My Transcom Experience

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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.“

 

How Transcom Netherlands uses role play to embrace good leadership

Within Transcom Netherlands there’s strong focus on personal development for our team leaders. As mentioned by Manuel Alcaide in a previous blog post:
“middle managers’ leadership can make the difference between success and failure of services and projects”.

Therefore we started with the first ‘Team leader Development Plan’ (TOP) half a year ago.

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TOP consists of four training sessions on topics such as: Transparent Management, Feedback, Coaching and Time Management.  The intention of the training is: How can I apply the theory in my role as a team leader?

Theory is practiced through role plays. To make it more realistic we have invited an actress to simulate difficult situations that can occur daily.

Coaching is another successful method that has been used between several training sessions. The aim of the coaching is to help the team leaders actually apply the theory in practice. For example, we looked at: Which part of the theory can be applied within your team? And more importantly, how?

Because of the positive response, we’ve decided to continue with our TOP-project. Each month we will start with a new group. Fourteen candidates have already been enlisted.

Collage Transcom Netherlands Team Leader Development (TOP)

 

Author: Fidel Rodríguez

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Listening workshops at Transcom San Fernando improve customer experience

Inspired by the quote “We have two ears and one mouth so that we can listen twice as much as we speak, Transcom San Fernando decided to organize “Listening workshops” for our agents.

The main purpose with our workshops was to create a training process whereby the team could learn – in a positive and dynamic way – about the mistakes that were made, and how to do better next time. Investing time and effort in this kind of training will result in an improvement in our agents’ performance, as well as in the quality of calls, which will have a positive impact on the overall customer experience we deliver.

The workshop was split in two different types of sessions:

  1. Individual monitoring: The team leader joins each member of his team to listen and evaluate the calls attended by the agent. It allows a positive and constructive self-criticism and a moment of reflection about the mistakes made during the call.
  2. Team monitoring: A group of agents and their team leader, a senior, team leader and a Product Specialist, gather around a call that exemplifies all the most common service deficiencies, analyze them together and learn from each other’s experience.

Listening Workshop

Each team leader then has a constructive “Listening workshop” with her or his team. This way, the team has a specific time to work on quality, which results in agents getting a better understanding of the importance of a good call and the impact it has on our customers’ overall service experience.

During 2014, we will award the agents and teams with the best quality rates on a monthly basis, with a poster with their photos, rewarding not only the achievement of sales goals, but also the featured agents’ skills.

“Out of the Box Day” empowers team leaders at Transcom Ribeirao

Team leaders truly play a key role in our organization. They are the ones that have the shortest path to our agents’ minds and hearts. We know that many times, no matter how much agents like communicating, receiving commissions and working for Transcom, it’s their commitment to their team leader that makes them go the extra mile.

But the need to motivate team leaders is often forgotten; letting them know that we acknowledge their importance and value their work often “makes the difference”.

At Transcom Ribeirao, we recently had a brainstorming workshop that involved team leaders, business managers, product specialists, business support, HR, IT and the contact center manager. Our ambition with this activity was to empower team leaders in their role.

The workshop was held in a nice and relaxing place outside of our office. The aim with the day was to share the team leader’s challenges and find solutions how to improve team management and, consequently, financial results.

Out of the box day in Transcom Ribeirao

We had predefined several fundamental skills for the role:

  1. How to plan and organize
  2. Take responsibility for the team and its results
  3. Develop agents skills
  4. Determine needed activities to reach goals
  5. Motivate, inspire and support
  6. Identify and create solutions to defeat agents difficulties
  7. Monitoring
  8. Inform and clarify
  9. Correct deviations; make changes and readjust plans
  10. Recognizer
  11. Reward
  12. Manage conflicts
  13. Take decisions

Those themes led us through a day full of reflections, creativity, relaxing activities and open minded discussions.

During the day the agents recorded a video for their team leader, highlighting the person’s strengths. We summarized our “Out of the box day “by forming the motto “The Team is Mine”!

Out of the Box day