My Transcom Experience

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Author: Vince Oliveros

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Transcom’s Approach on Business Process Standardization

One key element of a successful organization is to be able to increasingly achieve operational excellence by standardizing core business processes. Streamlining processes could have several benefits for an organization – eliminating defects and inefficiencies and drive cost optimization, to name a few.

However, standardization of processes is easier said than done, its success could depend on various factors, such as the availability and maturity of standard framework, complexity of the processes, and other factors coming from external requirements (i.e., client processes, tools and technology limitations, evolving industry standards).

An organization may go through several phases to fully achieve process ‘maturity’ state, where continuous improvement and process compliance comes into play. And often times, it could be a long and tedious journey.

Business Process Standardization - Phases

At Transcom, we firmly believe that standardizing and optimizing our internal processes is equally important to accelerate our business and value proposition for our clients. Over the past years, we have become more proactive on identifying, understanding and analyzing internal processes from different areas in our business to enable us to reach our desired state of maturity.

In order for us to effectively manage this, we have introduced an approach on standardization, where we gather processes and best practices from different regions, assess these based on their relevant success measures and tangible gains. From this point, we can then select the processes which are scalable and can be implemented globally or develop a new framework containing several pockets of processes from each region.

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We believe that when process standardization is implemented successfully, significant results can then be measured by the enhancement of our overall service delivery, customer satisfaction and loyalty, increased productivity, development of skills of our employees, efficiency and increased profit resulting in higher and faster return on investment (ROI).

Author: Cheryll Aganda

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Process Analytics and Improvement: a Case Study

At Transcom, our approach in Process Analytics and Improvement involve a series of actions that aim to identify, analyze and improve existing business processes within our partners’ organization, in order to meet new goals and objectives, such as increasing profits and performance, reducing costs and accelerating business value proposition.

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We would like to share a case study in this section, where we demonstrate our capabilities in this area via a project completed for one of our partners in the consumer electronics industry.

Our primary task was focused on the mapping, documentation, and analysis of current-state business processes. This led to the discovery of improvement opportunities surrounding organizational alignment, as well as opportunities related to the effective education and communication of agreed business objectives.

In the figure shown below, we provide a summary of identified ‘pain points´ experienced both by our partners’ customers, and our employees who support them in their journey to issue resolution.

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Both process mapping and documentation activities were completed, and upon seeing the misalignment on overall process information and business objectives, we provided recommendations which were approved and signed off by our partner.

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But the benefits we achieved went far beyond organizational alignment. We have, in fact achieved more in relation to successfully meeting our performance metrics, as well as demonstrating value add to our partner, through cost optimization.

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Author: Magdalena Szałaj

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Transcom adds new client in the white goods sector

Another white goods client was recently added to the Transcom portfolio. The Chinese multinational in question, a global leader in the consumer electronics and white goods sector, designs, develops, produces and markets many different items, including air-conditioners, smartphones, computers, microwave ovens, washing machines, refrigerators and TVs.

Various major brands in the consumer electronics and durable goods segments have already entrusted their customer care and technical assistance services to Transcom in various parts of the world. Our expertise in this specific sector was without a doubt a contributing factor to the decision made by our new client.

Currently, the Transcom team provides inbound and outbound support in nine languages: French, German, Italian, Spanish, English, Portuguese, Flemish, Dutch and Polish. The team provides assistance to end customers, stores and repair centers through various contact channels: telephone, email, live chat and also social media in some countries. Most of the team members work out of our Gdansk site (one of our leading multilanguage hubs), but a number of Transcom specialists have also been transferred to work in several of the Client’s European offices (in France, Italy, Spain and Germany), with a view to coordinating work and facilitating the sharing of information and know-how. The tasks assigned to them include the management of customer care services provided over the chat channel and through the client’s Facebook page.

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Virtual image of the showroom project devised for the client

Transcom has adopted an innovative approach in order to help its operators gain a perfect understanding of the products for which they are providing technical and commercial assistance. In a joint initiative with the client, Transcom has created a showroom for its team at the center of the operations area where customer care services are handled. This not only gives operators some firsthand experience of the various products during training, but also simplifies relations with users and makes the service more effective, because the products in question are right there next to their work stations.

