My Transcom Experience

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Author: Stefan Pettersson

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Hello Transcom 2017

Today, we published our magazine Hello Transcom 2017, which features stories from around the company. In this issue, we focus on the effects of digitalization in our industry, and give some examples of how Transcom is responding together with our clients. You can access the magazine at the bottom of this post, or download it from here.

Transcom’s 2016 annual report was also released today. It is available for download here. Just like last year, the report is focused on the annual financial review. We have created a special website, 2016.transcom.com, which replaces the traditional front section of the annual report. On this site, you will find information on our accomplishments in 2016 and focus areas going forward. We have also published our report on people & sustainability there. This year, we took an important step in further improving our sustainability reporting by publishing our first report in accordance with the GRI Standards (Core option) of the Global Reporting Initiative. We have started to report on a number of new KPIs, not least in our focus areas People Development and Equality & Diversity.

Author: Stefania Melosi

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Transcom Italy raised money for schools in earthquake-hit areas

The terrible earthquake that devastated huge areas of central Italy last August 24 caused hundreds of victims and flattened houses, churches, schools, hospitals and public buildings. It also made many of our colleagues at Transcom’s L’Aquila site in Italy (60 km from the epicenter) relive the dramatic days of the disastrous 2009 earthquake, giving them a sleepless night, but fortunately without causing any major damage or victims.

As it did seven years ago, Transcom’s aid and solidarity machine sprang into action to offer support to the people affected and promote the fundraising channels activated by the Italian and International Red Cross.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

After the earthquake, the schools in Amatrice were transferred to the prefabricated units installed by the Civil Protection service.

In addition, shortly before the start of the school year, Transcom Italy promoted a solidarity project to help support the 785 students educated at the schools and institutes located in Amatrice, Arquata, Accumoli and Pescara del Tronto that were damaged by the earthquake. A fundraising effort was set in motion to ensure that the start of the academic year was a dignified one in the temporary schools set up in record time by the Civil Protection service. Through the HR offices at all Italian sites, Transcom raised about €2,000 to buy classroom materials (pencil cases, exercise books, text books) for students at all levels, from elementary to secondary school.

This donation is an initiative promoted by Transcom Cares, the solidarity and social responsibility program that supervises our initiatives worldwide.

Author: Alina Andriatyte

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Transcom’s Shared Service Center in Vilnius supports fundraising inititative for families of children with cancer

In December 2016, Transcom Shared Service Center Vilnius (SSC) decided to organize a fund raising for a good purpose – to support an initiative of building a home for families of the children with oncological diseases.

Every year about 100 children under 18 are diagnosed with cancer in Lithuania. Recovering from this disease takes from half a year up to several years, depending on how advanced the cancer is. When the child gets ill – the whole family is affected by this illness as well. Only one parent can stay with the child in the hospital, while other family members stay apart. To ease the situation for these families and give them a possibility to get through this rough time in their lives standing strong together we invited the whole Shared Service Center to contribute to the project of building a home! This home will be located near the biggest oncological center in Lithuania.Here the families will get medical care from pediatricians, pain specialists, medics,oncologists, but they will also have access to different art and music therapies. The aim with the home is to help families get better both physically and emotionally.

Transcom’s fund raising event was initiated together with fun activities for the whole department including snacks, fun videos remembering what we achieved in 2016 and what we are looking forward to in 2017. Also, we received many cheerful Christmas video greetings from our colleagues we work with daily from all over Europe, the Philippines and North America – really building a feeling of One Transcom! During this wonderful time of the year we are so happy to contribute to making good things happen.

SSC Charity campaig

 

Author: Jonas Collantes

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Aging Gracefully with Transcom

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“It’s never too late for an old dog to learn new tricks… as long as the dog is willing to learn.”

Being 46 years old, this saying perfectly resonates to Theresa Ordiales who shares her inspiring story of growing and learning as she celebrates her ninth anniversary with Transcom Philippines.

