My Transcom Experience

Posts with tag "Recruitment" RSS

Onboarding programs at Transcom Serbia: breakfast meeting with the Country Manager

It is a fact that a company is only as good as its ability to retain its employees, and phenomenal visions are irrelevant without phenomenal people, right? It is up to the management and HR team to carry this responsibility on their shoulders, e.g. through various onboarding programs.

When it comes to new hires, there is no time for a second impression; if a new employee feels bad, in discord with the values and mission of the company, if he/she comes across chaos and unstructured processes, it is unlikely that they will form a favorable view of their new business environment.

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Why is it important to constantly improve onboarding programs? The answer is quite straightforward, if we just look at the statistics and the latest research on this topic:

  • 91% employees remain in the company when the organization has an efficient onboarding process;
  • 69% of new employees remain in the company for at least 3 years when the organization has a well-structured onboarding program.

(Source Aberdeen Group)

Although many companies refer to human resources as their most important asset, many organizations continue to invest only minimal efforts on onboarding. Bearing all this in mind, guided by the vision that human resources are not only part of the business, but the main drivers of the entire business, Transcom Serbia has decided to take additional step in this direction. A few months ago, as Country Manager of Transcom Serbia, I started to organize breakfast meetings for new employees. All those who became part of the Transcom team in the last months have been invited to share their first impressions of their new job with me.

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In a friendly atmosphere, new colleagues presented themselves in a completely informal and authentic way, exchanging first impressions about their work environment. After their introduction, I briefed them about the birth and growth of Transcom in Serbia, providing an overview of the company’s history. I conveyed the mission and vision of the company, and stressed the need for strong teamwork and team spirit as a key requirement for companies and individuals to succeed.

We can have the best strategy, but if we do not get feedback from the people who work with us, and have a will to improve things based on this, it is impossible for any strategy to take off.

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: Victor Fredriksson

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Transcom Umeå is teeming with energy!

During the recent months, Transcom Umeå has been teeming with energy! As autumn slowly turns into winter, a burst of activity can be seen and felt on all floors of Tullkammaren, the historical building which constitutes the premises of Transcom Umeå . The sole reason for this upheaval is a sudden and welcome addition to our workforce.

To give some context – due to the current situation with high inbound call-volumes, the site has been going through an intense recruitment-phase. Since September this year we have been able to welcome more than 80 new employees to our site – meaning that Transcom Umeå has grown by 25% since July. Preparing for a recruitment as big as this one demands much engagement in terms of education and coordination, but also in terms of support from our experienced agents on site. An important part of these preparations has been to establish a welcoming atmosphere across all teams, encouraging experienced agents to engage themselves in mentoring our new adepts.

Johan Andersson – Customer Service Agent since half-a-year – suddenly finds himself in a situation where he’s not the greenhorn anymore:

“Having all these new people around you makes you realize how much you have grown, as well as getting to grips with the amount of knowledge you’ve acquired by working with customers over the course of a year. Being able to share your knowledge with the new employees is an instantly rewarding experience.”

Having the privilege to add this number of new employees to your organization is like opening up a window, letting in a gust of fresh air. Better still, we’re not settled even at this point – the windows open again as soon as January 2015.

Author: Sebastian Norling Rauhala

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Making a career at Transcom

As mentioned in earlier posts, Transcom is one of the largest employers in Karlskoga, Sweden and often one of the first work experiences for many young adults there. It’s a nervous and, at the same time, anticipative feeling when you swipe your keycard at the front door, go through the hallway and enter the site. And then your journey at Transcom can take any direction, depending on what you want and what you contribute to the company and its clients.

A perfect example is my colleague Linda Jansson. She started as a retail support agent for one of our clients, a major telco in Sweden. Later on, she advanced to become head of quality assurance for the sound files recorded by our client’s telemarketing salespeople. Noticing her teaching skills, our business manager soon appointed her as trainer, both for our new employees and our regular agents, on how we give the best support to our client’s retailers. Now, what could possibly be the next step for Linda in her aspiring career at Transcom? That would probably be when the Swedish management team voted for her as one of Transcom’s value ambassadors.

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As you can see, the career opportunities at Transcom are many and varied. Take the chance whenever it appears or create it yourself. Linda will also contribute with her story in future blog entries, so stay tuned.

Author: Martijn Steenbergen

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Cooperative recruitment event with Transcom and Unique

On Monday the 3rd of August, Transcom Netherlands and Unique attended a business fair. Unique is our inhouse recruitment agency. Together with them we organized an information event for new students in Groningen. Every new academic year, there is a week full of activities for new students to get to know Groningen. This is a perfect time to promote Transcom, the work we do and to recruit new potentials.

To make it even more attractive, we arranged a competition. Every new student who signed in also joined the competition. Three of them had the chance to win an Ipad. This was a great success because a lot people were searching for an interesting job and left their personal data.

A few weeks later, we were able to announce the winners and made them happy with a new Ipad. We now have a lot of potential new colleagues to fill open positions for several clients!

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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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