My Transcom Experience

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Author: Frank van Vels

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Transcom Netherlands wins the Dutch National Customer Contact Week Jury Award

Transcom, based in Groningen, is proud to announce that we have won the jury award during the Dutch National Customer Contact Week 2016.

The proud management team of Transcom Netherlands receives the award in Groningen.

The proud management team of Transcom Netherlands receives the award in Groningen.

This special week is organized annually to give customer contact specialists some extra attention. The theme of this week was ‘Love for our profession’.

All kinds of activities were organized during the week by the local FUN organisation (a group of employees responsible for events at Transcom in Groningen) such as; employees could surprise a colleague with a personalized heart, a day full of fruit including smoothies, a food truck with delicious “stroopwafels” (dutch waffles).

All 1 200 employees received a rose with a personal message from the Country Manager Joop Evers and on the final day, everyone could spin the feel of fortune to win a prize.

The jury described Transcom as:

“A successful and extremely fast-growing contact center where, despite the developments, employees were not forgotten. Transcom creates a very positive and enthusiastic atmosphere which stimulates success.”

Even the judges want to work for Transcom!

My Career Story – From customer service agent to teamleader in less than 18 months in a new country

My name is Morten Halkjaer and I am 25 years old. In February 2014, I moved from Denmark to Riga to work for Transcom Worldwide Latvia.

Last winter, I saw a job ad about working with customer service for  an international media company in Riga and I was at a point in my life where I had to choose if I wanted to pursue my career or experience the world. I chose the last option, but I didn’t expect that I would find both here in Latvia.

I had the phone interview on a Thursday and four days later, I was on a plane to Riga at 5.40 in the morning.  When I arrived, I was picked up at the airport by my teamleader-to-be, Anna. She was super sweet, and she had a taxi waiting for us outside the airport, which took us to the hotel where I would stay. Transcom had made sure that the hotel was paid for the first month I was in Latvia, which was awesome. Afterwards, Anna took me to see the actual office, where I would be working.

The following week was spent on trainings with our trainer Madlena. She made sure we were ready to take calls when the time came. I remember how eager I was to take my first call. I just couldn’t wait. I had never worked with customer service on the phone before, but I had sales experience, which has proved to help me a lot. The first call I took, was a customer asking which devices that supported our clients services. It was super fun to talk to him! I could have a conversation with him, just as I would with a friend. Our client wants to have the best customer service in the world, therefore they don’t have scripts. You can talk to customers in a casual and natural way, which I still find really amazing. After my first call everyone at the office started clapping. It was a very inspiring experience. It really showed how great the connection between the employees is, and it has only become even stronger with time.

In April, my teamleader was leaving the company. I was still feeling green, but she encouraged me to apply for her position. I applied, mostly to see how the process worked, since I thought that agents that had more experience would get the position. That was not the case. Transcom saw potential in me and I became a teamleader.

Transcom is an outstanding company, who really cares about its employees’ personal development. During my time here, I have acquired many new skills such as; positive positioning and presentation skills while I was an agent. As a teamleader I have learned coaching, time management and Latvian labor law.

I have a lot of free space to do things my way, which allows me to grow and unfold. Transcom also challenges you to become better, and to develop your skills by assigning additional tasks to you.

Currently I am working on a new project for new employees from Scandinavia, like myself. It will help them with the transition when our new hires arrive here in Latvia. It is really interesting to have a project like this, where I have to keep in touch with many different people and follow up on the tasks I have assigned them. I love being able to contribute to Transcom’s way of working, and I see it as a large responsibility, where I learn how a business manager works, which hopefully would be the next step for me.

I came to Riga, fell in love with Riga and Transcom, and now I have been here for 1.5 years without any plans about leaving!

Author: Tanja Lohrmann

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Transcom stands out at Call Center World 2015 as it celebrates growth in Germany

The CCW 2015 took place at the Estrel Convention Center in Berlin in the end of February. The 17th edition of Europe’s largest fair for customer service, call center and communication has a long history and the who’s who of the industry traditionally meets at CCW. This year over 7,600 visitors attended the fair to gain a complete insight about innovations, new technologies and trends in the customer service and call center industry.

Over 250 exhibitors from 50 different countries were listed which underlines the global impact and internationality of this year’s CCW. Our participation in the fair aimed to confirm Transcom’s position as global customer experience specialist and celebrate our recent significant growth in Germany.

Transcom had a large, well-located exhibition booth which attracted many prospect clients, existing clients and media representatives. Transcom team managed to gather promising contacts that will certainly support Transcom’s planned expansion on the German market. We were also happy to meet other possible partnering vendors, recruiting companies and potential employees.

Transcom stand and the German team at CCW 2015

Transcom stand and the German team at CCW 2015

The CCW exhibition represented the best opportunity to announce our business results and celebrate Transcom Germany’s rapid growth in 2014. In order to face the growing demand for Transcom services, Halle’s operating site is being expanded. A move to a new location, with a significant increase in the size of operations area, will take place in the second quarter.

Also Rostock site is continuing with the growth trend and an expansion of the production areas is under evaluation. These investments were necessary since we have extended our client base in Germany and further strengthened our relationship with existing clients.

