My Transcom Experience

Author: Alberto Martínez Bernardo

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Transcom wins two new awards at the CRC Oro Awards in Spain

Transcom has been awarded, once again, in one of the most prestigious customer care galas in Spain:  CRC Oro Awards.

The company was recognized with the CRC Gold Award for Best Collection Services, for the service provided to one of the first banks in the country and the Special CRC Gold Award for Best Quality Management.

Premios CRC Oro 2016. Transcom. Mejor Gestión de la Calidad

We are very happy to have won again. It is the third consecutive year we receive the Best Quality Management Award, which shows the maturity of our Total Quality Management System and the excellence in the quality of our services. In addition to this, it is an honor to achieve, for the third time also, the award for Best Collection Services, and to prove that our team’s effort is valued and recognized by our clients.

These awards, which celebrate its 18th edition this year, recognize the work of the best companies that look for the professionalism and excellence of the Customer Care. They are organized by the AEERC (Spanish Association of Experts in Customer Contact Centers), IFAES (International Faculty for Executives) and IZO.

They are based on a consolidated and objective methodology focused on a rigorous audit process and the Voice of the Client, rewarding both the operational management of services such as client recommendation.

The awards ceremony was held during the Expo Relación Cliente fair, in Santiago Bernabéu Stadium in Madrid.

Author: Frank van Vels

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Transcom’s contact centers in the Netherlands and Germany achieves COPC Certification

Transcom is very proud to announce that it has achieved certification to the COPC Outsource Service Provider (OSP) Standard, Version 5.2, for its contact centers in Groningen (Netherlands) and Rostock (Germany).

The contact centers in Groningen and Rostock are the first sites within Transcom be certified to the COPC OSP Standard. The certification proves that Transcom is able to deliver outstanding customer services, with the focus on customer satisfaction, cost reduction and employee satisfaction that conform to the highest international standards and which have met operational targets, business and client objectives.

The COPC OSP Standard is a comprehensive and integrated performance management system for customer-centric service operations and is the original standard in the COPC® Family of Standards. Created in 1996, the COPC OSP Standard remains the most prestigious and widely recognized certification program for operating and managing a high-performance customer contact center.

“We are extremely proud of this achievement in both of our sites. Delivering the perfect customer experience has always been our focus. Moreover, following the COPC OSP Standard guidelines has optimized our performance and gave us a clear direction in executing new projects and in achieving growth or change at our centers. The team has proven that we are able to deliver an outstanding customer experience by making sure our interactions meet high quality standards,”says Lars van der Las, Global Operations Manager for Transcom.

The COPC CSP Standard is considered the global benchmark for excellence within the contact center industry, and achieving the certification demonstrates high level of operational and service excellence maintained consistently.

From left to right: Lars van der Las, Global Operations Manager, Christian Hulthén General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

From left to right: Lars van der Las, Global Operations Manager, Christian Hultén, General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

 

Author: Agata Zysk

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Take the challenge with Transcom Poland

This year, we made a decision to implement the “Take the challenge” program in Transcom Poland. The aim of the program was to raise the need of sharing knowledge and ideas within the company.

The program included Team Leaders and employees in the following departments: human resources, traning and quality, and the business support team. Every eager person who prepared a project could take part in the program. Projects had to present a solution which could improve key indicators or activities within the company.

14 participants were chosen, who qualified for the program according to the specified criteria. We received 19 applications with different improvement ideas. Among others, there were ideas on how to improve the recruitment system, labor documentation, creation and actualization of new applications facilitating exchange of information, schedule management, new mentor programs, learning foreign languages and ideas connected with customer experience management. The commission chose 10 projects, to be implemented in 2016.

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As an award, the creators of these projects received the possibility to take part in four trainings: employee motivation, creativity and innovation at work, solving difficult and conflict situations, and analysis and presentation of data.  What’s more, we showed how attractive Transcom is as a workplace. Everyday, the company creates possibilities for employees to share ideas, knowledge and experience. Moreover, employees can develop their skills through attractive training opportunities and other activities. Next year, we are planning the next edition of this program. Our employees’ opinions are very important to us and we respond to them. We are very proud of our team. It’s priceless to work with people like this.

