution, in fact, represents the ideal response to the expectations of consumers who, in the first instance, want to receive an immediate answer.

In the framework of the LeonarDo 2.0.14 project, Transcom is developing chat and collaboration tools to provide our clients with the best omni-channel customer engagement solutions.

In March 2015, our research team entered the prototype phase of an innovative customer care solution and  now this project has reach an advanced level.

One of the main tools developed is a live chat function, because it represents the ideal technical solution to deliver multiple results. What are they?

Increasing the level of customer satisfaction, retention and loyalty. A live chat solution is not only the most effective way to receive online support, but also one of the best channels for instant interaction with the company.
Increasing sales.   Walking customers through the purchase process and providing a rapid response  to reduce the loss rate of “undecided” users establishes a personal relationship between seller and purchaser, as well as offering the  possibility of using the “right” agent to engage the “right” visitor.
Responding to customer management issues (shipment, after-sales service) and developing the relationship with the purchaser to guarantee a pleasant and personalized experience, even after purchases have been closed, using a CRM system.
Reducing service costs.   Interaction by live chat costs less than other channels (telephone and email). The agent spend less time on each individual user interaction and can also manage multiple customers simultaneously (generally 4-5).

INNOVATION Chat image

Generally speaking, the implementation of a live chat solution simplifies the relationship with customers or prospects, providing personalized, targeted support for a company’s services or products, without requiring customers to leave the web platform. This encourages positive purchase decisions and develops the relationship that the customer/prospect has entered into with the company.

Live chat solutions available on the market provide a multichannel online platform that offers real time web interaction between customers and contact center operators without any special configuration or installation requirements (it is a cloud-based service), as well as the possibility of using a combination of various tools: chat, real-time collaboration including co-browsing and document sharing, VoIP (audio and video), callback and so on.

In the test phase, the assistance tools developed by the LeonarDo laboratory are delivering excellent results. Monitoring the services offered to our clients has revealed that the solution significantly improves the customer experience of users who are walked through the entire navigation process.

Author: Joseph Roc

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Transcom Philippines’ Child Care center celebrates four years

Our Pasig site child care center recently celebrated its fourth anniversary with a simple mass and party for our children, their parents, and guests. As a treat to the kids, games were conducted by the childcare staff, even former childcare staff joined the celebrations and spent time with the children.

 The celebration ended with the laughter of children and adults alike whose smiling faces are proof that it was indeed a night blessed with fun and enjoyment. And these won’t be possible without the continued support of the management and the beloved parents of our Transcom kids.

In addition, the Pasig site child care center recently featured in Smart Parenting Philippine’s list of 10 Companies Parents Would Love to Work For, highlighting additional parental benefits, these companies can make the start of the parenthood journey a little bit easier.

Established in 2011 at our Pasig site, the Childcare Center was originally planned to be open for six months only, the operations were eventually made permanent due to outstanding support from both the management and employees. This is a safe place to help our employees, especially for single parents, to look after their children during their shifts and fulfill their parental duties. To this day, our Childcare facilities are the only one of its kind inside a BPO in the Philippines.

Transcom Philippines' Child Care center celebrates four years

 

Author: Ginta Eisaka

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Transcom Riga – a multilingual site with an international touch

Being an international company, Transcom offers our employees the opportunity to work abroad. During the last few months Transcom Latvia have had several employees moving from Riga to another Transcom site in Europe, or vice versa, employees from other countries have moved to Latvia.

Transcom Riga is a multilingual site, representing ten languages (Baltic and Nordic languages, German, Polish, Russian and English).  Since 2014, we offer employees from Sweden, Norway and Poland  the possibility to move to Riga and work with customer service  for two well-known international brands:

  • A global financial services provider
  • An international media company

It doesn’t  matter if your reason for working in Latvia is to build an international network of new friends and get captivating time in Riga, or if you are driven by making a career in another country. Everything is possible!

I encouraged our employees to share their their experience and lessons learned about moving to a country they have never heard about before. Nikolaj Heiberg Lyhne, one of our Danish agents working for the international media company produced this video to illustrate his life in Riga:

This is how some of our other international employees describe their experience:

Quote Rolands Quote Joanna Quote Mikael

 

If you also are looking for an international work experience and want to feel the taste of adventure being far away from your home, contact your local HR-team and maybe we’ll meet in Riga very soon!

Author: Sarah Wass

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Transcom Cares in Leeds supports Candlelighters – fighting children’s cancer

The Transcom Leeds team has always been very proud to support local charities in our area. Back in the summer of 2014, our team decided that a charity of the year would be elected to support the Transcom Cares initiative.

Each team decided on which charity they would like to elect as their charity of choice, and was subsequently opened up for voting.

All charities were very worthy causes; however since June 2014 The Candlelighters Trust was established as our chosen charity of the year.

Candlelighters Logo

The Candlelighters Trust was established 40 years ago by two parents in the local area to the Transcom Leeds office, whose child had been diagnosed with terminal cancer. They identified that more support was required for families and today, the charity is still run by parents of children who have or have had cancer.

So, whether it is through the support of the friendly staff and experienced counselors, that ‘home away from home’ environment they nurture on the ward in Leeds or funding vital research into new treatments and cures. Candlelighters is determined to support each and every person impacted by child cancer.

From the time of diagnosis, Candlelighters ensures that everyone knows where to turn for that essential support. Every family is allocated a social worker, who will be there to provide advice on a wide range of issues, from coping with the emotional demands of treatment to resolving financial difficulties.

The social worker can simply be there as a friendly face, a shoulder to lean on or someone to talk to. Or they can provide practical help such as arranging applications for hardship grants or arranging holidays for terminally ill children with their loved ones who may not have the opportunity again.

Over the last year, the Charity Committee, Chris Davis Katie Steward & Lucy Ibbetson, with the support of the entire Leeds team have held a number of charity fundraising events. Most recently, we had a bake off competition and raised £580.64

Transcom Cares in Leeds supports Candlelighters – fighting children’s cancer

Photo originally published at Candlelighter’s Facebook page.

 

We are delighted that our contributions are helping to fund a brand new family support center which offers respite care for family members and children.

You can see and follow their progress on the Candlelighters’ Facebook page as well as details of the support Transcom and other supporters are doing for this great cause.