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.”
The most colorful event just made it to Transcom Philippines – Transcom Color Run for Fun 2016. A three-part race that happened last May started in Bacolod on May 14, followed by Iloilo the next weekend – May 24; finally getting to Metro Manila last May 29. More than 4,000 employees of Transcom coming from its 5 sites (Bacolod, Iloilo, Mandaluyong (EDSA), Pasig and ROHQ) participated in this grand event.
In initiating this run, Transcom aimed to engage employees and unite them in pursuit of a singular goal– in this case, being healthy. Transcom promotes healthy living and wellness among its employees, and this run was a great start for this campaign. Since Transcom puts much value in family, friends and family members of employees were welcomed to the event
Each participant was given a kit which included a race shirt, a race bib, sunshades, a sweat band, a string bag, a water jug, temporary tattoos, and of course the colored powders!
Before the gun start, our dear sponsors and partners prepared tons of freebies as giveaways for the participants. Security Bank gave away free ice cream in scoops, an energy drink company gave-away free samples to help the runners stay refreshed. There were lots of biscuits, sweets and even some lozenges. Right before the run, Zumba sessions helped the participants warm up and stretch.
Splashes of colors were everywhere – on the streets and on the runners. Getting all colored too were the members of the Philippine Volcanoes who joined the Manila Leg. Happy, sweaty and colored runners came back in less than an hour and enjoyed food and refreshments plus music from the invited DJ’s.
The race was categorized into a 3K and a 5K run. Winners of each leg received cash prizes worth:
1st Finisher – PHP 5,000H
2nd Finisher – PHP 2,500
3rd Finisher – PHP 1,500
1st Finisher – PHP 10,000
2nd Finisher – PHP 7,000
3rd Finisher – PHP 5,000
The prizes were not limited to the race winners. Transcom also hosted raffle draws wherein all participants had a chance to win gift certificates, hotel accommodations and gadgets!
Employees really enjoyed the run and had so much fun. Happy smiles filled the venue and posts they uploaded on Social Media showed their unique perspective on the event.
Every year, the Transcom Lithuania team engages in an interesting, informative and usually highly entertaining talent search. This spring was no exception – we searched for talents in the Career days of the 7 biggest universities in Vilnius and Kaunas, where we had an opportunity to chat with nearly 600 students.
It isn’t surprising at all that one of the most important things for students is the ability to manage both their studies and work. Many believed that this was a mission impossible and therefore were surprised and happy to see that at Transcom, that’s not an issue at all. Our current employees, who are students themselves, joined our HR team at the event to share their experiences of how easy it actually is to combine studies with working at Transcom. Their enthusiasm, real-life stories and fun facts prove that not only is Transcom a friendly and informal organization, but it also makes a lot of effort to be as flexible as possible and allow students to combine work with studies.
It gets better – our chats with students not only proved that working and studying is not impossible, but it also showed that the first job doesn’t have to be a temp job. Over 80% of our managers have been promoted internally and most of them started working while studying!
All in all, this spring’s talent search was very fruitful – not only did we manage to debunk a couple of myths regarding work and studies, but some of the new talents we spoke to have already joined our team. So is working while studying a mission impossible? At Transcom it’s definitely not!
A company’s health depends in large part on its people’s skills and level of commitment. For this reason, we have developed a plan at Transcom Lima which helps us motivate and retain the best agents working on our sales campaigns.
This past July, we launched a new incentive model with the objective of encouraging our best sales performers.
We have defined three performance stages: Incubator (first 3 weeks), Cradle (weeks 4-8) and Tigers (9th week-) each of them with defined objectives in order to evaluate our agents’ performance as high, medium or low.
By combining two indicators, the employee’s tenure and the performance achieved, we obtain a scale of incentives that rewards up to 50% more to those who perform at a high level and stay with us longer.
Since the launch of the model, we have managed to increase our sales by 15% and lower staff attrition among high performers.
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.
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.