My Transcom Experience

Posts with tag "Transcom Cares" RSS

Author: Tanja Lohrmann

Tags: , , , ,

A cross-country coaching project raises the level of customer satisfaction reported in multilingual contact centers

Transcom is a multinational company with a major global presence and offices in 21 countries on five continents. We offer customer care, sales and technical assistance services in 33 languages.  In Europe, we have several specialist multilingual hubs, including in Budapest, Gdansk, Olsztyn, Belgrade and Riga. Each and every day, our highly qualified customer experience professionals make every effort to create the best possible contact experience for users of every nationality. But to put customers at ease and make them feel that they are fully understood, language fluency is not enough on its own.

It is equally essential to be empathetic and able to interact using the most appropriate idioms and the most effective interpersonal approach, which depends exclusively on the cultural background in each individual country. To develop this knowledge and these skills, we can draw on Transcom’s extensive global presence. We have therefore organized cross-country coaching sessions, inviting expert native speakers to teach multilingual hub teams about the cultural peculiarities of the countries in which users live, in such a way that their contact experience is an even more enjoyable one.

Last summer, for example, we organized a collaboration project between the Rostock (Germany) and Riga (Latvia) sites to help the Riga team improve the level of customer satisfaction. The contact center in Riga provides customer care services in many languages, including German, for an important European bank. The German team in Riga has excellent language skills, but despite this, the customer satisfaction levels measured did not fully meet the standards set by the client. Transcom implemented a fast and effective solution: it was decided to send an expert team leader who is a native German speaker from Rostock to Riga to work alongside the German language team.

Riga01

Sascha is the German team leader who flew to Riga to coach the Latvian team

An in-depth quality analysis was performed by listening to calls, revealing some areas for improvement in terms of the language conventions used by various operators during conversations with German customers.

The German team leader worked in close contact with his Latvian colleagues to fill these gaps. He trained the agents involved during special classroom workshops and worked alongside them one by one during calls. At the end of the coaching sessions, a list of “dos and don’ts” when dealing with German customers was prepared and shared with the entire team. As a result of the coaching activities, the Latvian team gained greater sensitivity and awareness about certain cultural peculiarities typical of customers with a German background, e.g. finding the right balance between expressions of courtesy and active listening signals. The reasons for the call are now clearly summarized at the outset to avoid misunderstandings. In addition, effective phrases and formulations have been developed to manage more complex interactions that might evolve into an escalation.

Riga

The team leaders (on the left) and some of the operators who took part in the Riga coaching project

The collaboration between the Rostock and Riga sites will continue in the future. This brief cross-country coaching project has already brought huge benefits to all the subjects involved, and first and foremost to our customers. We work incessantly to improve our services and the customer experience we offer. Our huge global network of contact centers allows us to share knowledge and experiences that help our clients improve their business results.

Author: Stefan Pettersson

Tags: , , ,

Care every day

”At first I was a bit hesitant to leave my beloved Matteo with strangers. However, as a single mother, I needed the help and I have never regretted taking this opportunity. Matteo has developed and learned a lot, he is happy to mingle with the other children and is becoming more and more responsible”, says Marjorie Furo.
Marjorie Furo playing with her son Matteo at Transcom's Pasig site in Manila, Philippines

Marjorie Furo playing with her son Matteo at Transcom’s Pasig site in Manila, Philippines

Marjorie Furo is one of many employees in the Philippines that recognizes the value of the child care center. The Pasig site in Manila, where Marjorie works, was the first BPO in the Philippines to establish a 24/7 childcare center, where the employees can drop off their children while working. The center is managed by registered nurses and child psychologists.

The center was built in 2011 and to this day, the facility is the only one of its kind in the Philippines. The center was originally planned to be open for six months only, but the operations were eventually made permanent due to outstanding support from both the Transcom management and the employees. Due to its success, Transcom now has child care facilities in all of its sites in the Philippines.

“For employees to be able to give their best at work, their worries should be minimized. For parents, especially single mothers, child care is among the highest priorities, and this is the driving force behind the establishment of the Transcom child care program”, says Siva Subramaniam, Regional General Manager for English-speaking markets and Asia-Pacific.

Article originally published in the Hello Transcom magazine
Author: Roberto Boggio

Tags: ,

Let’s support the Italian people struck by the earthquake!

A 6.0 magnitude earthquake hit Italy early morning Wednesday August 24. Rescuers are searching through the rubble hoping to find someone still alive and relief groups are mobilizing. I want to reassure everybody that no one of our Transcom sites has been damaged and no injuries has been reported for our Transcom employees.

Significant damages have been reported in cities close to Rieti (Rome area): the towns of Amatrice, Accumoli and Arquata del Tronto village in central Italy are the worst affected areas.

