My Transcom Experience

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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!

Author: Jörgen Skoog

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Strengthening Transcom’s talent management approach

We are constantly striving for excellence in everything we do in order to exceed our clients’ expectations. In this context, we have been evaluating our ability to attract and retain the right people and the way we develop our talents.

Many of our employees have highlighted the need for bringing to light the great opportunities our company can offer. There are tons of examples of people who have developed great careers here at Transcom. In fact, over 85 percent of our managers are recruited internally. We showcased a few in our latest annual report, and there are many more role models standing in line to show the opportunities that exist here at Transcom.

Our HR team has been working on a global solution together with people from all functions in order to ensure that we identify talents and develop our employees, so they can take on more challenging tasks. This is key to our continued success. The solution will help us manage succession on all managerial levels as well as identify the talents we have so we can help them grow and develop. I am also convinced that a well-defined career path will increase motivation even more!

Transcom’s Talent Management also supports our vision of being recognized as a global leader in customer experience. I firmly believe that talented, passionate and innovative people are fundamental to delivering an outstanding customer experience. Effective tools and systems are becoming more important, but our true differentiators are our people!

The process looks like this:

Talent Management

As shown above, the Talent Management process runs in parallel with, and augments, Transcom’s annual performance management cycle. Our employees will also be involved in assessing their managers,  further strengthening the management skills in our business. Even though all employees are very satisfied (>87%) with their managers – as reported in the annual Voice of Employees – we know we can improve further.

I am convinced that our service excellence will benefit from the supporting processes we are now implementing. Stay tuned for news on our progress, including stories of how we develop our people across our global organization.

Jörgen Skoog, Global HR and Operations Director

Author: Martijn Steenbergen

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Starbucks opens coffee corner at Transcom Groningen

Thursday the 8th of May was the day: As the first company in the Northern Netherlands, Transcom Groningen got its own Starbucks coffee corner.

Starbucks Coffee Corner

As Starbucks communicates: “Today, with more than 18,000 stores in 62 countries, Starbucks is the premier roaster and retailer of specialty coffee in the world. And with every cup, we strive to bring both our heritage and an exceptional experience to life. Every day, we go to work hoping to do two things: share great coffee with our friends and help make the world a little better. It was true when the first Starbucks opened in 1971, and it’s just as true today.”

Collage Starbucks Groningen

Joop Evers, our Managing Director, cut the ribbon during the opening ceremony. From now on all our employees in Groningen are able to have a Starbucks coffee moment

Our employees truly appreciate the opportunity to have special coffee from time to time. And the free coffee on the day the corner was opened was even more celebrated.

Author: Joanna Osinska

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Employer branding campaign in Poland – Proud to be a part of Transcom

 

“My name is Monika. While working at Transcom I realized that a perfect team is a perfect recipe for success. Transcom is perfect for work and for fun.”

proud to be a part of Transcom

In March, Transcom’s Polish HR Team in Gdańsk and Olsztyn came up with a unique employer branding campaign to reach a wide range of potential candidates. During the next three months, there will be billboards with photos of Transcom employees presenting their hobbies and the advantages of working at Transcom. The billboards are located on the way to the main universities, so that the best talents will be reached.

The aim of this campaign is not only to attract new members to our team. We would also like to positively influence people’s opinion about call centers in Poland, emphasizing our role in developing and empowering people.

Employer Branding Campagin_Poland_Monika

 

Author: Giuseppe Bertini

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Training courses for over 150 people on the “Leadership Tour: the Power of a Team” project

INNOVATION Leadership

In March 2013, the Human Resources Office launched a project to develop the management competences of personnel who act as coordinators in the company. Last week, the project entered its final stage, involving 156 people working in all centers that offer services to the Italian and French markets.

The initiative aims to satisfy one of the main goals set by Transcom’s top management: to encourage and promote the enterprise spirit of our most talented people, in order to encourage business development and organic growth based on shared goals and competences.

After an initial stage of collecting, analyzing and assessing training needs, and then planning the most suitable action with the support of specialist third party companies, we have now begun to deliver the training courses. An important aim of the training is to develop personal leadership skills. The courses for Team Leaders and Business Managers were given priority because of the key role they play as points of contact between management and operations areas. The courses were designed based on an experience-based approach, with lots of practical activities, case studies and role playing exercises devised to develop various important skills:

  • Effective leadership and people motivation
  • Conflict management
  • Time management
  • Teamwork and effective communication
  • Problem solving

We know that people make all the difference in our industry. This is why we are increasing our focus on training as a way to develop the skills of our employees.

Author: Susanne Reuter

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Parliament member visited Transcom Karlskoga

Parliament member Johan Pehrson and his colleague Lars Hultkrantz recently visited us here at Transcom Karlskoga. Local media was also present during the visit.

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Our Contact Center Manager, Bengt Öhman, made a short presentation of Transcom and then we did a tour of the center. Our Business Managers explained how the operation is set up and how we add value to our clients.

Our visitors were very impressed by our agents, especially when they realized how much skill and knowledge you need in order to be effective at this job.

They were also very impressed by the way we work together with our newly recruited staff – for example our professional training programs.

We also talked about Transcom’s important role as an employer of young adults. Transcom is one of the largest employers in Karlskoga and we are keen to explore how we can further improve our partnership and cooperation with the local municipality.