My Transcom Experience

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Author: Michael Weinreich

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My first day at Transcom

Reflections about People, Passion and Performance

Today is officially my first day at Transcom and I am proud and happy to be joining the team! I am always curious and since I could not wait to get started, I really enjoyed the opportunity to visit a number of Transcom offices in the last couple of weeks.

Meeting new colleagues and visiting different Transcom locations has been an amazing experience, and I would like to share some of the things I have learned thus far.

People

I have met inspiring Transcom people in Stockholm, Amsterdam, Groningen, Madrid, Milan and Denver. And I plan to visit many more Transcom locations in the coming months. It has been great to get to know the Transcom team and experience the positive energy and the constructive mindset.

I am impressed by my predecessor Johan Eriksson’s dedication to Transcom and his support to ensure a smooth transition of leadership to me. Likewise, Ulrik Englund has handled the transition of the CFO role very effectively. One of my first meetings at Transcom was the recruitment interview with our new CFO Leif Mårtensson, and I am happy that we could convince him to join the Transcom team.

This post would have been much longer if I had named each and everyone I have met during the last couple of weeks, but please be assured that I left our meetings even more motivated than I was going into them. Thanks to all of you!

Passion

To me, passion is one of the most important values in business as well as in private life. I am happy to say that I have already met many passionate advocates for global clients, innovation and best-in-class services in our Transcom team.

I’ve been thrilled to meet so many people who are truly passionate about Transcom and our industry. The high level of positive energy that people display towards Transcom and the possibilities in our industry really motivates me. It’s very important to me to create an environment in which each and everyone at Transcom is able to experience this passion and be able to contribute personally in a passionate way.

Performance

Hiring and retaining the best people, who are passionate about their work and creating value for clients, is the best foundation for top performance.

We need to perform at the highest level in order to serve our clients better than anybody else in the industry, and enable our clients to deliver the best possible service to their customers and clients. Only then do we deserve to be awarded with new business, allowing us to grow and finance the development of even better solutions for our clients. This is critical in order to remain competitive and relevant in a fast-changing marketplace.

Top performance requires hard work and doing things right. But doing the right things is just as important as doing things right. Continuously driving efficiency improvements is necessary, but innovation and growth are just as important to our continued success.

Thanks again for the warm welcome to Transcom!

Michael Weinreich, President & CEO

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: Sanjin Korac

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Handmade Day: we cultivate what we’re passionate about!

In February, Transcom Pula organized a “Handmade Day; offering some of our staff the possibility of showcasing what they personally have a passion for, over and above the enthusiasm they invest in their everyday work.

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The Handmade Day was created as a company integration project, designed to bring people together who, during the day, are focused on their own work and risk sometimes losing sight of the bigger picture around them, which is made up of many different people with different interests, passions and skills, some of which you’d never have expected them to have. The “Handmade Day” event turned the meeting room into a showroom where our staff could get together and admire the creativity of the people they work side-by-side with every day.
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20 employees presented their creations and there was a surprising variety on show: from knitwear to natural soap, from vinyl record clocks to creams, magnets, jam, paintings, jewelry and a whole host of artistic creations ranging from the abstract to the traditional. We were pleased to discover that our co-workers put a lot of passion into everything they do, not only when they are managing customers on the phone, but also in their free time. This initiative encouraged interaction and an exchange of ideas, as well as sparking new collaborations between all the participants. But most importantly, it helped some of our co-workers overcome their shyness and proudly show off their talent.
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While almost everyone initially visited the showroom out of a sense of curiosity, it is to the credit of our “artisans” that many of them left with a souvenir or an ornament to wear or to show off at home. “Buyers” donated what they liked for their “purchases” and the symbolic amount raised was donated to the humanitarian association “Nas san njihov osmijeh” (“Our dream, their smile”, a group of volunteers offering support to the needy through fund raising events, lotteries, concerts and humanitarian initiatives).
Handmade Day turned out to be a great success, and as it was greatly appreciated by everyone we will certainly be organizing other events in the future. Like it? If you liked the event and want to be informed about future initiatives, follow our Facebook page!
Author: Anna Meijere

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Transcom reaches High Performance Benchmark on “Client Satisfaction with Customer Experience management”

Transcom regularly measures Client Satisfaction through online surveys. These surveys are based on COPC (Customer Operations Performance Center) principles, and quantify satisfaction across multiple entities and also give a total score for a client. Client representatives are asked to evaluate overall satisfaction and satisfaction with specific attributes. All managers in the client organization who have business-related contacts with Transcom are invited to participate.

