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Author: Tanja Lohrmann

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Transcom Germany’s City Cycling team shows ambition and health consciousness

 

“City Cycling” (“STADTRADELN”) is a European initiative from the Climate Alliance. Members of the Climate Alliance support the reduction of CO2 emissions and stand up for climate protection. This year almost 300 local authorities in Germany will take part in the initiative. The aim of this promotional event is to draw local politics’ attention to cycling infrastructure and to promote public cycling as a sustainable alternative to motorized mobility in general. You need to remember that around one fifth of the carbon dioxide emissions in Germany are traffic related. Over 80 teams actively participated in “City Cycling 2015” in Rostock.

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As we at Transcom Rostock have many passionate employees taking the bicycle to work every day we did not hesitate to register the “One Transcom” team for the City Cycling project. Over the three-week campaign period more and more dedicated and passionate employees joined our team by registering, counting their personal kilometers e.g. going to work or cycling in their spare time and filling in their daily or weekly results online or using a special App. There is a local community ranking as well as a team ranking comparing the teams in Rostock.

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After three weeks the results were announced: Our ambitious employees cycled a total of over 3100 km! That’s the same distance as cycling from Rostock in Germany to Gibraltar in Spain.

The “City Cycling” initiative was a good opportunity to drive environmental awareness and health consciousness at Transcom, as well as promoting team spirit and keeping us active and healthy! It was fun being part of our dedicated team, encouraging each other and eagerly tracking the ranking with excitement every day. The employees’ team performance brought us place 26 out of 80 teams in Rostock! The employees’ involvement promoting the “One Transcom” thought and their great cycling performance were rewarded with little gifts and bicycle accessories.

We are already looking forward to “City Cycling 2016″ to get even more of our employees involved and active.

A cooking course in Transcom Italy inspires teamwork

During the autumn of 2014 Transcom Italy organized a special training course for their top executives and managers. Their task was to:

  • Cook a full meal to share and enjoy together
  • Prepare a rich cocktail buffet for their Business Support Team colleagues and the Regional General Manager Roberto Boggio

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The two-day cooking course, “Made in Transcom”, forms part of a wider-ranging training program organized throughout 2014, in order to develop leadership skills and promote effective teamwork among the people in Transcom Italy who are responsible for managing processes and delivering business results.

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The Cooking Day had some very specific purposes:

  1. Draw attention to individual as well as the team’s strengths and identify areas for improvement
  2. To develop the fundamental aspects of group work and effective communication
  3. To stimulate attention to details, in order to guarantee service quality
  4. To analyze the level of engagement and approval, in order to improve the well-being of each individual and the team as a whole

The participants were split into three groups, one assigned to making lunch and the other three to prepare the cocktail party. The expertise of the chef and sous chef were recognized immediately and used as key resources in achieving the objective. Although they were divided into groups and had different culinary backgrounds, all course members worked together and shared information both with each other inside the same group and with different groups. No deadline anxiety was felt by the team and a calm and pleasant atmosphere was established right from the outset, encouraged no doubt by the informal setting and the fact that the cooking skills of all course members were at more or less the same level.

A practical session at the end of the training course identified the most important values shared by participants during the two-day event, both at individual and group level (Confidence, Collaboration, Sharing, Passion, Integrity and Respect), and the behaviors that best express these values.

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Author: Margit Fuentes

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Transcom Estonia celebrates Diversity Day

On the 15th of April,  Estonia celebrated Diversity Day. On that day, we recognize and honor the importance and singularity of every person in businesses, organizations, and the society as a whole. Diversity is innate to nature and to people – it makes the world more exciting. There are people around us who are not the same as us; nevertheless, we all are equally important and needed.

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Equality and Diversity is also one of three prioritized focus areas in Transcom’s CSR progam Transcom Cares  and we are very proud to say that our employees in Transcom Estonia are highly diverse in many aspects:

  • The age of our colleagues ranges between 19 and 67
  • 20% are males and 80% females
  • They come from about a dozen different nationalities, communicating in different languages.

During the course of numerous interviews we carried out with the motive of the Diversity Day, several of our co-workers described their thoughts and experiences about working with colleagues from different backgrounds and cultures. One common observation stood out from their experiences: that even if we may be very different in appearance, we are not so different as colleagues. As a colleague, you are valued by your attitude, knowledge and friendliness.

The theories of information and decision-making support the argument that diverse teams are more creative in problem-solving, while they are also more innovative. This is because persons with different backgrounds can see the problems from different angles, and thus lead to more creative and productive solutions and ideas.