Author: Valentina Mikanović

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Contact Center Academy Annual award 2015 – Croatia

A Transcom Osijek employee won third place in the category Best Customer Service Representative 

For a few years in a row, the Contact Center Academy of Croatia has organized a contest in two main categories:

1. Annual Award for the best Contact Center

2. Annual Award for the best Customer Service Representative

The contest is carried out by a five-member committee, composed of relevant experts in contact center management.

In the category for the best CSR, contestants are nominated by their manager or manager’s manager in accordance with the organizational structure of the company from which the nominee is coming.

The contest is conducted in two complex rounds. In the first round, the nominees are interviewed by the five-member committee based on pre-defined high standards, requirements and criteria. Evaluation of e-mails, IB and OB calls is the second round of contest, organized between CCA and the nominator.

Transcom Osijek participated for the first time in this contest in the category for the best Customer Service representative in Contact Center in 2015. Our employee Anita Narandza Firic won the excellent 3rd place!

Anita won this prize due to her dedication, willingness to serve customers and colleagues, as well as her kindness which is her main virtue. Through her daily activities, she shows that customer satisfaction comes first!

“Being nominated is a great honor and motivation for participation in this contest and it proves that hard work pays off, and it’s flattering. I approach each working day with the aim and desire that every task is properly, efficiently and effectively performed, guaranteeing the satisfaction of customers, the client and finally my own satisfaction. I love challenges, privately and in business, because they’re an excellent basis for progress in all aspects of life. I consider that a positive attitude, a cheerful spirit, collegiality but also respect and commitment to all participants in the performance of my tasks are crucial in the process of achieving good results and that’s what gives me additional motivation in my work.”, Anita Narandza Firic

The official announcement of the winners in both categories was held in Zagreb on 9th Meet up 29 September 2016.

We’re proud of the success, achievement and results performed by Anita and her overall devotion, which is now also recognized by CCA and experienced experts from our industry!

Proud to be ONE Transcom!

Anita 1 (1) Anita 3 (1)

 

Author: Stefan Pettersson

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Stepping up your career

There are a multitude of ways to challenge yourself as a Transcom employee, and the career paths are plentiful. But one of Transcom’s real success factors is the fun it offers its staff in the workplace.

Every job at Transcom is important. But there is one person that gets closer to the customer than anyone else – the agent.

“Ninety percent of our staff are agents and Transcom would be nothing without them,” says Cecilia Forzelius, HR director for Transcom Northern Europe. “Not only does a Transcom agent work with customer service, he or she also works in a team and deals with different kinds of customer support, services and sales.”

Every new agent receives training according to the services that he or she will carry out, including product knowledge, system training, communication, and how to handle various customer contact channels such as social media. Depending on how difficult the job is, the training period can last from anything from one to five weeks. The next step on the Transcom career ladder is to become a product specialist, and after that to work either as a quality and time management specialist, or a team leader. There is also the possibility to coach new staff.

Transcom recruits 90 percent of its team leaders internally. “If you are dedicated, committed and provide good quality services, you will always have promotion opportunities. An agent can become a  team leader, a business manager or contact center manager,” Rosana Garcia, global HR director at Transcom WorldWide, explains.

Rosana Garcia, global HR Director at Transcom

Rosana Garcia, global HR Director at Transcom

Rosana Garcia started her own Transcom career as an HR-manager for the contact center in Barcelona. Today she is global HR director. As Transcom focuses on weekly and monthly goals for the majority of its employees, one of the most important tasks for team-leaders is to coach agents on how to improve their performance on a weekly basis. Explicit goals are a part of Transcom’s strategy since it makes it easier to link everyday work with goals such as customer satisfaction and other key performance indicators.

To motivate staff even more, every Transcom office also offers motivational activities, such as competitions and games. “Transcom believes that motivational activities are key to the work environment. You should take your work seriously, but it is just as important that you have fun at your workplace,” says Rosana Garcia.

To be considered for a promotion, Rosana Garcia suggests embracing Transcom’s core values: passion, excellence and innovation. “Be customer experience-oriented and always strive to be excellent in what you are doing,” she says. “It is important to remember that competencies and capabilities are just as important as experience.”