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Operators at work in Gdansk and the showroom containing the client’s products behind them

Transcom is constantly working on new solutions, new processes and new approaches to offer its clients’ end customers the best possible experience. The showroom in the operating area and the transfer of Transcom personnel to several of the Client’s sites is giving a powerful boost to this important new partnership, which has looked set right from the outset to grow and be consolidated in the future.

Transcom Color Run for Fun 2016

Bacolod Color Run

The most colorful event just made it to Transcom Philippines – Transcom Color Run for Fun 2016. A three-part race that happened last May started in Bacolod on May 14, followed by Iloilo the next weekend – May 24; finally getting to Metro Manila last May 29. More than 4,000 employees of Transcom coming from its 5 sites (Bacolod, Iloilo, Mandaluyong (EDSA), Pasig and ROHQ) participated in this grand event.

In initiating this run, Transcom aimed to engage employees and unite them in pursuit of a singular goal– in this case, being healthy. Transcom promotes healthy living and wellness among its employees, and this run was a great start for this campaign. Since Transcom puts much value in family, friends and family members of employees were welcomed to the event

Each participant was given a kit which included a race shirt, a race bib, sunshades, a sweat band, a string bag, a water jug, temporary tattoos, and of course the colored powders!

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Before the gun start, our dear sponsors and partners prepared tons of freebies as giveaways for the participants. Security Bank gave away free ice cream in scoops, an energy drink company gave-away free samples to help the runners stay refreshed. There were lots of biscuits, sweets and even some lozenges. Right before the run, Zumba sessions helped the participants warm up and stretch.

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Splashes of colors were everywhere – on the streets and on the runners. Getting all colored too were the members of the Philippine Volcanoes who joined the Manila Leg. Happy, sweaty and colored runners came back in less than an hour and enjoyed food and refreshments plus music from the invited DJ’s.

The race was categorized into a 3K and a 5K run. Winners of each leg received cash prizes worth:

  • 3K run

    • 1st Finisher – PHP 5,000H

    • 2nd Finisher – PHP 2,500

    • 3rd Finisher – PHP 1,500

  • 5K run

    • 1st Finisher – PHP 10,000

    • 2nd Finisher – PHP 7,000

    • 3rd Finisher – PHP 5,000

The prizes were not limited to the race winners. Transcom also hosted raffle draws wherein all participants had a chance to win gift certificates, hotel accommodations and gadgets!

Employees really enjoyed the run and had so much fun.  Happy smiles filled the venue and posts they uploaded on Social Media showed their unique perspective on the event.

(edited by: Ginnie Faustino-Galgana)

Author: Tanja Lohrmann

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Transcom Halle moves to new premises to meet growth and market demand

Transcom Germany’s second site in Halle was established in 2001 and after 14 years the office has relocated to another district in town. The new site is situated in a residential area in the Halle-Neustadt neighborhood, near the town center.

The entire contact center has moved to the top floor of a large furniture store, which has been modified to satisfy Transcom’s specific needs. The location of the new site, which is well-served by various forms of public transport, is highly appreciated by employees and makes the work of the HR department easier in their search for new talent.

The move also supports growth, because the new offices can accommodate work stations for over 600 employees. The availability of more space represents a big advantage, allowing Transcom to grow rapidly and improve its position on the German market. Offering numerous work stations from the outset, the Halle site represents the ideal way to quickly satisfy the needs of new or existing clients that want to start working with Transcom or extend the scope of their activities.

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Transcom Halle has 320 employees today, providing inbound, outbound and back office services on various projects for international clients, including customer assistance for a leading producer of satellite navigation systems. Over 60 agents work on this project, performing back office operations and providing first and second level technical assistance. One special feature of the project is the provision of assistance services via social media and, not least, the implementation of dedicated self-service solutions.

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In 2015, the Halle site launched a new B2B technical assistance service project for the Information Technology subsidiary of a major German retail group, in which operators provide support for department store sales staff in the event of technical problems with cash desk systems. The other clients served by the Halle site are in the telecommunications and financial services sectors.

The move in May 2015 to a new site with more space was needed to support growth and cater for market demand, with the ambition of growing together with our Clients.

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