For one of our telecom clients that I work with, I am happy to say that Transcom exceeded the target of 80% Top 2 Boxes (very satisfied and satisfied respondents, COPC High Performance Benchmark) for Customer Experience management. We track our average score in order to follow performance trends over time, and I am very proud with our positive development and the client satisfaction result achieved.

Improving performance in terms of Customer Experience management has both tangible and intangible benefits for Transcom, as our vision is to be recognized as a global leader in customer experience. This is why we strive to continuously improve. Each team develops action plans that are shared with the client in order to ensure full transparency regarding intended actions and to manage expectations for the future.

Author: Linnea Forslund

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Passion

My name is Linnea and I’m the value ambassador in Sweden for Passion, one of Transcom’s core values. I work at Transcom Stockholm as a product supervisor and trainer. Passion is what keeps me going and it’s a big part of my work. When you are committed and dedicated to your job, and I love my job – then passion comes naturally. To bring out the same feeling in my colleagues and those who work around me, my secret is to talk and have a good communication and to get everyone to be involved.

For me it doesn’t matter if you work as an agent, trainer, team leader or business manager – we all work together to give our clients’ customers the outstanding experiences they deserve. I like to always try new ways to connect with customers and to set goals that drive the support forward.

One of the things that motivates people the most is the feeling that they keep growing and progressing, both in regards to knowledge and personal development. If I manage to nurture that feeling in our new agents and keep it going, especially during those critical first weeks with the company, then Passion will keep us going forward!

Take your Passion and make it happen!

passion

Author: Annica Strahner

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Transcom Sweden proudly presents our value ambassadors for 2014

Transcom’s values Passion, Excellence and Innovation are a part of our everyday work.

In Sweden, we recently encouraged all our employees to nominate themselves or one of their colleagues to be Value Ambassadors for 2014. In the nomination, they should motivate why this person exemplified for example Innovation and used this value to contribute to a better customer experience.

We received more than 30 nominations and it was almost a mission impossible for the Swedish management team to vote for one winner representing each value. After a long round of discussions and voting, we finally agreed on three winners and we proudly present our value ambassadors for 2014:

Transcom Sweden's Value Ambassadors for 2014 (from the left): Linnea Forslund, Desale Temesghen and Linda Jansson.

Transcom Sweden’s Value Ambassadors for 2014 (from the left): Linnea Forslund, Desale Temesghen and Linda Jansson.

  • Passion: Linnea Forslund, Product Supervisor and Trainer, Transcom Stockholm

Motivation: Linnea’s energy fuels the whole team and she always makes sure that each individual makes progress. Linnea is committed, and solution focused and always strives for providing a great customer experience.

  • Excellence: Desale Temesghen, Team Leader, Transcom Borås

Motivation: Desale’s motto is to make sure that we at Transcom always deliver outstanding customer experience in every customer interaction. He puts in a lot of energy to motivate his colleagues and everybody on his team always goes the extra mile to achieve excellence.

  • Innovation: Linda Jansson, CSR,  Transcom Karlskoga

Motivation: Linda is 100% committed to every task she takes on. She is a key asset in our quality assurance process and has done a tremendous job for one of our clients by securing their sound files.

Our ambassadors will participate in a video and explain how they work with Transcom’s values today. They will also be invited to share their knowledge in our training sessions with agents and team leaders. Linnea, Desale and Linda will also publish a blog post and share their expertise with our blog readers.