My Transcom Experience

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Author: Matteo Ferrari

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Transcom Serbia celebrates a successful year and looks to the future

In August, Transcom Serbia celebrated its first anniversary in business. When we launched our operations in Serbia, our aim was to create a new multi-lingual hub in the Balkans, and to provide outstanding customer experience to leading European companies in various sectors.

A year later, we can confidently say that we have achieved and surpassed our objective. Today, Transcom Serbia serves eight markets in six different languages and employs about 200 people. As gender and equality is a prioritized focus area in our overarching CSR program Transcom Cares, we are also very proud to announce that nearly 75 percent of our workforce are women.

Our portfolio of clients includes market leading brands in various sectors (financial services, internet, media, ecommerce and retail) and is experiencing rapid growth as a result of the competitiveness of the Serbian market.

To celebrate Transcom Serbia’s first fantastic year to thank everyone for their excellent work, we  hired a boat and went for a cruise on the delta of the two great rivers that flow through Belgrade, the Sava and the Danube.

 EVENTS Belgrade boat

We organized a fantastic party on the boat, where we met the families and children of some of our employees, listened to some good music, enjoyed some delicious food and admired the view of Belgrade from the river in a great party atmosphere. And to end on a high note, we dived into a gorgeous birthday cake and raised a glass of champagne to toast a successful year and the brilliant future we are all looking forward to.

 EVENTS Belgrade


At the present time, our sector is in the midst of a radical transformation, driven by the opportunities opened up by new digital technology. Transcom is in the front line to seize these opportunities and transfer the best innovations to the services it offers clients. As can be seen, here in Belgrade too we are ready to enter the era of digital customer experience.


EVENTS Belgrade cake

Author: Margit Fuentes

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Transcom Estonia celebrates Diversity Day

On the 15th of April,  Estonia celebrated Diversity Day. On that day, we recognize and honor the importance and singularity of every person in businesses, organizations, and the society as a whole. Diversity is innate to nature and to people – it makes the world more exciting. There are people around us who are not the same as us; nevertheless, we all are equally important and needed.

Diversity Day_FB-cover_ENG(1)

Equality and Diversity is also one of three prioritized focus areas in Transcom’s CSR progam Transcom Cares  and we are very proud to say that our employees in Transcom Estonia are highly diverse in many aspects:

  • The age of our colleagues ranges between 19 and 67
  • 20% are males and 80% females
  • They come from about a dozen different nationalities, communicating in different languages.

During the course of numerous interviews we carried out with the motive of the Diversity Day, several of our co-workers described their thoughts and experiences about working with colleagues from different backgrounds and cultures. One common observation stood out from their experiences: that even if we may be very different in appearance, we are not so different as colleagues. As a colleague, you are valued by your attitude, knowledge and friendliness.

The theories of information and decision-making support the argument that diverse teams are more creative in problem-solving, while they are also more innovative. This is because persons with different backgrounds can see the problems from different angles, and thus lead to more creative and productive solutions and ideas.

In its continued effort to encourage and promote diversity, Transcom Estonia is pleased to announce that we have become a signatory of the ‘Diversity Charter’. This is a voluntary commitment, open to companies and institutions both in the private and public sector that value an environment free of discrimination, and have made a decision to work towards fostering diversity.

The Diversity Day was a joint initiative by the Estonian Human Rights Centre; Tallinn Technology University’s project “Diversity Enriches”; and the Estonian Diversity Charter.

Diversity enriches! Erinevus rikastab päev

Author: Trixie Calimon

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Transcom’s child care center in the Philippines organizes its first summer camp

Equality and Diversity is one of the key focus areas in Transcom’s CSR program, Transcom Cares.

As a way of supporting working mothers, Transcom Philippines site in Pasig has a child care center for our employees’ children.

The staff at Transcom's Child Care Center in Pasiq (from the left): t Josine Augustin, Child Care Psychologist, Geraldine Alvarez, Child Care Counselor, Adrian Gozales, Child Care Nurse

The staff at Transcom’s Child Care Center in Pasig (from the left): Josine Augustin, Child Care Psychologist, Geraldine Alvarez, Child Care Counselor, Adrian Gozales, Child Care Nurse

The Child Care Center is very appreciated by our working moms, as the quotes below illustrate:

“I would not have survived the emotional and maternal challenge of being a mom working at Transcom if it were not for the Daycare. Thankfully the Daycare has served as a great partner for parents in keeping our children holistically imbued with Christian values, with fun, games and laughter.” Christine R Alvarez, Corporate Trainer


“How fortunate am I, as a mom to be able to bring my child to work and have her meet new friends as well as the numerous “titas” and “titos” who dote on her. Every day I look forward to my daughter’s stories of her fun-filled day.” Anna May R Villaruz, Senior Manager Organizational Development

During the spring, the Child Care staff and parent volunteers organized the center’s first summer camp which included activities like arts and crafts, guitar lessons and theatre arts.

