My Transcom Experience

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Author: Javier Duran

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Successful talent management in Transcom Leon improves performance and quality

In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project “Stop & Go” at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.

After getting the UNE EN 15838 certification, we saw the need to take a step further in terms of our human capital. By using the selection standard defined in the UNE certification we reassessed our Senior Team Leaders, Team Leaders and Product Supervisors as these persons are key players when it comes to managing the contact center successfully.

Talent management program at Transcom

The “Stop & Go” project started in November with a personal interview with the immediate superior and workshop with the HR-team. Competencies were analyzed as objectively as possible, with all kinds of situations and aspects to be evaluated in each case, with a combination of attitudes, skills, knowledge, motivation and actual performance. This way we created an environment where the evaluated person was able to perceive his or her reality from a new perspective and understand that, under a different light, we can always find skills and competencies to develop and that will permit us to succeed.

In January and February, the second step of our program consisted in defining detailed action plans, together with the evaluated staff, in order to improve specific areas to further develop their tasks with the quality standard we have set.

Thanks to a full cooperation between Human Resources, Operations and Quality, we have achieved our first milestones for the project:

  • All employees to know in detail the purpose of their work
  • The key competencies needed to perform it
  • Key competencies that needs be developed through concrete actions

Talent Management in Transcom

Today, the entire structure helps us to perform better every day, because we all know our potential and are heading all our efforts to build winning teams every minute. We know our worth and know our areas of improvement, and that is something that with hard work and attitude makes us winners. Each member of the teams, meet the demands of their job and have unified criteria and objectives. We are certainly in the direct path to success in managing people.

These are some of the testimonials that the participants in the “Stop & Go” program have shared with us:

“The analysis and subsequent action plan has made me reconsider the situation of each agent, both professionally and personally”

 

“The analysis has given me a push to keep improving, both professionally and personally, get out of my comfort zone and boosting my potential at all levels.”

 

“This project has given me another view of my skills and personality that can help me to achieve more ambitious goals.”

 

“You get a glimpse of your work than you are not aware of, for better or for worse! :)

We are not only trying things make look good, or getting the predefined results… we want more, much more, we want to grow every day in quality, efficiency and, all together, facilitate the perfect setting, with all necessary means, in order that every professional has the possibility of developing the best version of him or herself in each of the key positions. We do not want to have good Team Leaders; we aim to develop the best Team Leader and we want to grow together in the same direction.

Author: Kadri Hein

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Grow with Transcom – Career stories from our employees in Estonia

At Transcom Estonia we recently celebrated our 13th birthday. During the festivities we congratulated our 15 employees who had worked with Transcom for more than ten years as well as another 40 people who has been with the company for at least five years.

A majority of our team leaders, product specialists, quality analysts and every second business manager and training & quality manager started as agents. The career path of our employees can evolve vertically as well horizontally, either way the journey is interesting and challenging and gives the opportunity to develop personally as well as professionally.

“Helina Kuljus, Business Manager and Juulia Jürgens, training & quality manager celebrating their graduation fromTallinn School of Economics, Quality and Environment Management (2 year professional higher education program earlier this spring.”

Helina Kuljus, Business Manager and Juulia Jürgens, training & quality manager at Transcom Estonia celebrating their graduation from Tallinn School of Economics, Quality and Environment Management.

Our business manager Helina Kuljus and training & quality manager Juulia Jürgens both started in junior support roles. Here are their career stories:

Your first job at Transcom and current position?

Helina: “I started as an inbound and back office agent five years ago and worked in different teams providing customer care for several clients.  I then advanced to product specialist, team leader and business manager.”

Juulia: “When I first joined Transcom eight years ago, I worked as an inbound agent. Then I stepped into the shoes of being a team leader and after five years I took on the responsibilities as a training & quality manager.”

How would you describe the opportunities at Transcom for young people who start out as agents or in junior support roles?

Helina: “Transcom is a good place to work at because it teaches you how to work.  For youngsters who are in the beginning of their career I would advise not to be afraid of contact center job standards as quality and efficiency targets. Being measured and given the opportunity to improve is a valuable experience for your future professional career as it gives ideas how to do things better.  

Juulia: For newcomers who have recently started working in Transcom, I recommend to be brave and not to give up because of bumps on the road. Keep in mind to provide excellent service and practice up-sale and take the chances to develop within the company.

What do you need to succeed at Transcom?

Helina: “If you want to advance your career you need to have good work results and communication skills.

Juulia: “The idea to apply for the team leader as well as the training & quality positions came from my colleagues.  The good examples of my TL and TQM motivated me to try new assignments; I wanted to prove myself that I can manage as good as my superiors.”

What do you like the most about a career at Transcom?

Helina“Having several positions in the company has provided  me with a greater understanding of our business. What I value the most are the people I have worked with, the experience that I have gained by handling difficult situations and the opportunity to use different languages. Seeing results, facing challenging situations and startups with new clients is what I enjoy the most and what motivates me. Continuous learning and gaining new experience keeps me going and it never ends, there is still much to learn. In our business there are a lot of changes, and you need to be open to them in order to move forward. “

Juulia: The best thing about my career path is that I know what it is like to be an agent and team leader and therefore understand the people who work in those positions today. The biggest motivation throughout my day are still and only all my colleagues around me. The most pleasant part of my job is to keep high level of quality to our clients and then to see the results as well as agents develop. 

Author: Jörgen Skoog

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Strengthening Transcom’s talent management approach

We are constantly striving for excellence in everything we do in order to exceed our clients’ expectations. In this context, we have been evaluating our ability to attract and retain the right people and the way we develop our talents.

Many of our employees have highlighted the need for bringing to light the great opportunities our company can offer. There are tons of examples of people who have developed great careers here at Transcom. In fact, over 85 percent of our managers are recruited internally. We showcased a few in our latest annual report, and there are many more role models standing in line to show the opportunities that exist here at Transcom.

Our HR team has been working on a global solution together with people from all functions in order to ensure that we identify talents and develop our employees, so they can take on more challenging tasks. This is key to our continued success. The solution will help us manage succession on all managerial levels as well as identify the talents we have so we can help them grow and develop. I am also convinced that a well-defined career path will increase motivation even more!

Transcom’s Talent Management also supports our vision of being recognized as a global leader in customer experience. I firmly believe that talented, passionate and innovative people are fundamental to delivering an outstanding customer experience. Effective tools and systems are becoming more important, but our true differentiators are our people!

The process looks like this:

Talent Management

As shown above, the Talent Management process runs in parallel with, and augments, Transcom’s annual performance management cycle. Our employees will also be involved in assessing their managers,  further strengthening the management skills in our business. Even though all employees are very satisfied (>87%) with their managers – as reported in the annual Voice of Employees – we know we can improve further.

I am convinced that our service excellence will benefit from the supporting processes we are now implementing. Stay tuned for news on our progress, including stories of how we develop our people across our global organization.

Jörgen Skoog, Global HR and Operations Director