My Transcom Experience

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Author: Alina Andriatyte

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A new way for internal communication – Lunch & Learn

Internal communication specialists and HR professionals are given a difficult task – to communicate news to employees in such a way that it is noticed. Internal communication always has to compete with letters from managers and colleagues, phone calls, not to mention deadlines and simple routine tasks. That is why we need to come up with innovative ways to reach employees. One of these: sharing news and experiences during lunch time.

We all agree that employees, who are well informed about their company’s culture, working principles and the tasks carried out by their colleagues, can more easily envision how to progress on their own career path. Rūta Mikalauskienė, Training and Quality Manager at Transcom Lithuania, says that employees these days  are increasingly interested in carrier opportunities. But small bits of information are simply not sufficient for them anymore. People want to hear what their colleagues in different positions are doing. And more important is that they want to hear the first-hand. It helps employees to understand what kind of functions they would be able to carry out in their organization in future. Most employees will prefer climbing the career ladder whilst remaining loyal to their company as it is simpler for them to seek an internal position by making a career switch than changing employer. Both sides – employee and organization – win.

A couple of years ago Human Resources team in Lithuania noticed that simple communication regarding internal career opportunities is not enough for employees. That’s why “Lunch & Learn” initiative was started.

Lunch&Learn session in Lithuania

Lunch&Learn session in Lithuania

Every second month up to 20 employees gather during lunch and speak to the managers from different functional departments. Each time one manager tells more about his/her department, daily tasks, challenges, skills required for position, etc. Friday lunches with managers are carried as open discussion. Employees usually have a lot of questions to ask and they actively participate in it. Every time discussion is different and the subject is determined by the participating employees. Sometimes employees are mostly interested in manager’s workday, how he/she copes with stressful situations and how he/she acts on those days when all plans collapse due to unforeseen circumstances. In other cases they are interested in the path that led managers to their position. Furthermore employees often submit valuable offers on how to make processes more effective, avoid possible obstacles and encourage the inter-communication between different departments. There are times when two hours for the meeting are simply not enough – the discussions then continue even after lunch has finished.

Lunch&Learn session in Lithuania

Lunch&Learn session in Lithuania

These “Lunch & Learn” gatherings have now become so popular that great effort has to be made in order to be able to welcome all the people who want to attend. Initiative received support of employees because it gave them a possibility to directly interact with people who work in areas unfamiliar to them and can share personal stories.

It is apparent that next to ordinary channels of internal communication – intranet, company’s social media accounts or career pages – non-traditional means of communication must take place.

Author: Vince Oliveros

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Transcom’s Approach on Business Process Standardization

One key element of a successful organization is to be able to increasingly achieve operational excellence by standardizing core business processes. Streamlining processes could have several benefits for an organization – eliminating defects and inefficiencies and drive cost optimization, to name a few.

However, standardization of processes is easier said than done, its success could depend on various factors, such as the availability and maturity of standard framework, complexity of the processes, and other factors coming from external requirements (i.e., client processes, tools and technology limitations, evolving industry standards).

An organization may go through several phases to fully achieve process ‘maturity’ state, where continuous improvement and process compliance comes into play. And often times, it could be a long and tedious journey.

Business Process Standardization - Phases

At Transcom, we firmly believe that standardizing and optimizing our internal processes is equally important to accelerate our business and value proposition for our clients. Over the past years, we have become more proactive on identifying, understanding and analyzing internal processes from different areas in our business to enable us to reach our desired state of maturity.

In order for us to effectively manage this, we have introduced an approach on standardization, where we gather processes and best practices from different regions, assess these based on their relevant success measures and tangible gains. From this point, we can then select the processes which are scalable and can be implemented globally or develop a new framework containing several pockets of processes from each region.

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We believe that when process standardization is implemented successfully, significant results can then be measured by the enhancement of our overall service delivery, customer satisfaction and loyalty, increased productivity, development of skills of our employees, efficiency and increased profit resulting in higher and faster return on investment (ROI).

Author: Cheryll Aganda

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Process Analytics and Improvement: a Case Study

At Transcom, our approach in Process Analytics and Improvement involve a series of actions that aim to identify, analyze and improve existing business processes within our partners’ organization, in order to meet new goals and objectives, such as increasing profits and performance, reducing costs and accelerating business value proposition.

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We would like to share a case study in this section, where we demonstrate our capabilities in this area via a project completed for one of our partners in the consumer electronics industry.

Our primary task was focused on the mapping, documentation, and analysis of current-state business processes. This led to the discovery of improvement opportunities surrounding organizational alignment, as well as opportunities related to the effective education and communication of agreed business objectives.

In the figure shown below, we provide a summary of identified ‘pain points´ experienced both by our partners’ customers, and our employees who support them in their journey to issue resolution.

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Both process mapping and documentation activities were completed, and upon seeing the misalignment on overall process information and business objectives, we provided recommendations which were approved and signed off by our partner.

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But the benefits we achieved went far beyond organizational alignment. We have, in fact achieved more in relation to successfully meeting our performance metrics, as well as demonstrating value add to our partner, through cost optimization.

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Onboarding programs at Transcom Serbia: breakfast meeting with the Country Manager

It is a fact that a company is only as good as its ability to retain its employees, and phenomenal visions are irrelevant without phenomenal people, right? It is up to the management and HR team to carry this responsibility on their shoulders, e.g. through various onboarding programs.

When it comes to new hires, there is no time for a second impression; if a new employee feels bad, in discord with the values and mission of the company, if he/she comes across chaos and unstructured processes, it is unlikely that they will form a favorable view of their new business environment.

