My Transcom Experience

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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.

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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.

Author: Alina Andriatyte

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Adventure of a lifetime: exchanged Minsk for Vilnius

The first thing that wowed Karyna about Vilnius  when she first arrived from Minsk was its narrow streets, which looked like they were the guardians of hundred-year-old secrets, and the general atmosphere shrouding the entire city. She liked the university where she had decided to study law from the very first day too. Naturally, the fact that her native city of Minsk was just a few hours away by train also helped her to make this decision. Today, Karyna is happy that she decided to settle in a foreign country and tells us how she went about starting her life here, what is surprising about Lithuanians and what Belarus could learn from its neighbour.

Photo from Karyna's personal archive

Photo from Karyna’s personal archive

A piece of her homeland in Lithuania

Karyna’s decision to study in Lithuania was determined by the fact that the European Humanities University of Belarus was in Vilnius – the same university that was previously located in Minsk. However, due to restrictions of its academic freedom, the university decided to relocate to Lithuania.

“I left Minsk when I was only seventeen. Although I wanted to study abroad, I did not want to go very far away, so, Vilnius was the perfect choice. I liked the idea that I would be able to live in one of the oldest European cities and would have the opportunity to familiarise myself with the common history of Lithuania and Belarus. After all, some time ago we were one country”, says Karyna.

Foreign language – key to finding a job

When she was still in school, Karyna tried several jobs: she sewed toys, worked as a waitress and even worked as a courier. Karyna, who started her Master’s studies this year, was finally able to start looking for a job in Lithuania, seeing that at long last she has some free time. However, the search was not easy.

“I was searching for a job with a lot of conditions of my own. Firstly, I do not speak Lithuanian. Secondly, I am a student and cannot work full-time. Foreigners often get jobs in positions where a foreign language other than English is needed. Those coming from other countries can look for jobs where their native language is required, but this didn’t apply to me. In the Lithuanian labour market, there is no shortage of Belarussian or Russian-speakers. I was saved by my knowledge of German”, she says.

She speaks German and has spent a year in Germany, where she learnt about the culture of the country. According to Karyna, it was the language and experience abroad, which particularly helped her to stand out from other candidates. She is now working for an international company, Transcom Worldwide Vilnius, which provides contact centre services. Karyna says that she has found her favourite job and the staff are like her family.

“I did not want to neglect my studies and I was fortunate to land a job where I could have a flexible schedule. Furthermore, the company’s internal culture and attitude to employees are a great incentive for students. For example, it is always possible to have a day off for examinations or other study-related commitments.

Another fear of mine was that I might feel isolated and different from the rest of the staff: I only speak a few words of Lithuanian, and my work colleagues here do not speak Russian. Although we all speak English, for some reason I thought that it would be difficult to communicate. As it turned out, I could not have been more wrong – today, these people are my friends, they are always there to help and give advice”, says Karyna.

Would miss the never-ending festivals and the Mount of Gediminas

Although Karyna herself does not have much experience of this kind of work, she says that she rarely hears her friends and acquaintances talking of such a fun and exciting working culture and atmosphere as the one she is working in. When asked about the main differences between Lithuania and Belarus, she says that she was particularly surprised by the interactions between work colleagues.

“I was very pleasantly surprised: in Lithuania, it is customary to celebrate your birthday, Christmas or Valentine’s Day with colleagues. On International Women’s Day, colleagues spoiled us with coffee and muffins and good wishes. In Belarus, events such as these are not celebrated at work and colleagues rarely congratulate each other on their birthdays”, said Karyna.

Besides her work colleagues, Karyna says she would miss the Mount of Gediminas the most, were she to leave Lithuania. This site, rarely visited by Vilnius locals, holds a particular fascination for her.

“This is a romantic place where I come to admire the whole city and to watch planes landing. This scenery opens up in the evening, when the lights are switched on. Unfortunately, access to the castle was limited in winter, and this was yet another reason to wait for the spring”, Karyna says of her favourite spot in the city.

When asked what advice she would give to any of her countrymen coming to Lithuania, Karyna said she has noticed that Belarusians mostly come to buy things rather than to sightsee and gain new experiences.

“I realise why people do this –most of the goods people buy in Lithuania cost substantially more in Belarus or are not available at all. However, I would strongly advise them to spend more time on leisure and seeing Lithuania, which indeed has many things to show”, concludes Karyna.

This article was originally published at delfi.lt

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: 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.

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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.

Author: Stefan Pettersson

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Care every day

”At first I was a bit hesitant to leave my beloved Matteo with strangers. However, as a single mother, I needed the help and I have never regretted taking this opportunity. Matteo has developed and learned a lot, he is happy to mingle with the other children and is becoming more and more responsible”, says Marjorie Furo.
Marjorie Furo playing with her son Matteo at Transcom's Pasig site in Manila, Philippines

Marjorie Furo playing with her son Matteo at Transcom’s Pasig site in Manila, Philippines

Marjorie Furo is one of many employees in the Philippines that recognizes the value of the child care center. The Pasig site in Manila, where Marjorie works, was the first BPO in the Philippines to establish a 24/7 childcare center, where the employees can drop off their children while working. The center is managed by registered nurses and child psychologists.

The center was built in 2011 and to this day, the facility is the only one of its kind in the Philippines. The center was originally planned to be open for six months only, but the operations were eventually made permanent due to outstanding support from both the Transcom management and the employees. Due to its success, Transcom now has child care facilities in all of its sites in the Philippines.

“For employees to be able to give their best at work, their worries should be minimized. For parents, especially single mothers, child care is among the highest priorities, and this is the driving force behind the establishment of the Transcom child care program”, says Siva Subramaniam, Regional General Manager for English-speaking markets and Asia-Pacific.

Article originally published in the Hello Transcom magazine