My Transcom Experience

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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: 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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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.

Author: Alan Girón

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Transcom Lima is growing

Since December 2013, our site in Lima has experienced an increase in operations via new outbound services to clients in sectors such as telecom, insurance, NGOs and entertainment. This growth creates a challenge in terms of recruiting experienced people, while at the same time strengthening our partnership with our clients.

To meet this challenge successfully, all key functions at the site must be involved:

First we have the recruiting process, which consists of two pillars:

  1. Improving the recruitment specialization, giving our HR team specific training for each campaign
  2. Expanding the recruitment outreach by partnering with local agencies

Then follows the training programs, in which we apply nesting techniques (constant monitoring of new hires, setting individual targets) as a way to improve efficiency and operability. Team-building activities and creating commitment to our clients’ objectives are other important features during the training process.

And of course, we work with continuous improvement of our operational management, which allows us to:

  • Assessing our services’ performance in real time through daily reviews
  • Measuring the learning curves
  • Setting goals and expectations for our clients and our company

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Although ramp-up projects like this always pose a challenge, the Transcom team in Lima handles the expansion process through weekly sessions where we review volumes, performance, profitability and make the required decisions in order to meet our campaigns’ high standards.

Author: Martijn Steenbergen

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Transcom Netherlands celebrates the success of their forth MBO Graduates

Since March 2012, Transcom Netherlands have been offering our employees and flex personnel of Unique (Transcom’s partner) in Groningen the opportunity to take vocational courses for the position of commercial office assistant, specializing as contact center assistant. Tele’Train delivers the training.
You can read more about our other MBO graduates in a previous post.

In May, we could celebrate that another seven people had finalized their MBO course.

Besides this, seven team leaders have received their ECABO certificate. The certificate proves that they successfully have accompanied and mentored one or two students during the whole MBO course. By combining the MBO with the regular coaching, the team leaders have efficiently helped the agents with their study.

These are of course good reasons to celebrate.

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The students do have to follow a lesson program which is adapted to the daily routines in the call center world. Communication skills, language skills in general and sales are trained by experienced teachers and with suitable and well proven methods. With role-plays, theory and practical assignments the students are educated but also trained to perform even better in their daily routines.

We at Transcom Netherlands are very proud of the achievements of the team(leaders) and we are convinced that we now have 14 colleagues with significantly more knowledge and experience of the contact center world.

As of this month we will start with a new group of at least 16 new MBO students. This new course will be finished within one and two years, depending of the progress of the individuals. So we are planning to have the next celebration in at least two years.

“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.

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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