LIFE IN TRANSCOM 01

Why is it important to constantly improve onboarding programs? The answer is quite straightforward, if we just look at the statistics and the latest research on this topic:

  • 91% employees remain in the company when the organization has an efficient onboarding process;
  • 69% of new employees remain in the company for at least 3 years when the organization has a well-structured onboarding program.

(Source Aberdeen Group)

Although many companies refer to human resources as their most important asset, many organizations continue to invest only minimal efforts on onboarding. Bearing all this in mind, guided by the vision that human resources are not only part of the business, but the main drivers of the entire business, Transcom Serbia has decided to take additional step in this direction. A few months ago, as Country Manager of Transcom Serbia, I started to organize breakfast meetings for new employees. All those who became part of the Transcom team in the last months have been invited to share their first impressions of their new job with me.

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In a friendly atmosphere, new colleagues presented themselves in a completely informal and authentic way, exchanging first impressions about their work environment. After their introduction, I briefed them about the birth and growth of Transcom in Serbia, providing an overview of the company’s history. I conveyed the mission and vision of the company, and stressed the need for strong teamwork and team spirit as a key requirement for companies and individuals to succeed.

We can have the best strategy, but if we do not get feedback from the people who work with us, and have a will to improve things based on this, it is impossible for any strategy to take off.

Transcom Italia launches gamification project to increase service quality and improve user experience

Gamification is the application of game logic and mechanisms to other fields, for the purpose of engaging with people and conveying specific messages to them in an efficient and agreeable way.

In an ongoing quest for innovative tools to improve Customer Experience, Transcom Italia has developed “Transcom Champs”, a Gamification project focused on improving quality, efficiency and performance in all the customer care, technical/commercial assistance, upselling and cross selling activities that Transcom manages for its clients.

Transcom Champs is a browser game designed to train new recruits, test their skills and improve performance through a series of challenges that take the form of timed quizzes. The inclusion of specific gamification components makes this software a real game and not just a questionnaire. It features alliances, challenges, teams, tournaments, trophies and a points system, which engage with personnel on an emotional level, stimulating their competitive spirit and their ambition to achieve and obtain recognition for excellent operating results.

The challenges are based on the KPIs (Key Performance Indicators) defined by Transcom clients, as well as in the areas of technical skills, operating procedures and the soft skills typically required in customer care. The tool has proven to be particularly effective at quickly identifying the areas of improvement for each team or individual, so that actions can be implemented quickly in order to close any gaps.

In May, Transcom launched a pilot for front-end personnel working on two important client accounts in the telecommunications and financial services sectors in Italy. Right from the start, all the employees involved showed an incredible level of enthusiasm. Many of them even accessed the web platform from home or by using their mobile devices, so they could repeat the challenge and try to earn their way to the top of the rankings.

Immagine Gamification

Beyond improving operating efficiency, the new Transcom Champs platform improves both workers’ satisfaction and their commitment, which translates into top notch service for users.

The browser game can be fully customized according to specific needs and priorities, making it possible to:

  • Improve performance in terms of effectiveness and quality
  • Increase up- and cross selling volumes
  • Increase the level of specialization and expertise in systems, processes, procedures and communication skills
  • Improve employees’ attitude to the company and their work
  • Increase motivation
  • Increase employees’ loyalty to the company

Transcom Italia wins Customer Relationship Management Award

Process innovation increases customer satisfaction and improves the operating efficiency of Lastminute.com services

Transcom Italia has been assigned the 2016 best Customer Relationship Management award by a panel of experts from the CMMC Club, the association for companies and service providers working in the client relations supply chain. For CMMC, the award is a way to promote businesses that stand out, in a particularly complicated period for the sector, for the excellence of the initiatives put in place to improve their organization, in terms of both financial results and the internal climate among associates, by developing partnership relationships and innovating customer relationship processes.

The reasons for the award

In 2016, Transcom identified several areas for optimization in the customer assistance processes of leading online travel operator Lastminute.com, for which it has been managing customer care activities since 2015, in a dozen or so languages. In partnership with Datachronic, a company that specializes in Robotic Process Automation (RPA) solutions to improve the efficiency of corporate procedures, Transcom has introduced several process automation measures for Lastminute.com services. A new web platform has been developed to automatically dispatch back office activities to the first agent available on the basis of the Client’s real priorities. The dispatching platform includes an integrated, user friendly web interface that provides real time checking of all the fields entered manually by the operator. In practice, it acts as an “Automatic Checker” for booking data, guaranteeing that the Lastminute.com system is aligned with airline websites, for example, across all stages in the booking process. If any discrepancies are detected, the system suggests corrections.

Last September, Lastminute.com also decided to introduce the “Transcom Quality Centre”, a system that collects and classifies all quality monitoring results to analyze the points of strength and areas for improvement of each project, team or individual operator. This proprietary Transcom solution provides a quick way to introduce continuous improvement measures, which are essential in such a dynamic and constantly evolving sector.

“All these Transcom’s initiatives have delivered tangible results, with even higher levels of customer satisfaction, more efficient contact management and reduced operating costs,” said Lastminute.com group Operations Manager Giorgio Bonafini. This award truly crowns our partnership.”

“We are extremely proud of this award and I would like to thank my team, our client Lastminute.com and Datachronic for their contributions to obtaining this acknowledgement,” said Transcom General Manager for Central and Southern Europe Gianluca Gemma. “At a time when there is much talk about technological innovation, virtualization and robotics applied to customer relations, we are convinced that operating efficiency can also be achieved through process innovation, by studying solutions to make the human relationship with end users more effective and improve the quality of our agents’ work.”

 

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini

On the left, TRANSCOM represented by Global Account Manager Debora Mendola and General Manager, Central and Southern Europe Gianluca Gemma; on the right, lastminute.com group Operations Director Giorgio Bonafini