My Transcom Experience

Posts with tag "people development" RSS

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.

DISC_engl

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.

Author: Johan Eriksson

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What sets Transcom apart from the competition?

I and many of my colleagues get asked this question a lot. Of course, we think we have a pretty good idea. The funny thing is, though, that we rarely ask our clients, employees or competitors the same question. But recently we did just that. Or, to be more precise, we asked an external party to do it for us. I’m happy to say that the results indicate that Transcom’s position is very strong in terms of the most fundamental thing we need to do, i.e. to consistently deliver high-quality services to our clients and their customers. In fact, this was exactly the characteristic that respondents highlighted the most. Among buyers as well as competitors, Transcom was widely perceived as a high-quality vendor, rated above peer average. In addition to this, our flexibility in terms of meeting ever-changing client requirements and our strong local market knowledge were cited as key differentiators for Transcom in the marketplace.

If you asked me, I would probably tell you about all these things as being important differentiating factors. But if I had to mention only one thing that makes us different, it would have to be our people. They are truly at the core of our strengths, and I am reminded of this fact every single day. I also get confirmation by the great feedback we receive through our annual employee survey, both in terms of praise and suggestions for making Transcom an even better place to work.

I realize that you might now accuse me of throwing clichés around, since many CEOs routinely boast about their people making all the difference. But I honestly don’t think I’m making an overstatement. Every year, we hire thousands of new people on whom our business results depend. During a typical month, our customer experience specialists handle approximately thirty million interactions with our clients’ customers in over thirty languages. Every hour of every day, we rely on knowledgeable, motivated people to deliver great customer experiences, in any customer situation and via any channel.

So if Transcom is better than the competition, it is thanks to our outstanding people. In the Hello Transcom magazine, you will meet some of them.

Johan Eriksson, President & CEO

Author: Stefan Pettersson

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Siva Subramaniam on Transcom and its people

Siva Subramaniam, General Manager of Transcom’s English-speaking markets & APAC region, was featured in the May 2016 issue of The CEO Magazine.

“As Siva Subramanian explains, Transcom is world-leading in customer experience, so it’s no surprise that it puts people first; be they clients or employees.”

In the article, Siva describes some of the programs and incentives that Transcom offers its employees.

“You cannot stop them being poached,” Siva explains, “but we take care of our employees, and if we lose them to competition, then shame on us! We focus a lot on our employees and, in fact, 90 per cent of my time is spent making sure my employees are happy. The thought process is that if they are happy, they are going to make the customers, the clients, and the shareholders happy.”

The article is available for download here.

Meet Bashir Ishak – Team Leader in Borås

Bashir is one of our many great team leaders at Transcom Borås, Sweden. He joined Transcom 7 years ago  and has gained a lot of experience since then. We would like to give a special thanks to Bashir for doing such a good job every day!

Bashir Isak

What does it mean to be a Team Leader?

“Being a Team Leader gives you a lot of responsibility. As a Team Leader you must be a good leader and a skilled mediator at the same time. In many ways you set the standard in your team; both when it comes to performance, work ethics and attitude. The way I act reflects on my team and the company at large.”

So what do you do, more specifically?

“I do a lot of work both on a group and an individual level. At a group level I try to create a good atmosphere and team spirit in the group. I also have daily coaching sessions with my team members at an individual level. As we focus a lot on monthly and weekly goals, one of my most important tasks is to coach the agents on how to improve their performance.”

What is the best thing about working at Transcom?

“The best thing is having the honour of working with such great colleagues every day, working together to reach the best results possible. Having the opportunity to coach my team members to a better performance and following their development. Being a part of a big company that supports and pushes you to perform your best month after month.“

 

My Career Story – From customer service agent to teamleader in less than 18 months in a new country

My name is Morten Halkjaer and I am 25 years old. In February 2014, I moved from Denmark to Riga to work for Transcom Worldwide Latvia.

Last winter, I saw a job ad about working with customer service for  an international media company in Riga and I was at a point in my life where I had to choose if I wanted to pursue my career or experience the world. I chose the last option, but I didn’t expect that I would find both here in Latvia.

I had the phone interview on a Thursday and four days later, I was on a plane to Riga at 5.40 in the morning.  When I arrived, I was picked up at the airport by my teamleader-to-be, Anna. She was super sweet, and she had a taxi waiting for us outside the airport, which took us to the hotel where I would stay. Transcom had made sure that the hotel was paid for the first month I was in Latvia, which was awesome. Afterwards, Anna took me to see the actual office, where I would be working.

The following week was spent on trainings with our trainer Madlena. She made sure we were ready to take calls when the time came. I remember how eager I was to take my first call. I just couldn’t wait. I had never worked with customer service on the phone before, but I had sales experience, which has proved to help me a lot. The first call I took, was a customer asking which devices that supported our clients services. It was super fun to talk to him! I could have a conversation with him, just as I would with a friend. Our client wants to have the best customer service in the world, therefore they don’t have scripts. You can talk to customers in a casual and natural way, which I still find really amazing. After my first call everyone at the office started clapping. It was a very inspiring experience. It really showed how great the connection between the employees is, and it has only become even stronger with time.

In April, my teamleader was leaving the company. I was still feeling green, but she encouraged me to apply for her position. I applied, mostly to see how the process worked, since I thought that agents that had more experience would get the position. That was not the case. Transcom saw potential in me and I became a teamleader.

Transcom is an outstanding company, who really cares about its employees’ personal development. During my time here, I have acquired many new skills such as; positive positioning and presentation skills while I was an agent. As a teamleader I have learned coaching, time management and Latvian labor law.

I have a lot of free space to do things my way, which allows me to grow and unfold. Transcom also challenges you to become better, and to develop your skills by assigning additional tasks to you.

Currently I am working on a new project for new employees from Scandinavia, like myself. It will help them with the transition when our new hires arrive here in Latvia. It is really interesting to have a project like this, where I have to keep in touch with many different people and follow up on the tasks I have assigned them. I love being able to contribute to Transcom’s way of working, and I see it as a large responsibility, where I learn how a business manager works, which hopefully would be the next step for me.

I came to Riga, fell in love with Riga and Transcom, and now I have been here for 1.5 years without any plans about leaving!

Author: Siva Subramaniam

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Transcom Cares helps an employee fulfill her dream of finishing college

March is a special month for students in the Philippines since it is that time of the year when colleges and universities would hold their commencement exercises to honor those who have earned their degrees. One such graduate for batch 2015 is a Transcom employee who finished her education through cash advances from the Transcom Cares fund.

Jean Rose Paver has been with the company for three years. In order to make ends meet, she attends college during the day and works at our Bacolod site at night to support herself through school. This has been her practice even before she joined the company.

On March 22, Jean graduated with a degree in BSBA-Major in Financial Management from the West Negros University. She is faithfully repaying her advance on a monthly basis to Transcom Cares. Jean Rose Paver is sure to inspire more people to care and help one another.

She is pictured below with her proud mother and grandmother during the graduation ceremony.

Employee to college