My Transcom Experience

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Author: Alan Girón

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Celebrating Fiestas Patrias at Transcom Lima

On July 28 and 29, Independence celebrations were held in Peru and we decided to decorate our Lima center in red and white, the colors of our national flag, and organize “Entonándole al Peru” a singing and dancing contest among all the employees. We encouraged our employees to participate with Peruvian songs and dances.

Welcoming to the celebration of Fiestas Patrias in Transcom Lima

We enjoyed of a very animated competition! The seven participants in the singing category delighted us with folk music, the rhythm of the guitar and the typical peruvian “cajon”. Finally, our undisputed winner was Lizbeth Vilchez who sang the theme “Our secret”, an  iconic and classic peruvian waltz, a 30 year-old song but timeless.

Fiestas Patrias in Transcom Peru

In the category of dance presentations, we had three groups and two people who danced individually. Among them we saw “Huaylas moderno”, a nice Andean traditional dance; we also saw the dance of Anaconda, which comes from the Forest and the “Festejo”, Afro-Peruvian dance, which ultimately won the contest, represented by our agent: Alfonso Mori.

We also conducted our classic decoration contest. We were pleasantly surprised by three types of decorations: From the coast, we were surprised by the famous “tapadas limeñas”, traditional clothes for women, some “sailor dances”, with Pisco and rice pudding tasting. From “La Sierra”, the mountain area of Peru, other teams showed its typical clothing: skirts and “chullos”, caps, made of splendid fabrics; we were delighted by corn and cheese tasting and we danced to the beat of classic “huaynos serranos”. Last but not least we were introduced to the Jungle, with typical dances and tasting of “juanes”, a traditional Peruvian dish, and fried banana.

Typical Peruvian food

There is no doubt that our team exceeded the expectations in every way this year. Our employees worked on the event for several weeks, putting a big effort into their presentations.

Upon completion of the activities, we all enjoyed a delicious lunch, pleased to have spent a great day of friendship.

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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How Transcom Sevilla uses sport as a motivational and performance improvement tool

At Transcom we know that one of the key success factors in our business is our adaptability. That is why we at Transcom Sevilla strive to differentiate ourselves from our competitors by having well-trained sales teams, with the ability to sell any product, from insurance, up to banking, telecommunications, leisure, etc… It helps us to get the best results for our clients.

For any outbound team, to reach sales targets is essential for the success of the service; however, it is not easy to achieve high performance.

Given the current economic situation, selling is much more complex than it used to be. It is a fact that consumers have more ways to review and compare the information provided by companies, which makes them even more demanding, and as a result, it is more difficult to close the sale.

Mountain bike team Transcom Sevilla

Therefore, we must strengthen tolerance to frustration, and not get discouraged by the numerous negative answers that we receive daily. Many times this is a distinctive feature of the sales process, but we must nevertheless work together to build a motivated and strong team.

Motivation may be tied to financial benefits, but this is not the only or the best way. We can also activate different handles, as games, group dynamics, competitions, etc … so that all employees feel part of a team and fight for a common goal.

In this sense, sport is an ideal option, as it is a way for peers to improve their welfare, combating tension, stress and monotony, which undoubtedly affect employee productivity.

For this reason, the Training and Quality team decided to create a Mountain Bike group helping the agents to identify themselves with the values of sport: respect, healthy living, teamwork, fair play, effort, and ability to overcome frustration.

Mountain bike team Transcom Sevilla

Each week, new challenges are set, new routes are designed to avoid routine and to increase communication and interpersonal relationships with different partners from different areas of the company, resulting in an improved working environment.

A group of employees becomes a team when all its members learn to work together, in the search of a common goal. A team that improves their interpersonal relationships outside the workplace will also work in a better environment and therefore, will increase their professional performance.

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!

Transcom Norway site gets all time high Customer Overall Satisfaction score in June 2014

Transcom Norway’s Rolvsøy site delivers good Customer Overall Satisfaction results every month.  There has recently been further improvement and Customer Satisfaction score reached 87.3% Top 2 Boxes (very satisfied and satisfied customers in 5 point scale with neutral midpoint) in May while the result in June was an all time high score: 88.2% Top 2 Boxes.

So what did we do to get these results? The process starts with Recruitment, finding the right people for the job. We are looking for employees with positive energy and a certain “glow”. Basic Training has undergone a makeover with a new structure focusing on soft skills. In addition to the product and service knowledge, Agents learn and practice how to disarm a possible conflict. This gives Agents confidence and helps them earn customers’ trust. The work environment is unique due to the excellent cooperation we have – Quality Analysts, Team Leaders and Agents work together to find the best possible way to give the end user world-class customer service.

Transcom Norway has excellent cooperation with the Client and this is the main reason we are able to reach fantastic results. The Client invited the call center to a wonderful evening with glitz, glam, great entertainment and great food on May 9, 2014. Transcom and Client employees walked down the red carpet in beautiful ball gowns and suits, feeling like stars. There was an awards ceremony where among others Best Seller, The Year’s Newcomer and the best Team Leader were awarded. It was a fabulous evening that people continue talking about today.

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To keep the continuous focus on Customer Satisfactio,n the contact center organizes different activities once a month. We call it CSAT happenings. Transcom’s Quality department together with the Client representatives not only give Agents a morale boost but also acknowledge their efforts with end customers.

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“Out of the Box Day” empowers team leaders at Transcom Ribeirao

Team leaders truly play a key role in our organization. They are the ones that have the shortest path to our agents’ minds and hearts. We know that many times, no matter how much agents like communicating, receiving commissions and working for Transcom, it’s their commitment to their team leader that makes them go the extra mile.

But the need to motivate team leaders is often forgotten; letting them know that we acknowledge their importance and value their work often “makes the difference”.

At Transcom Ribeirao, we recently had a brainstorming workshop that involved team leaders, business managers, product specialists, business support, HR, IT and the contact center manager. Our ambition with this activity was to empower team leaders in their role.

The workshop was held in a nice and relaxing place outside of our office. The aim with the day was to share the team leader’s challenges and find solutions how to improve team management and, consequently, financial results.

Out of the box day in Transcom Ribeirao

We had predefined several fundamental skills for the role:

  1. How to plan and organize
  2. Take responsibility for the team and its results
  3. Develop agents skills
  4. Determine needed activities to reach goals
  5. Motivate, inspire and support
  6. Identify and create solutions to defeat agents difficulties
  7. Monitoring
  8. Inform and clarify
  9. Correct deviations; make changes and readjust plans
  10. Recognizer
  11. Reward
  12. Manage conflicts
  13. Take decisions

Those themes led us through a day full of reflections, creativity, relaxing activities and open minded discussions.

During the day the agents recorded a video for their team leader, highlighting the person’s strengths. We summarized our “Out of the box day “by forming the motto “The Team is Mine”!

Out of the Box day