Cecilia Forzelius has additional advice. “Work hard and deliver from where you are at. With our weekly coaching sessions, it is easy to discover talent and high performers,” she says. “Attitude, ambition and a willingness to learn are equally important. Be clear about your goals, both personally and professionally. Let your leader and coworkers know that you want to take on larger responsibilities, and that you want to advance professionally.”

There are many ways to develop as a Transcom employee, whether you want to advance professionally and/or personally. One option, for example, could be to go and work in one of the other Transcom offices in Europe. “If you are a Swedish-speaking agent, for example, you can work in the Transcom office in Riga since they are in need of employees who speak Scandinavian languages,” Cecilia Forzelius says.

Article originally published in the Hello Transcom magazine. Text: Linda Nyström. Photo: Petter Cohen

Author: Jonas Collantes

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How I learned to face my fears through Transcom

TranscomStories_2048PXx2048PX (1)German Dean Jr., 25 years old, shares the tale of his bittersweet journey as a BPO professional. He joined Transcom in November 2015 as a Customer Sales Representative.  His passion and dedication led him to being promoted to Quality Assurance Specialist in July this year.

Words by German Dean Jr.

German Dean.jpg

When I started working in Transcom, fear and doubt were two things that plagued my mind. I was afraid to disappoint the people who believed in me and I had a few doubts such as “Am I in the right place?” and “Do I have what it takes to survive?”

The first time I wore my headset was truly an unforgettable experience. Being an industry newbie, I was so excited to take calls, but when my first day at work finally came, I stuttered as I took calls. After that day, part of me wanted to quit because I didn’t know if I still had the courage to show up, but I told myself, “No one was able to walk on the day they were born.” So the next day, I picked myself up and said, “Fight!”

That was the bittersweet story of how my Transcom journey started. My life here keeps reminding me of the song “Remember the Name” by Fort Minor:

This is ten percent luck

Twenty percent skill

Fifteen percent concentrated power of will

Five percent pleasure

Fifty percent pain

And a hundred percent reason to remember the name

Ten percent luck

I woke up one day and decided to venture into the BPO industry. I printed out 30 copies of my curriculum vitae and sent online applications. In the two succeeding days, all I received were negative news, until I got a call saying that I was one of the shortlisted candidates for a call center post. During the interview, I was scared of the possibility that I might not get hired because I did not have any BPO experience and I was an undergraduate. Well, as of the moment, here I am writing this article. If that was luck then yes, I am lucky. I was truly lucky enough to be hired and assigned to Transcom.

Twenty percent skill

Since I have a technical background, I have a wide understanding of how to handle customers over the phone before suggesting to check their gadgets. It is usual for me to answer calls, probe, and eventually resolve an issue. The English-speaking requirement was also covered because my brother and I would usually speak the same language at home whenever we wanted to keep our conversation between us two. So technically, when it comes to skills, mine aren’t that perfect, but I have one silver bullet in my arsenal, and that is my ability to adapt to change.

Fifteen percent concentrated power of will

When I focus my energy into something, I make sure that I will dedicate myself to it, learn all the secrets, master the trade, live with it, and breathe with it. I believe one does not need to become the best but, he needs to be consistent on development and performance.

Five percent pleasure

I feel good each time my superior commends me for a job well done and for every extra mile that I offer to help the team. I like the feeling when people see me as I bleed, weep, and sweat as I run towards my goal. There is nothing like the feeling of being appreciated for simple things.

Fifty percent pain

I’m clever enough to know that not everyone will agree with me. Some people even find it funny when they hear my goals. Negative energy exists everywhere, and if only I let those get to me, I would have felt demotivated all this time. Instead, I take criticisms in stride and use them as my motivation to keep getting better at what I do.

My goal: to wake up stronger than my fears, and I did it! I am grateful to my team and to Transcom in general, as the company was instrumental in transforming me from being weak and driven by my fears, to being strong and motivated by my goals. I also owe just as much to the people who gave me a chance to prove myself and the opportunity to step up on a short period of time.

Everything only used to be a dream, but now, the continuous development of my professional and personal life alike has turned into reality through Transcom.