The latest bulletin reports that nearly 250 people have died but 215 have been saved by the rescue teams. In addition, several smaller earthquakes are still hitting the area, creating panic among the population and making the rescue operations even more complex.

Let’s support the Italian people struck by the earthquake!

We want to reassure everyone that all our Transcom Italy employees are reported to be safe.

We would like to help in any possible way. To do so, we wish to share with the entire Transcom community several easy ways to contribute and help.

Donations

Thanks to everyone who will contribute with a donation.

Because Transcom Cares!

Transcom Color Run for Fun 2016

Bacolod Color Run

The most colorful event just made it to Transcom Philippines – Transcom Color Run for Fun 2016. A three-part race that happened last May started in Bacolod on May 14, followed by Iloilo the next weekend – May 24; finally getting to Metro Manila last May 29. More than 4,000 employees of Transcom coming from its 5 sites (Bacolod, Iloilo, Mandaluyong (EDSA), Pasig and ROHQ) participated in this grand event.

In initiating this run, Transcom aimed to engage employees and unite them in pursuit of a singular goal– in this case, being healthy. Transcom promotes healthy living and wellness among its employees, and this run was a great start for this campaign. Since Transcom puts much value in family, friends and family members of employees were welcomed to the event

Each participant was given a kit which included a race shirt, a race bib, sunshades, a sweat band, a string bag, a water jug, temporary tattoos, and of course the colored powders!

20160522_SKT1236

Before the gun start, our dear sponsors and partners prepared tons of freebies as giveaways for the participants. Security Bank gave away free ice cream in scoops, an energy drink company gave-away free samples to help the runners stay refreshed. There were lots of biscuits, sweets and even some lozenges. Right before the run, Zumba sessions helped the participants warm up and stretch.

20160529_SKT1522

Splashes of colors were everywhere – on the streets and on the runners. Getting all colored too were the members of the Philippine Volcanoes who joined the Manila Leg. Happy, sweaty and colored runners came back in less than an hour and enjoyed food and refreshments plus music from the invited DJ’s.

The race was categorized into a 3K and a 5K run. Winners of each leg received cash prizes worth:

  • 3K run

    • 1st Finisher – PHP 5,000H

    • 2nd Finisher – PHP 2,500

    • 3rd Finisher – PHP 1,500

  • 5K run

    • 1st Finisher – PHP 10,000

    • 2nd Finisher – PHP 7,000

    • 3rd Finisher – PHP 5,000

The prizes were not limited to the race winners. Transcom also hosted raffle draws wherein all participants had a chance to win gift certificates, hotel accommodations and gadgets!

Employees really enjoyed the run and had so much fun.  Happy smiles filled the venue and posts they uploaded on Social Media showed their unique perspective on the event.

(edited by: Ginnie Faustino-Galgana)

Author: Agata Zysk

Tags: , ,

Young Leader Academy at Transcom Poland

Due to the expansion of our operations last year, we recruited 18 new operation and quality leaders. In parallel to implementation procedures, we would like to provide our workers with the proper support and assist with their professional career development. We also want to improve their leadership qualities, which is why we have launched the Leader Academy. Transcom has been active on the local market for 12 years and has put together a strong team of specialists, with the experience and skills necessary to deliver high-quality services.
akademia
At the same time, we are aware of the fact that current market demands are very high and that they change quickly. In order to maintain the high standards of services offered to our customers, we constantly train our people. The Leader Academy is one of many initiatives aimed at competence and knowledge development. One example is a Personal Development Plan workshop we ran recently, in which self-evaluation was in focus. Another one included issues such as Time Management, team creation, organising meetings or gatherings, team management, team communication, motivation systems and evaluation.
After finishing the Academy, all participants shall continue their professional development by participating in further trainings provided by our Service Quality Department.
Authors: Agata Zyśk and Paweł Chamera
Author: Stefan Pettersson

Tags: , , ,

Siva Subramaniam on Transcom and its people

Siva Subramaniam, General Manager of Transcom’s English-speaking markets & APAC region, was featured in the May 2016 issue of The CEO Magazine.

“As Siva Subramanian explains, Transcom is world-leading in customer experience, so it’s no surprise that it puts people first; be they clients or employees.”

In the article, Siva describes some of the programs and incentives that Transcom offers its employees.

“You cannot stop them being poached,” Siva explains, “but we take care of our employees, and if we lose them to competition, then shame on us! We focus a lot on our employees and, in fact, 90 per cent of my time is spent making sure my employees are happy. The thought process is that if they are happy, they are going to make the customers, the clients, and the shareholders happy.”

The article is available for download here.