My Transcom Experience

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Author: Stefan Pettersson

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Stepping up your career

There are a multitude of ways to challenge yourself as a Transcom employee, and the career paths are plentiful. But one of Transcom’s real success factors is the fun it offers its staff in the workplace.

Every job at Transcom is important. But there is one person that gets closer to the customer than anyone else – the agent.

“Ninety percent of our staff are agents and Transcom would be nothing without them,” says Cecilia Forzelius, HR director for Transcom Northern Europe. “Not only does a Transcom agent work with customer service, he or she also works in a team and deals with different kinds of customer support, services and sales.”

Every new agent receives training according to the services that he or she will carry out, including product knowledge, system training, communication, and how to handle various customer contact channels such as social media. Depending on how difficult the job is, the training period can last from anything from one to five weeks. The next step on the Transcom career ladder is to become a product specialist, and after that to work either as a quality and time management specialist, or a team leader. There is also the possibility to coach new staff.

Transcom recruits 90 percent of its team leaders internally. “If you are dedicated, committed and provide good quality services, you will always have promotion opportunities. An agent can become a  team leader, a business manager or contact center manager,” Rosana Garcia, global HR director at Transcom WorldWide, explains.

Rosana Garcia, global HR Director at Transcom

Rosana Garcia, global HR Director at Transcom

Rosana Garcia started her own Transcom career as an HR-manager for the contact center in Barcelona. Today she is global HR director. As Transcom focuses on weekly and monthly goals for the majority of its employees, one of the most important tasks for team-leaders is to coach agents on how to improve their performance on a weekly basis. Explicit goals are a part of Transcom’s strategy since it makes it easier to link everyday work with goals such as customer satisfaction and other key performance indicators.

To motivate staff even more, every Transcom office also offers motivational activities, such as competitions and games. “Transcom believes that motivational activities are key to the work environment. You should take your work seriously, but it is just as important that you have fun at your workplace,” says Rosana Garcia.

To be considered for a promotion, Rosana Garcia suggests embracing Transcom’s core values: passion, excellence and innovation. “Be customer experience-oriented and always strive to be excellent in what you are doing,” she says. “It is important to remember that competencies and capabilities are just as important as experience.”

Cecilia Forzelius has additional advice. “Work hard and deliver from where you are at. With our weekly coaching sessions, it is easy to discover talent and high performers,” she says. “Attitude, ambition and a willingness to learn are equally important. Be clear about your goals, both personally and professionally. Let your leader and coworkers know that you want to take on larger responsibilities, and that you want to advance professionally.”

There are many ways to develop as a Transcom employee, whether you want to advance professionally and/or personally. One option, for example, could be to go and work in one of the other Transcom offices in Europe. “If you are a Swedish-speaking agent, for example, you can work in the Transcom office in Riga since they are in need of employees who speak Scandinavian languages,” Cecilia Forzelius says.

Article originally published in the Hello Transcom magazine. Text: Linda Nyström. Photo: Petter Cohen

Author: Jonas Collantes

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How I learned to face my fears through Transcom

TranscomStories_2048PXx2048PX (1)German Dean Jr., 25 years old, shares the tale of his bittersweet journey as a BPO professional. He joined Transcom in November 2015 as a Customer Sales Representative.  His passion and dedication led him to being promoted to Quality Assurance Specialist in July this year.

Words by German Dean Jr.

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When I started working in Transcom, fear and doubt were two things that plagued my mind. I was afraid to disappoint the people who believed in me and I had a few doubts such as “Am I in the right place?” and “Do I have what it takes to survive?”

The first time I wore my headset was truly an unforgettable experience. Being an industry newbie, I was so excited to take calls, but when my first day at work finally came, I stuttered as I took calls. After that day, part of me wanted to quit because I didn’t know if I still had the courage to show up, but I told myself, “No one was able to walk on the day they were born.” So the next day, I picked myself up and said, “Fight!”

That was the bittersweet story of how my Transcom journey started. My life here keeps reminding me of the song “Remember the Name” by Fort Minor:

This is ten percent luck

Twenty percent skill

Fifteen percent concentrated power of will

Five percent pleasure

Fifty percent pain

And a hundred percent reason to remember the name

Ten percent luck

I woke up one day and decided to venture into the BPO industry. I printed out 30 copies of my curriculum vitae and sent online applications. In the two succeeding days, all I received were negative news, until I got a call saying that I was one of the shortlisted candidates for a call center post. During the interview, I was scared of the possibility that I might not get hired because I did not have any BPO experience and I was an undergraduate. Well, as of the moment, here I am writing this article. If that was luck then yes, I am lucky. I was truly lucky enough to be hired and assigned to Transcom.