On May 30, the children got together in a culminating activity celebrating their new-found and developed talents. It was a delight for parents, seeing their children on stage; hosting, singing, dancing and performing. The children obviously enjoyed their time in the spotlight, but it was the parents with their faces full off pride that brought home some life-lasting memories that night.

Though this was our first summer camp, we received very good feedback and hopefully this will be a yearly activity at our childcare center.

Key takeaways from Transcom’s mid-quarter and CSR update

We recently organized a mid-quarter and CSR update for investors, analysts and journalist in Stockholm. We gave an update on Transcom’s financial performance and important priorities for 2014. But the main focus was on describing our CSR program, Transcom Cares, and how our activities in this area form an integral part of our day-to-day business activities.

The audience was very engaged, which led to several interesting discussions. One topic which was discussed was whether CSR is truly an important factor for investors. Everyone seemed to agree that it is. Here are a couple of the comments made by investors and analysts:

“CSR has become a more important factor in making investment decisions.  It’s really a “need-to-have” in order for us to consider an investment. And studies have shown that companies that prioritize CSR and sustainability have a better financial performance in the long term.”

“Companies that take CSR seriously tend to have better governance in other areas, lowering risk.”

During the meeting, we highlighted some of the key messages that we presented in our Q4 and full-year 2013 report, e.g. that a very important priority for 2014 is to improve results in North America, both through new business development and increased efficiency. Overall, our focus currently is really on improving profitability, which will likely result in somewhat lower top line growth in 2014.

Malin Lindfors Speace, CSR consultant from Ethos International gave an update on our recent stakeholder dialogues and supply chain management process.

Malin Lindfors Speace, Ethos International

Malin Lindfors Speace, Ethos International

One of the questions Malin answered was how Transcom’s CSR activities compare with our international peers:

Thanks to the improvements they have made in the last few years, I would rank Transcom among the top three players. Three years ago, I would have given a lower rating.”

CSR has a profound impact on Transcom’s daily operations, not least because it is important for us to be recognized as a responsible employer, attracting people and strengthening our employer brand. We hire and train thousands of new people every year, and our long-term success depends on our ability to attract and develop the right people. Therefore, we believe it makes sense to focus our CSR efforts on people as well. Our recent stakeholder dialogues have confirmed our view. Three prioritized focus areas make up the core of the Transcom Cares program:

  • People development
  • Equality & diversity
  • Community engagement

People development is one of our most important priorities and we are very proud to say that over 85% of our managers are recruited internally. Our ability to attract and develop top talents is business critical. In order to ensure that we are successful in finding the right people, the company has a clear goal of becoming an employer of choice in our industry. Besides offering a stimulating working experience, competitive compensation and robust training, we believe that the opportunity for career development is one of the key factors that attracts new talents to Transcom.

We offer a multitude of opportunities for employees to develop in their roles. There is a clearly defined career progression, either as a line manager or specialist, and there are many examples of senior leaders at Transcom who started out as agents or in junior support roles.

In 2013, Transcom decided to launch a redesigned Talent Management Program, putting the necessary tools in place to manage the process on a global level, ensuring greater transparency and efficiency. We have also decided to design and implement a program with the objective of identifying top candidates in a more structured way.

Equality & diversity is very important to us. We strive for gender equality on all levels, and are dedicated to showing that equal opportunity employment is part of our DNA. Diversity of cultures and languages is fundamental to our service delivery capability, e.g. in our multilingual near shore centers.The gender distribution among managers is good overall, with women making up 39% of managerial employees. Our target is to improve this number even more.

A unique position that Transcom is proud to fill in many markets is that of a platform for career development for young people and new graduates. In many countries, we are a top employer of people aged 18-26. Our agents learn about direct client interaction in a dynamic environment, strengthening their communication and technology skills.

We also run successful programs in several countries with the objective of hiring disabled people, for example in the Netherlands Germany, Spain, and Chile.

Local community engagement is how Transcom Cares started. Getting involved in the communities in which we operate not only strengthens our employer brand, but also maintains our license to operate in the markets where we choose to compete. Many of our community engagement activities depend on our employees’ passion to contribute their time and energy. People want to work for a company that has a sustainable approach to business and that contributes to building communities. It is clear that our community engagement activities support recruitment and staff retention.

Transcom also runs programs to make life easier for our employees. On-site child care centers, pharmacies, and employee microloans are some examples.

The last question we received during the meeting was if we will be back next year with an update. The answer is yes and we take this comment as proof of a successful seminar. Feel free to have a look at the presentation below. I also invite you to visit this blog for regular updates.