My Transcom Experience

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Author: Johan Eriksson

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What sets Transcom apart from the competition?

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

Author: Javier Duran

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Successful talent management in Transcom Leon improves performance and quality

In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project “Stop & Go” at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.

After getting the UNE EN 15838 certification, we saw the need to take a step further in terms of our human capital. By using the selection standard defined in the UNE certification we reassessed our Senior Team Leaders, Team Leaders and Product Supervisors as these persons are key players when it comes to managing the contact center successfully.

Talent management program at Transcom

The “Stop & Go” project started in November with a personal interview with the immediate superior and workshop with the HR-team. Competencies were analyzed as objectively as possible, with all kinds of situations and aspects to be evaluated in each case, with a combination of attitudes, skills, knowledge, motivation and actual performance. This way we created an environment where the evaluated person was able to perceive his or her reality from a new perspective and understand that, under a different light, we can always find skills and competencies to develop and that will permit us to succeed.

In January and February, the second step of our program consisted in defining detailed action plans, together with the evaluated staff, in order to improve specific areas to further develop their tasks with the quality standard we have set.

Thanks to a full cooperation between Human Resources, Operations and Quality, we have achieved our first milestones for the project:

  • All employees to know in detail the purpose of their work
  • The key competencies needed to perform it
  • Key competencies that needs be developed through concrete actions

Talent Management in Transcom

Today, the entire structure helps us to perform better every day, because we all know our potential and are heading all our efforts to build winning teams every minute. We know our worth and know our areas of improvement, and that is something that with hard work and attitude makes us winners. Each member of the teams, meet the demands of their job and have unified criteria and objectives. We are certainly in the direct path to success in managing people.

These are some of the testimonials that the participants in the “Stop & Go” program have shared with us:

“The analysis and subsequent action plan has made me reconsider the situation of each agent, both professionally and personally”

 

“The analysis has given me a push to keep improving, both professionally and personally, get out of my comfort zone and boosting my potential at all levels.”

 

“This project has given me another view of my skills and personality that can help me to achieve more ambitious goals.”

 

“You get a glimpse of your work than you are not aware of, for better or for worse! :)

We are not only trying things make look good, or getting the predefined results… we want more, much more, we want to grow every day in quality, efficiency and, all together, facilitate the perfect setting, with all necessary means, in order that every professional has the possibility of developing the best version of him or herself in each of the key positions. We do not want to have good Team Leaders; we aim to develop the best Team Leader and we want to grow together in the same direction.

A cooking course in Transcom Italy inspires teamwork

During the autumn of 2014 Transcom Italy organized a special training course for their top executives and managers. Their task was to:

  • Cook a full meal to share and enjoy together
  • Prepare a rich cocktail buffet for their Business Support Team colleagues and the Regional General Manager Roberto Boggio

cooking course 01

The two-day cooking course, “Made in Transcom”, forms part of a wider-ranging training program organized throughout 2014, in order to develop leadership skills and promote effective teamwork among the people in Transcom Italy who are responsible for managing processes and delivering business results.

LIFE IN TRANSCOM corso cucina 03

The Cooking Day had some very specific purposes:

  1. Draw attention to individual as well as the team’s strengths and identify areas for improvement
  2. To develop the fundamental aspects of group work and effective communication
  3. To stimulate attention to details, in order to guarantee service quality
  4. To analyze the level of engagement and approval, in order to improve the well-being of each individual and the team as a whole

The participants were split into three groups, one assigned to making lunch and the other three to prepare the cocktail party. The expertise of the chef and sous chef were recognized immediately and used as key resources in achieving the objective. Although they were divided into groups and had different culinary backgrounds, all course members worked together and shared information both with each other inside the same group and with different groups. No deadline anxiety was felt by the team and a calm and pleasant atmosphere was established right from the outset, encouraged no doubt by the informal setting and the fact that the cooking skills of all course members were at more or less the same level.

A practical session at the end of the training course identified the most important values shared by participants during the two-day event, both at individual and group level (Confidence, Collaboration, Sharing, Passion, Integrity and Respect), and the behaviors that best express these values.

cooking course VALUES

LIFE IN TRANSCOM ENGLISH foto di gruppo con citazione finale

A win-win agreement with leading Italian mobile operator creates added value for client and Transcom employees

One of Transcom Italy’s main clients is a major international telecommunications operator, with over 30 million active SIM cards in Italy.

LIFE IN TRANSCOM telefonia-mobile (2)

Our partnership with this market leading telecommunications operator started in 1999, providing inbound customer care and sales services. Today, Transcom Italy supplies a comprehensive range of services, managing interactions between the operator and its customers through all the main contact channels. Our two companies have grown, changed and evolved together in a market which has undergone profound transformations over the years, consolidating a long-term partnership based on mutual trust, value creation and total transparency.

In October 2014, we signed an agreement that offers Transcom Italia’s employees special discounts and promotions across the entire line of services and products offered by our Client, from voice to top-up contracts and from ADSL broadband lines to the purchase of smartphones and tablets.

