My Transcom Experience

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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!

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Author: Tanja Lohrmann

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A cross-country coaching project raises the level of customer satisfaction reported in multilingual contact centers

Transcom is a multinational company with a major global presence and offices in 21 countries on five continents. We offer customer care, sales and technical assistance services in 33 languages.  In Europe, we have several specialist multilingual hubs, including in Budapest, Gdansk, Olsztyn, Belgrade and Riga. Each and every day, our highly qualified customer experience professionals make every effort to create the best possible contact experience for users of every nationality. But to put customers at ease and make them feel that they are fully understood, language fluency is not enough on its own.

It is equally essential to be empathetic and able to interact using the most appropriate idioms and the most effective interpersonal approach, which depends exclusively on the cultural background in each individual country. To develop this knowledge and these skills, we can draw on Transcom’s extensive global presence. We have therefore organized cross-country coaching sessions, inviting expert native speakers to teach multilingual hub teams about the cultural peculiarities of the countries in which users live, in such a way that their contact experience is an even more enjoyable one.

Last summer, for example, we organized a collaboration project between the Rostock (Germany) and Riga (Latvia) sites to help the Riga team improve the level of customer satisfaction. The contact center in Riga provides customer care services in many languages, including German, for an important European bank. The German team in Riga has excellent language skills, but despite this, the customer satisfaction levels measured did not fully meet the standards set by the client. Transcom implemented a fast and effective solution: it was decided to send an expert team leader who is a native German speaker from Rostock to Riga to work alongside the German language team.

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Sascha is the German team leader who flew to Riga to coach the Latvian team

An in-depth quality analysis was performed by listening to calls, revealing some areas for improvement in terms of the language conventions used by various operators during conversations with German customers.

The German team leader worked in close contact with his Latvian colleagues to fill these gaps. He trained the agents involved during special classroom workshops and worked alongside them one by one during calls. At the end of the coaching sessions, a list of “dos and don’ts” when dealing with German customers was prepared and shared with the entire team. As a result of the coaching activities, the Latvian team gained greater sensitivity and awareness about certain cultural peculiarities typical of customers with a German background, e.g. finding the right balance between expressions of courtesy and active listening signals. The reasons for the call are now clearly summarized at the outset to avoid misunderstandings. In addition, effective phrases and formulations have been developed to manage more complex interactions that might evolve into an escalation.

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The team leaders (on the left) and some of the operators who took part in the Riga coaching project

The collaboration between the Rostock and Riga sites will continue in the future. This brief cross-country coaching project has already brought huge benefits to all the subjects involved, and first and foremost to our customers. We work incessantly to improve our services and the customer experience we offer. Our huge global network of contact centers allows us to share knowledge and experiences that help our clients improve their business results.

Author: Stefan Pettersson

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Having customer focus

Ensuring that Transcom is bolstering its customer experience is a top priority for Cheryll Aganda.
Moving from the warm tropical Philippines to the freezing temperatures in Sweden may seem like an odd choice for some. But for Cheryll Aganda, it was an inspiring opportunity. In November 2015, Cheryll Aganda moved to Stockholm and started her job as global operational development director at the Stockholm head office. Her main focus is process standardization and optimization, while still supporting efforts to strengthen Transcom’s value proposition within Customer Experience.

“I am both happy and challenged in my new role, because I see this as a fundamental platform for bringing the regions together – not only to share best practices, but also to collaborate and influence positive changes on the customer and employee experience.”

In the Philippines, Cheryll Aganda worked as senior director for Customer Experience Management. She feels that the years she spent with the Asia Leadership team allowed her to grow both personally and professionally.

“The topic of Customer Experience is often considered as one of the primary selling points of our business. But I believe that at Transcom, we have taken significant steps to ensure that we fully execute on this value proposition.”

So, what are the biggest differences between the Philippines and Sweden? “The weather and the darkness. I arrived in November and the sun sets already in the early afternoon! But I am beginning to adapt to these changes.”

Article originally published in the Hello Transcom magazine. Text: Malin Larshammar Photo: Jennifer Glans
Author: Philip Sköld

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Innovation in all channels

The rapid digital transformation affects all industries. With more products and more complex services, the demands are increasing for a flexible customer service that can serve all channels on the customer’s terms. At the same time, the customer experience itself has become an increasingly important way for companies to differentiate from the competition.

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More and more customer interactions take place in digital channels. Digitalization is leading us into a new phase where customer service and the customer experience become even more important. This shift is happening quickly. One fourth of Transcom’s turnover is related to non-voice activities, and that number will only increase. We serve customers regardless of channel. And the customer has to have the same great experience, irrespective of whether it is over the phone, chat, email or some other channel.

Transcom is working actively toghether with our clients to come up with new innovations, like implementing smarter technical solutions or simplifying and speeding up processes while also educating and developing our staff. I invite you to read more about the solutions we are developing with our clients in the Hello Transcom magazine.

Author: Alberto Martínez Bernardo

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Transcom Spain awarded at the Platinum Contact Center Award 2016

Transcom has, once again, been recognized with several prizes granted by the Contact Center Magazine in one of the most prestigious customer care galas in Spain: the Platinum Contact Center Awards. 

In this seventh edition, which was held at the Goya Theater in Madrid, Transcom was awarded in the following categories for the quality services it has provided to three of its main clients:

•    Best Customer Service in Banking

•    Best Customer Service in Media

•    Best Customer Experience Strategy

Awards

These awards acknowledge the excellence and know-how of companies that each year demonstrate their firm quality commitment and their efforts to develop the relationship with their customers, awarding companies in the sector for their high degree of professionalism and highly competitive services, adapted to the needs of each client.

Juan Brun, Country Manager of Transcom Iberia, comments: “It is an honor to have received these awards. To keep the level of quality and high standards year after year is a demanding task and these awards recognize the great work done by our teams each day”.