Twenty percent skill

Since I have a technical background, I have a wide understanding of how to handle customers over the phone before suggesting to check their gadgets. It is usual for me to answer calls, probe, and eventually resolve an issue. The English-speaking requirement was also covered because my brother and I would usually speak the same language at home whenever we wanted to keep our conversation between us two. So technically, when it comes to skills, mine aren’t that perfect, but I have one silver bullet in my arsenal, and that is my ability to adapt to change.

Fifteen percent concentrated power of will

When I focus my energy into something, I make sure that I will dedicate myself to it, learn all the secrets, master the trade, live with it, and breathe with it. I believe one does not need to become the best but, he needs to be consistent on development and performance.

Five percent pleasure

I feel good each time my superior commends me for a job well done and for every extra mile that I offer to help the team. I like the feeling when people see me as I bleed, weep, and sweat as I run towards my goal. There is nothing like the feeling of being appreciated for simple things.

Fifty percent pain

I’m clever enough to know that not everyone will agree with me. Some people even find it funny when they hear my goals. Negative energy exists everywhere, and if only I let those get to me, I would have felt demotivated all this time. Instead, I take criticisms in stride and use them as my motivation to keep getting better at what I do.

My goal: to wake up stronger than my fears, and I did it! I am grateful to my team and to Transcom in general, as the company was instrumental in transforming me from being weak and driven by my fears, to being strong and motivated by my goals. I also owe just as much to the people who gave me a chance to prove myself and the opportunity to step up on a short period of time.

Everything only used to be a dream, but now, the continuous development of my professional and personal life alike has turned into reality through Transcom.

Author: Jonas Collantes

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A mall-based Recruitment Hub is born!

Have you ever imagined yourself walking out of a mall with a brand new career?

No, right?

Yes, leaving the mall with brand new clothes, shoes, or even a full stomach sounds good, but is it even better walking out of the mall knowing your unemployed and searching-for-a-career days are over?

I think the latter is much more fulfilling. No questions asked.

Well, Transcom definitely pushes things to the next level because last July 6, we launched a new mall-based Recruitment Hub. Living up to Transcom’s core values – Passion, Excellence, and Innovation – the brand new Recruitment Hub, located at Robinsons Galleria Mall, is open to all applicants.

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Transcom came up with the idea of having a Recruitment Hub inside a commercial mall in order to offer a truly convenient way for all job seekers looking to have a better career in the BPO industry.

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Providing quality recruitment services to all applicants, the newly opened Recruitment Hub offers a feel-at-home environment with its warm atmosphere and spacious applicant area. Just a small gesture from Transcom to help nervous applicants to feel at ease and stay relaxed so they can do their best during their interviews.

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Transcom also tries to make the recruitment experience fun by conducting games and giving away premium items.

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Clearly, Transcom went all-out in terms of trying to provide a quality recruitment experience to all its applicants. Showcasing and sharing the true #TranscomHappy experience and giving them a taste of what to look out for once they join the Transcom Family.

Sourcing and Recruitment Team with Cesar (Transcom's Mascot)

Sourcing and Recruitment Team with Cesar (Transcom’s Mascot)

You can find Transcom’s new Recruitment Hub at Basement 1, Robinsons Galleria – beside the NBI Satellite Office. It welcomes walk-in applicants interested to explore positions as Customer Service Representative and Technical Support Representative. You can also apply by clicking this link.

See you there!

Author: Tanja Lohrmann

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A cross-country coaching project raises the level of customer satisfaction reported in multilingual contact centers

Transcom is a multinational company with a major global presence and offices in 21 countries on five continents. We offer customer care, sales and technical assistance services in 33 languages.  In Europe, we have several specialist multilingual hubs, including in Budapest, Gdansk, Olsztyn, Belgrade and Riga. Each and every day, our highly qualified customer experience professionals make every effort to create the best possible contact experience for users of every nationality. But to put customers at ease and make them feel that they are fully understood, language fluency is not enough on its own.

It is equally essential to be empathetic and able to interact using the most appropriate idioms and the most effective interpersonal approach, which depends exclusively on the cultural background in each individual country. To develop this knowledge and these skills, we can draw on Transcom’s extensive global presence. We have therefore organized cross-country coaching sessions, inviting expert native speakers to teach multilingual hub teams about the cultural peculiarities of the countries in which users live, in such a way that their contact experience is an even more enjoyable one.