Words by Theresa Ordiales.

I think I’m already a bit “over the hill.” But just because I’m old doesn’t mean I should stop learning and doing the things I love. I’m about to celebrate my ninth anniversary with Transcom and I’m proud to say that I have watched the company bloom and grow like how a parent would witness her children grow up and mature.

My life has truly never been the same since I joined the company in 2007. At first, I only considered entering the BPO industry for the sake of paying the bills. I never realized that it will lead to the establishment of my career and the rebirth of my self-esteem.

I was 37 years old then, and just like everyone else, I started taking calls with a handful of jitters and apprehensions. It was like all the negative vibes rolled into one. Fortunately, after the heart-pounding first call, I was able to get a hang of it, and the rest is history.

I never knew I had the confidence to do customer service – talking to customers, addressing their inquiries, explaining theirs bills, and ultimately resolving their issues. I started as an agent in 2007, got promoted as a trainer in 2012, and transitioned as an Organizational Development trainer in April this year. It’s safe to say that Transcom has transformed me and helped me not only discover, but also harness my skills.

I also had my fair share of uncertainties, humiliation, disappointments, and triumphs, but they didn’t stop me from achieving my goals. In fact, they motivated me, because I knew that there is always room for improvement, and I had the power to work for it.

The opportunity given to me by Transcom became my life. Never in my wildest imagination have I thought to stay in one company for nine years. I guess Transcom has truly captivated me.

Now in my new role as a trainer under the Organizational Development Team, I am still learning from my peers and mentors – regardless of age.

And with that, I can say that I am aging gracefully….in Transcom.

Author: Stefan Pettersson

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Stepping up your career

There are a multitude of ways to challenge yourself as a Transcom employee, and the career paths are plentiful. But one of Transcom’s real success factors is the fun it offers its staff in the workplace.

Every job at Transcom is important. But there is one person that gets closer to the customer than anyone else – the agent.

“Ninety percent of our staff are agents and Transcom would be nothing without them,” says Cecilia Forzelius, HR director for Transcom Northern Europe. “Not only does a Transcom agent work with customer service, he or she also works in a team and deals with different kinds of customer support, services and sales.”

Every new agent receives training according to the services that he or she will carry out, including product knowledge, system training, communication, and how to handle various customer contact channels such as social media. Depending on how difficult the job is, the training period can last from anything from one to five weeks. The next step on the Transcom career ladder is to become a product specialist, and after that to work either as a quality and time management specialist, or a team leader. There is also the possibility to coach new staff.

Transcom recruits 90 percent of its team leaders internally. “If you are dedicated, committed and provide good quality services, you will always have promotion opportunities. An agent can become a  team leader, a business manager or contact center manager,” Rosana Garcia, global HR director at Transcom WorldWide, explains.

Rosana Garcia, global HR Director at Transcom

Rosana Garcia, global HR Director at Transcom

Rosana Garcia started her own Transcom career as an HR-manager for the contact center in Barcelona. Today she is global HR director. As Transcom focuses on weekly and monthly goals for the majority of its employees, one of the most important tasks for team-leaders is to coach agents on how to improve their performance on a weekly basis. Explicit goals are a part of Transcom’s strategy since it makes it easier to link everyday work with goals such as customer satisfaction and other key performance indicators.

To motivate staff even more, every Transcom office also offers motivational activities, such as competitions and games. “Transcom believes that motivational activities are key to the work environment. You should take your work seriously, but it is just as important that you have fun at your workplace,” says Rosana Garcia.

To be considered for a promotion, Rosana Garcia suggests embracing Transcom’s core values: passion, excellence and innovation. “Be customer experience-oriented and always strive to be excellent in what you are doing,” she says. “It is important to remember that competencies and capabilities are just as important as experience.”

Cecilia Forzelius has additional advice. “Work hard and deliver from where you are at. With our weekly coaching sessions, it is easy to discover talent and high performers,” she says. “Attitude, ambition and a willingness to learn are equally important. Be clear about your goals, both personally and professionally. Let your leader and coworkers know that you want to take on larger responsibilities, and that you want to advance professionally.”