Transcom at Polish Outsourcing Fair 2014

The second Polish Outsourcing Fair took place at the EXPO XXI Exhibition and Conference Centre in Warsaw on the 16th and 17th of October.  The event saw over 1000 visitors and 120 exhibitors representing companies that provide a whole range of services from sectors such as contact centers, collections, IT, administrative, accounting, recruitment, HR and payroll, fleet management and legal services.

In addition to the exhibition part of the event, there was an Outsourcing Academy organized. During the Academy, experts from many different fields of outsourcing shared their knowledge, not only with the exhibitors, but also with people visiting the Fair. Topics debated at the Academy included Contact Center market developments and the principles of cooperation in the area of outsourcing.

Transcom was represented by the Polish team and Roberto Boggio, Regional General Manager of Central & South Europe Region, who was able to join during the first day of the fair.

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Marcin Zieliński – Business Manager, Przemysław Włodarczyk – Business Development Manager, Marek Szul – Call Centre Director, Roberto Boggio – General Manager, Central & South Europe Region, Joanna Osińska – Human Resources Manager, Grzegorz Baran – Business Manager.


During his visit, Roberto was able to give an interview to OutsourcingPortal, Outsourcing & More Magazine and ProProgressio Foundation editors  -  and also to meet local government representatives.

The fair was a great opportunity to present Transcom as one of the biggest players in the Polish Contact Center market and to meet potential clients. We had a chance to inform the wider public about Transcom, our global structure and underline our customer experience expertise gathered not only in the Polish market, but also worldwide. Of course our main focus was on our clients, showing how we can help optimize their business performance and how to utilize our global experience in order to achieve better results.

Author: Eimantas Liutkevicius

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Transcom Lithuania celebrates the annual Team Leader offsite

The Team Leader Offsite is an annual event where all Lithuanian Team Leaders and Quality Specialists meet in order to strengthen the bond with Transcom, to get a deeper understanding of our company and the customer service business and of course, to get to know each other.

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This year we traveled to a leisure and business club outside Trakai, a popular lake resort in Lithuania. The topic of the day was “Get to know One Transcom” which was inspired by the vision of the company. All Team Leaders and Quality Specialists had to prepare a presentation about the project they work in, describing:

  1. The main KPIs and best practices in their project
  2. Their main challenges and opportunities
  3. The people on the team

The presentation could be done in any format, such as video, acting, Power Point presentation, etc. As Team Leaders and Quality Specialists usually don’t know their colleagues from other projects that well, we wanted this to be an informative team building activity.

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Team Leader Offsite 2014 was also special because the Human Resource (HR) department participated in the event. This definitely helped Team Leaders and Quality Specialists to be more involved and get a deeper understanding of the HR team’s crucial role in Transcom’s daily business.

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Getting to know each other better was only the first task of the day and soon enough the whole team headed to prepare for the second part of the day: workshops. The team was given eight topics to brainstorm and provide ideas about;  Attrition, Hiring Process Improvement, Team Leader Selection, Team Leader Training Package, Self-motivation, Transcom Brand Awareness, Transcom Events and Office Branding Ideas.  The team really rose to the challenge and provided valuable insights and ideas on how these important and often overlooked issues can be solved. Moreover, Team Leaders and Quality Specialist will now organize teams not only to provide the ideas, but also to be responsible to bring them to life in Transcom’s daily operations.

The main goal of Transcom Lithuania’s Team Leader Offsite is to form a team of involved, active and empowered employees and therefore it is a pleasure to see this ultimate target achieved!

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Author: Eimantas Liutkevicius

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Transcom Lithuania’s employer branding initiative awarded 2nd place in national HR competition

Every year the Lithuanian HR association invites companies to share their best practices for employee motivation, engagement and loyalty that create additional and add significant value to their business. This annual event is a great opportunity to gain insights in the practices that has proven to be successful in other companies as well as share to our own successes at Transcom Lithuania. But– it is also a friendly competition for companies that have developed successful and innovative ways to improve motivation and engagement

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This year Transcom Lithuania decided to participate in the contest and tell more about our own successful employer branding initiative that we call Quality Month.

Our Annual Quality Month is a great experience for every employee of Transcom that combines a fun and result driven environment with discussions about Transcom’s values. It is a great opportunity to feel the thrilling excitement of competing not only with your friends, but also with co-workers from other projects from all over the country, reaching a higher result. All these activities then culminate in the most popular event of the year –the Quality Month Cup, where each employee has the chance of winning first prize. The winner is usually selected via a vote of a committee made up from local management members.

The contest itself differs year by year and this year the theme of the Quality Month was “Transcom World”. We prepared a map with locations of all Transcom sites marked on it and each team was then randomly assigned a Transcom site. Every week teams received points according to how good they did on their KPI targets. Each week the teams also had additional assignments; to create their own contact centre logo, their own mission and vision, to make a regional analysis in terms of the regional call centre market, to prepare a proposal to a potential customer etc.

By using their earned points, the teams were able to buy areas of the world map, and “expand their base of clients” or market. The team that had most territory after a month won the campaign.

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Outstanding customer experience can only be achieved through engaged and highly motivated employees and Transcom’s Quality Month has a proven track record of getting it done. It is for these particular reasons that our Quality Month was awarded 2nd place in the Lithuanian HR association’s national Best Practice competition!

It’s a great pleasure to be noticed and awarded, but most of all we hope that our competitors learned something valuable from us as well, because we found their ideas and practices very useful and inspirational.  It is all about sharing, but it’s also great to deliver an employer branding initiative that is ranked so high!