Last summer, for example, we organized a collaboration project between the Rostock (Germany) and Riga (Latvia) sites to help the Riga team improve the level of customer satisfaction. The contact center in Riga provides customer care services in many languages, including German, for an important European bank. The German team in Riga has excellent language skills, but despite this, the customer satisfaction levels measured did not fully meet the standards set by the client. Transcom implemented a fast and effective solution: it was decided to send an expert team leader who is a native German speaker from Rostock to Riga to work alongside the German language team.

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Sascha is the German team leader who flew to Riga to coach the Latvian team

An in-depth quality analysis was performed by listening to calls, revealing some areas for improvement in terms of the language conventions used by various operators during conversations with German customers.

The German team leader worked in close contact with his Latvian colleagues to fill these gaps. He trained the agents involved during special classroom workshops and worked alongside them one by one during calls. At the end of the coaching sessions, a list of “dos and don’ts” when dealing with German customers was prepared and shared with the entire team. As a result of the coaching activities, the Latvian team gained greater sensitivity and awareness about certain cultural peculiarities typical of customers with a German background, e.g. finding the right balance between expressions of courtesy and active listening signals. The reasons for the call are now clearly summarized at the outset to avoid misunderstandings. In addition, effective phrases and formulations have been developed to manage more complex interactions that might evolve into an escalation.

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The team leaders (on the left) and some of the operators who took part in the Riga coaching project

The collaboration between the Rostock and Riga sites will continue in the future. This brief cross-country coaching project has already brought huge benefits to all the subjects involved, and first and foremost to our customers. We work incessantly to improve our services and the customer experience we offer. Our huge global network of contact centers allows us to share knowledge and experiences that help our clients improve their business results.

Author: Alina Andriatyte

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Work and studies – mission impossible? Definitely not!

Every year, the Transcom Lithuania team engages in an interesting, informative and usually highly entertaining talent search. This spring was no exception – we searched for talents in the Career days of the 7 biggest universities in Vilnius and Kaunas, where we had an opportunity to chat with nearly 600 students.

It isn’t surprising at all that one of the most important things for students is the ability to manage both their studies and work. Many believed that this was a mission impossible and therefore were surprised and happy to see that at Transcom, that’s not an issue at all. Our current employees, who are students themselves, joined our HR team at the event to share their experiences of how easy it actually is to combine studies with working at Transcom. Their enthusiasm, real-life stories and fun facts prove that not only is Transcom a friendly and informal organization, but it also makes a lot of effort to be as flexible as possible and allow students to combine work with studies.

It gets better – our chats with students not only proved that working and studying is not impossible, but it also showed that the first job doesn’t have to be a temp job. Over 80% of our managers have been promoted internally and most of them started working while studying!

All in all, this spring’s talent search was very fruitful – not only did we manage to debunk a couple of myths regarding work and studies, but some of the new talents we spoke to have already joined our team. So is working while studying a mission impossible? At Transcom it’s definitely not!

LT-Career days 2016

 

Author: Tanja Lohrmann

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Transcom Germany uses behavioral analysis tool to optimize recruiting

Every year, Transcom hires thousands of new people on whom our business results depend. People truly make all the difference in our business. To identify the best talents for our projects, we are open and like to use innovative ways to meet our goals.

Innovation is one of the three core values which guide us as a company and which influence how we behave. As a pioneer among the global Transcom Group, Transcom Germany uses an innovative new tool in the area of recruiting and people development. The personality test is based on the DISC behavioral style analysis. It can be useful in any situation where it is important to perceive individual differences of people and people’s behavior.

The first step in using the tool for the recruiting and selection process is to create a personality target profile of the perfect employee to work at Transcom. We called on our best employees to fill in a DISC personality questionnaire based on behavioral self description in specific situations. Afterwards, an individual profile on the basis of assuming four main styles of behavior being Dominance, Initiative, Steadiness and Compliance, was created.

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Those profiles help to highlight the employees’ strengths. The results and insights we gained through our best employees are used to create a personality target profile which symbolizes the ideal employee at Transcom. The personality target profile will be used as reference in future interviews and assessment centers to support hiring decisions. This new tool supports us in easily identifying those talents with the right attitudes for working at Transcom. Thus, we hire the right people and develop them into true Customer Experience specialists.