In its continued effort to encourage and promote diversity, Transcom Estonia is pleased to announce that we have become a signatory of the ‘Diversity Charter’. This is a voluntary commitment, open to companies and institutions both in the private and public sector that value an environment free of discrimination, and have made a decision to work towards fostering diversity.

The Diversity Day was a joint initiative by the Estonian Human Rights Centre; Tallinn Technology University’s project “Diversity Enriches”; and the Estonian Diversity Charter.

Diversity enriches! Erinevus rikastab päev

Author: Hans-Rainer Michels

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Transcom Halle arranges its own championship within the context of the FIFA World Cup

 

The floors of Transcom Germany in Halle have looked different lately.

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Since the beginning of the FIFA World Cup in Brazil the bright, colourful ambiance of Latin America seems to be in every single office. But it’s not only the colours black, red, gold that you can see on the walls, on the ceiling and in other decorations. No, you can find all kinds of flags and exotic emblems. It seems as if the multinational Group Transcom presents itself as multicultural as ever.

But the reason for this change is not only the FIFA World Cup. It’s a great campaign arranged by the Management of Transcom in Halle to let the Championship3positive atmosphere of the championship be part of the everyday work at Transcom. Therefore we made up our own championship to integrate this international feel into the working routine by organizing a betting game, a decoration competition and table football tournaments.

 The first activity for our teams was to draw a ticket with the name of a football team participating in the world cup. This determined the name of the team for the next few months. Now they had the chance to win the Championship2first task by decorating their office as creatively as possible, of course thematically related to their football team.

Since the beginning of the first matches, all teams could prove their football knowledge every week in a betting game. But the employees didn’t bet all by themselves, they had to vote on the scores in their teams. In addition, every Friday noon, they could demonstrate their table football skills by challenging the other teams. So every team could save points for the next weeks by working together and supporting each other.

During the championship, results were announced regularly. But after the thrilling finale of the FIFA World Cup, the teams were excited to find out about the final results of our championship. In a ceremony, the best three teams were awarded with a prize. Gift coupons for bowling and other activities were handed out, to reward the whole team for their effort and especially for their excellent teamwork.

 

Almost all teams were participating and you could tell they had a lot of fun. The campaign served its purpose, as it provided the employees with a break from their working routine and strengthened teamwork. All employees unleashed their competitive spirit, not only our football fans,

 

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Our internal communication served as a good platform to inform our employees about the tasks and the results. Our Facebook page, on which we released impressions of our championship, got a lot of visits and likes from Transcom employees and even friends of employees who were fascinated with the great campaign.

Author: Eimantas Liutkevicius

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Transcom Lithuania celebrates the annual Team Leader offsite

The Team Leader Offsite is an annual event where all Lithuanian Team Leaders and Quality Specialists meet in order to strengthen the bond with Transcom, to get a deeper understanding of our company and the customer service business and of course, to get to know each other.

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This year we traveled to a leisure and business club outside Trakai, a popular lake resort in Lithuania. The topic of the day was “Get to know One Transcom” which was inspired by the vision of the company. All Team Leaders and Quality Specialists had to prepare a presentation about the project they work in, describing:

  1. The main KPIs and best practices in their project
  2. Their main challenges and opportunities
  3. The people on the team

The presentation could be done in any format, such as video, acting, Power Point presentation, etc. As Team Leaders and Quality Specialists usually don’t know their colleagues from other projects that well, we wanted this to be an informative team building activity.

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Team Leader Offsite 2014 was also special because the Human Resource (HR) department participated in the event. This definitely helped Team Leaders and Quality Specialists to be more involved and get a deeper understanding of the HR team’s crucial role in Transcom’s daily business.

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Getting to know each other better was only the first task of the day and soon enough the whole team headed to prepare for the second part of the day: workshops. The team was given eight topics to brainstorm and provide ideas about;  Attrition, Hiring Process Improvement, Team Leader Selection, Team Leader Training Package, Self-motivation, Transcom Brand Awareness, Transcom Events and Office Branding Ideas.  The team really rose to the challenge and provided valuable insights and ideas on how these important and often overlooked issues can be solved. Moreover, Team Leaders and Quality Specialist will now organize teams not only to provide the ideas, but also to be responsible to bring them to life in Transcom’s daily operations.

The main goal of Transcom Lithuania’s Team Leader Offsite is to form a team of involved, active and empowered employees and therefore it is a pleasure to see this ultimate target achieved!

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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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