There are many ways to develop as a Transcom employee, whether you want to advance professionally and/or personally. One option, for example, could be to go and work in one of the other Transcom offices in Europe. “If you are a Swedish-speaking agent, for example, you can work in the Transcom office in Riga since they are in need of employees who speak Scandinavian languages,” Cecilia Forzelius says.

Article originally published in the Hello Transcom magazine. Text: Linda Nyström. Photo: Petter Cohen

Author: Jonas Collantes

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How I learned to face my fears through Transcom

TranscomStories_2048PXx2048PX (1)German Dean Jr., 25 years old, shares the tale of his bittersweet journey as a BPO professional. He joined Transcom in November 2015 as a Customer Sales Representative.  His passion and dedication led him to being promoted to Quality Assurance Specialist in July this year.

Words by German Dean Jr.

German Dean.jpg

When I started working in Transcom, fear and doubt were two things that plagued my mind. I was afraid to disappoint the people who believed in me and I had a few doubts such as “Am I in the right place?” and “Do I have what it takes to survive?”

The first time I wore my headset was truly an unforgettable experience. Being an industry newbie, I was so excited to take calls, but when my first day at work finally came, I stuttered as I took calls. After that day, part of me wanted to quit because I didn’t know if I still had the courage to show up, but I told myself, “No one was able to walk on the day they were born.” So the next day, I picked myself up and said, “Fight!”

That was the bittersweet story of how my Transcom journey started. My life here keeps reminding me of the song “Remember the Name” by Fort Minor:

This is ten percent luck

Twenty percent skill

Fifteen percent concentrated power of will

Five percent pleasure

Fifty percent pain

And a hundred percent reason to remember the name

Ten percent luck

I woke up one day and decided to venture into the BPO industry. I printed out 30 copies of my curriculum vitae and sent online applications. In the two succeeding days, all I received were negative news, until I got a call saying that I was one of the shortlisted candidates for a call center post. During the interview, I was scared of the possibility that I might not get hired because I did not have any BPO experience and I was an undergraduate. Well, as of the moment, here I am writing this article. If that was luck then yes, I am lucky. I was truly lucky enough to be hired and assigned to Transcom.

Twenty percent skill

Since I have a technical background, I have a wide understanding of how to handle customers over the phone before suggesting to check their gadgets. It is usual for me to answer calls, probe, and eventually resolve an issue. The English-speaking requirement was also covered because my brother and I would usually speak the same language at home whenever we wanted to keep our conversation between us two. So technically, when it comes to skills, mine aren’t that perfect, but I have one silver bullet in my arsenal, and that is my ability to adapt to change.

Fifteen percent concentrated power of will

When I focus my energy into something, I make sure that I will dedicate myself to it, learn all the secrets, master the trade, live with it, and breathe with it. I believe one does not need to become the best but, he needs to be consistent on development and performance.

Five percent pleasure

I feel good each time my superior commends me for a job well done and for every extra mile that I offer to help the team. I like the feeling when people see me as I bleed, weep, and sweat as I run towards my goal. There is nothing like the feeling of being appreciated for simple things.

Fifty percent pain

I’m clever enough to know that not everyone will agree with me. Some people even find it funny when they hear my goals. Negative energy exists everywhere, and if only I let those get to me, I would have felt demotivated all this time. Instead, I take criticisms in stride and use them as my motivation to keep getting better at what I do.

My goal: to wake up stronger than my fears, and I did it! I am grateful to my team and to Transcom in general, as the company was instrumental in transforming me from being weak and driven by my fears, to being strong and motivated by my goals. I also owe just as much to the people who gave me a chance to prove myself and the opportunity to step up on a short period of time.

Everything only used to be a dream, but now, the continuous development of my professional and personal life alike has turned into reality through Transcom.