My Transcom Experience

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Author: Agustín Romero

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Adding value in employee care service

Twelve years ago, in Transcom Isla Sicilia we launched a service to support of our client’s employees in all HR related questions. The client is one of the largest global financial institutions.

Before Transcom’s involvement our client’s employees had direct contact with their HR department. Now they need to call us with all their inquiries. Our first challenge was to provide them with the same personal and direct service, now over the phone, and make this a positive experience for them. To achieve this, we used all our tools, professionalism and kindness in addressing and resolving their questions.

Of course a good service attitude is important but people expect us to resolve their issues quickly and accurately. The continuous training we receive from our client is very helpful in this respect. The open communication that we have with our client regarding their priorities and goals is also very important.

Isla Sicilia Employee customer care team

Last but not least; the people delivering the service, working as a team, sharing knowledge, motivating and helping each other. In short, acting like one and offering their best every day.

It has therefore been an honor for the team to receive the excellent results of the annual survey conducted by the HR department of our client. The aim of this survey was to get their opinion about the service we provide.  The results were more than satisfactory, reaching the highest levels of satisfaction from the begining of the service. In all the questions asked, we have surpassed not only last year’s score but all of the previous years.

Our client recognizes the Transcom values, the commitment of our employees, their enthusiasm and ability to contribute with new ideas to improve the service provided. That it is what sets us apart and permits us to add value to our clients.

 

Author: Joseph Roc

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Celebrating three years of providing quality childcare to our employees

The Transcom Child Care Center recently celebrated its third anniversary with a party for our children and their parents. The day care center was established to help our employees, especially single parents, by looking after their children while they work.

In accordance with the theme of “Family”, we invited one of our employees to share with the children the nature of their parents’ work during the “My Call Center Experience” presentation. The highlight of the event was a talent contest in which both the parents and their children participated.

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Benefits of Day Care

As we celebrate three years of providing quality assistance and a child-friendly environment, we asked our married and single-parent employees to share how the Transcom Child Care Center has helped them through the years.

Sarahlyn Baliad used to bring her three kids to work since they don’t have a nanny. After being exposed to other kids, Sarahlyn’s kids met new friends and found the day care center to be an environment conducive to learning, quite different from the outside. “They learned how to value friendship”, she shared. This was the first time that she was able to bring her kids to work. She did this to help them understand what she is doing  for a living.

Christine Alvarez reminisces how “it tugs at the heartstrings to see how confident and vibrant these well-cared-for children have grown. They could have just been left at home fiddling with whatever technological gadget money can buy and not be as people-oriented as they are now. This can be attributed to how the Day Care Center partnered with us working parents in raising them.”

Originally planned to be open for six months only, the Child Care Center operations were eventually made permanent due to outstanding support from both the Management and employees. To this day, it is the only facility of its kind inside a BPO in the Philippines.

Photos from our event can be accessed at our official Facebook page.

Author: Álvaro Vázquez

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Employee care service launched in Transcom Atica

This spring, we started delivering a new service in Transcom Atica. Our new client, a global leader in the energy sector, has chosen to outsource its employee care service to Transcom. We believe that this service represents a new growth opportunity for Transcom.

Since our client is a multinational company with more than 17,000 employees around the globe, it goes without saying that this is a complex undertaking. Although this project differs in many respects from our core customer care business, Transcom’s service delivery platform and skills are very well suited to adding value to our clients in the employee relations field as well.

We have trained agents and put in place the necessary support structure to provide services in three languages to our client’s employees in Spain, Portugal, Brazil and Peru, through a multichannel platform including phone, email, fax and internal mail.

Our Transcom team in full activity

During the first few months of service, Transcom’s team has proven its capacity to add value in employee relations, communicating efficiently with our client’s employees in various countries that differ in terms of legal frameworks and collective agreements.

I would like to thank the team and acknowledge the tremendous effort and good work that everyone involved has demonstrated in the implementation of this campaign (Sales, PMO, IT, Operations). Our people have already exceeded our expectations, both when it comes to the high levels of quality achieved and the fast resolution times for our end users.