I and many of my colleagues get asked this question a lot. Of course, we think we have a pretty good idea. The funny thing is, though, that we rarely ask our clients, employees or competitors the same question. But recently we did just that. Or, to be more precise, we asked an external party to do it for us. I’m happy to say that the results indicate that Transcom’s position is very strong in terms of the most fundamental thing we need to do, i.e. to consistently deliver high-quality services to our clients and their customers. In fact, this was exactly the characteristic that respondents highlighted the most. Among buyers as well as competitors, Transcom was widely perceived as a high-quality vendor, rated above peer average. In addition to this, our flexibility in terms of meeting ever-changing client requirements and our strong local market knowledge were cited as key differentiators for Transcom in the marketplace.
If you asked me, I would probably tell you about all these things as being important differentiating factors. But if I had to mention only one thing that makes us different, it would have to be our people. They are truly at the core of our strengths, and I am reminded of this fact every single day. I also get confirmation by the great feedback we receive through our annual employee survey, both in terms of praise and suggestions for making Transcom an even better place to work.
I realize that you might now accuse me of throwing clichés around, since many CEOs routinely boast about their people making all the difference. But I honestly don’t think I’m making an overstatement. Every year, we hire thousands of new people on whom our business results depend. During a typical month, our customer experience specialists handle approximately thirty million interactions with our clients’ customers in over thirty languages. Every hour of every day, we rely on knowledgeable, motivated people to deliver great customer experiences, in any customer situation and via any channel.
So if Transcom is better than the competition, it is thanks to our outstanding people. In the Hello Transcom magazine, you will meet some of them.
Johan Eriksson, President & CEO