This agreement consolidates our partnership still further, because it generates added value for both companies: new sales for our Client and beneficial offers for Transcom employees.

LIFE IN TRANSCOM Partnership (2)

The win-win approach is a key feature of all successful partnerships; value creation is always the main driver that ties Transcom to the company’s most important clients.

Author: Marie Fjällrot

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My first Transcom Experience, is my new Trans (com) family

I grew up in a small municipality in the south-east of Sweden. The population is about 30,000 spread out in a large area. It is a beautiful place during the summertime because of the proximity to the sea and the archipelago. But in the fall and late winter – not so beautiful. It is mostly dark and really cold because of the damp cold from the sea. During the fall and winter time you spend a lot of time talking on the phone with your friends, both because of the long distances but also because we don’t have to meet every day since, we have phones and (hopefully) good network coverage. And if it doesn’t work, we just call customer service. And now you probably wonder what we do when we don’t talk on the phone. I guess we are (like a lot of others) spending time with some of the most important people in our lives – our family!

I started working at Transcom AB in Stockholm as an HR-assistant in August. When I considered what to write in my first post for the Transcom blog (My Transcom Experience) I started to think about my hometown, which Transcom´s organization reminds me of in a way. 30,000 residents is comparable to the almost 30,000 employees working at Transcom. All employees are spread out in a (very) big area, and we spend a lot of time talking on the phone with each other and with other people, like supports, sales and not least customers. And we rely on the fact that Customer Service has to do an excellent job. And in the end we all belong to the same family.

Family

And my Transcom experience so far is that Transcom as a workplace and as a “family” seems like a dynamic, encouraging and warm place where passion for your job is one of the keystones. It seems like people all over the world are proud to work for Transcom and that the company supports and challenges its employees in a really good way. And in an ever-changing business that needs to meet new challenges every day, innovation is extremely important. But here at Transcom, it is not just a word, it´s a way of working and living. And the beauty with a family is that a problem that can seem overwhelming when you are alone can be solved with a little passion and innovation together in the family. And that is definitely my Transcom experience and feeling about the Transcom-family during this time. There is always someone who can help you solve your problem. And during the problem-solving you have the possibility to talk to a “family-member” from another city or country or even another continent. That is excellence, innovation and passion together with bridge-building friendship and the result is a trans-national family (Transcom). So now when I don´t live in my hometown, close to my family I feel proud to be a part of the Transcom family!

Author: Silvia Fernández González

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Transcom: land of opportunities

When I started working in 2001 as a Customer Service Representative for a new company that had just opened a new center in Leon, I never imagined that, after 13 years, I would end up being the Call Center Manager at this site.

I started working as an agent for a new client in the telecommunications sector in Spain. In those days, this was an industry monopolized at 90%, and the challenge was to open the market with a very innovative prepaid product. It was exciting to see how the project started to grow, slowly, thanks to advertising and word of mouth, and how Transcom started to increase its workforce.

At first, the work was a way to complement my studies, but soon opportunities to grow professionally showed up.

When we started working on the first international projects at Transcom León, I did not hesitate to apply for an English-speaking agent position. I can never thank my parents enough for their support during my training and for encouraging me to learn new languages. My managers at this time offered me the week-end team leadership, a role that I had for a year until I finally started to lead a weekday team for an international project.

After some time, the opportunity of becoming Business Manager arose, and of course I applied for it. I wasn’t elected the first time, nor the second, but I persevered. I continued to work as hard as I could to get my opportunity. I got it a year later, when I was promoted to lead international telephony projects, book reviews, and client services for a French bank.

During this stage, Transcom gave me the opportunity to travel a lot: training in Lithuania, meetings with one of our clients in London, Business Manager training in Sweden, visits to support our colleagues in Portugal, etc… Everywhere I travelled, I found the “Transcom seal”. A seal that only those who work with us know: Seal of teamwork and camaraderie. I thank all the colleagues in the countries that I visited for the warm welcome they gave me.

Transcom Leon CCM Silvia Fernandez and part of her team

Years passed, and during that time I grew personally and professionally. I became a mother, and when my daughter was 8 months old, the company offered me the position of CCM!

Transcom showed me then that being a woman and a mother is not an impediment to growing professionally.

I’m very lucky: Working on what I enjoy. I have a great team, without which I would not be here today, but above all, after developing my career in the company, I am able to understand the people performing other tasks in the company: I can see how an agent will feel after a long day at work trying to reach the objectives; what a Team Leader feels like when he/she is in charge of a team of agents and also have to fulfill other responsibilities; what a Business Manager feels like when the client pushes them to achieve the business goals and your CCM pushes you to meet the KPIs…

To all, I say that we work in a company where there is opportunity to improve, to grow, and where you are valued professionally speaking. If you’ve applied for a promotion which you did not get, do not give up on your goal, there are opportunities for everyone!

Taking advantage of the reach of this international blog, I would like to thank everyone who has helped me along the way during these 13 years, from all areas of the company.

Thank you!