My Transcom Experience

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Author: Sanjin Korac

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Handmade Day: we cultivate what we’re passionate about!

In February, Transcom Pula organized a “Handmade Day; offering some of our staff the possibility of showcasing what they personally have a passion for, over and above the enthusiasm they invest in their everyday work.

Handmade Day in Transcom Pula_1
The Handmade Day was created as a company integration project, designed to bring people together who, during the day, are focused on their own work and risk sometimes losing sight of the bigger picture around them, which is made up of many different people with different interests, passions and skills, some of which you’d never have expected them to have. The “Handmade Day” event turned the meeting room into a showroom where our staff could get together and admire the creativity of the people they work side-by-side with every day.
Handmade Day in Transcom Pula_2
20 employees presented their creations and there was a surprising variety on show: from knitwear to natural soap, from vinyl record clocks to creams, magnets, jam, paintings, jewelry and a whole host of artistic creations ranging from the abstract to the traditional. We were pleased to discover that our co-workers put a lot of passion into everything they do, not only when they are managing customers on the phone, but also in their free time. This initiative encouraged interaction and an exchange of ideas, as well as sparking new collaborations between all the participants. But most importantly, it helped some of our co-workers overcome their shyness and proudly show off their talent.
Handmade Day in Transcom Pula_3
While almost everyone initially visited the showroom out of a sense of curiosity, it is to the credit of our “artisans” that many of them left with a souvenir or an ornament to wear or to show off at home. “Buyers” donated what they liked for their “purchases” and the symbolic amount raised was donated to the humanitarian association “Nas san njihov osmijeh” (“Our dream, their smile”, a group of volunteers offering support to the needy through fund raising events, lotteries, concerts and humanitarian initiatives).
Handmade Day turned out to be a great success, and as it was greatly appreciated by everyone we will certainly be organizing other events in the future. Like it? If you liked the event and want to be informed about future initiatives, follow our Facebook page!
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.

Author: Tanja Lohrmann

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Transcom stands out at Call Center World 2015 as it celebrates growth in Germany

The CCW 2015 took place at the Estrel Convention Center in Berlin in the end of February. The 17th edition of Europe’s largest fair for customer service, call center and communication has a long history and the who’s who of the industry traditionally meets at CCW. This year over 7,600 visitors attended the fair to gain a complete insight about innovations, new technologies and trends in the customer service and call center industry.

Over 250 exhibitors from 50 different countries were listed which underlines the global impact and internationality of this year’s CCW. Our participation in the fair aimed to confirm Transcom’s position as global customer experience specialist and celebrate our recent significant growth in Germany.

Transcom had a large, well-located exhibition booth which attracted many prospect clients, existing clients and media representatives. Transcom team managed to gather promising contacts that will certainly support Transcom’s planned expansion on the German market. We were also happy to meet other possible partnering vendors, recruiting companies and potential employees.

Transcom stand and the German team at CCW 2015

Transcom stand and the German team at CCW 2015

The CCW exhibition represented the best opportunity to announce our business results and celebrate Transcom Germany’s rapid growth in 2014. In order to face the growing demand for Transcom services, Halle’s operating site is being expanded. A move to a new location, with a significant increase in the size of operations area, will take place in the second quarter.

Also Rostock site is continuing with the growth trend and an expansion of the production areas is under evaluation. These investments were necessary since we have extended our client base in Germany and further strengthened our relationship with existing clients.

Official opening of “LeonarDo 2.0.14” – a new research and innovation center for Customer Experience

In March, Transcom Italy presented its new Research and Innovation Center for Customer Experience to the press and the local authorities. The center is located in L’Aquila and set up jointly as a partnership with L’Aquila University and local contact center company Elleacall.

The LeonarDo 2.0.14 research project, which has been endorsed by the Italian Ministry of Economic Development, will span over three years, with the aim of developing - by October 2017 new process and new technological solutions that improve the services delivered by
contact centers to consumers and citizens, based on their Customer Experience.

Transcom Contact Center in L'Aquila

 “Innovation and the constant quest for excellence are two of Transcom’s fundamental business values and we invest in resources and skills to promote them” commented Roberto Boggio, Transcom Regional General Manager for Central and South Europe, during the inauguration.

 “The strategic agenda of L’Aquila University considers the institution to be an open social laboratory and, therefore, applied research projects conducted jointly with the business system form a fundamental part of our planning,” said Professor Paola Inverardi, Dean of L’Aquila University.“One of our objectives is to strengthen this network of collaborations, and the partnership with Transcom in the framework of the LeonarDo 2.0.14 project is perfectly aligned with this strategic vision: we are convinced that it will produce benefits in terms of technological capabilities at the service of local development.”

The center has been operational for a few months now and already employs 10 researchers; over the coming three years we aim to involve about 40 customer experience professionals in the project.

Leonardo lab and meeting room & event

Technological changes impose new interrelation processes between companies and clients. Network connections and the ever more widespread use of mobile communication devices (smartphones, tablets, notebooks, etc.) are radically changing not only how we acquire information, but also the interaction between people, between customers and businesses, and between the public and the institutions. From this perspective, the work of the Transcom’s research center in L’Aquila will focus on identifying new social and digital methodologies, using technology-based tools and innovative processes.

This VIDEO, (in Italian) by a local TV network, provides a summary of the event’s key messages.

Author: Roberto Boggio

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Transcom honored at Frost & Sullivan’s Best Practices Awards in London

Following April’s announcement that Transcom received the Frost & Sullivan 2015 Visionary Innovation Leadership Award in Europe, we had been invited to attend the “2015 Growth, Innovation & Leadership Awards Banquet” that took place Thursday May 14th at the Royal Garden Hotel in Kensington, London.

I was really proud to represent Transcom at this event and to receive the prestigious award in front of over 150 leaders and industry professionals from around the world.

Transcom honored at Frost & Sullivan's Best Practices Awards in London 2015_2

The event celebrated the superlative achievements of over thirty global companies from a number of businesses, both within the public and private sectors.

Transcom honored at Frost & Sullivan's Best Practices Awards in London 2015_3

Gary Jeffery, Partner & Director at Frost & Sullivan, explained the selection criteria:

“Our long-established Awards program recognizes companies that have demonstrated innovation, competitiveness and leadership in meeting the demands and challenges inherent in their particular sectors. Frost & Sullivan acknowledges their products and services as best-in-class examples of how to effectively optimize strategies, performance and processes.”

Transcom honored at Frost & Sullivan's Best Practices Awards in London 2015_4

This international acknowledgement represents yet another encouragement for us at Transcom in order to continuously innovate our services in the complex European market scenario, as well as to help our client’s to improve their business performance.

The best customer experience for Italian business travelers starts in Tunis

Early this year, Transcom Tunis officially launched a new customer care service for one of Italy’s biggest travel companies.  As partner and founding member of a worldwide network that unites the best travel management companies in 80 countries, this new client decided to form a strategic partnership with Transcom in order to ensure the best possible customer experience for its customers.

SALES Cisalpina article

To prepare for this important start up, the dedicated Transcom project team focused in maximizing service quality in a structural and coordinated way. A group of specialized resources was recruited and coordinated by a team of managers who constantly monitor service quality and take action at various levels to increase customer satisfaction, improve service provision and efficiency, and fine tune the management of corporate processes.

Work got underway with an initial group of 15 agents. The talents selected for the project are passionate about their work and have demonstrated great professionalism and excellent performance throughout their training, right from the very first day. A carefully designed three-month training program contributed to creating a relationship based on the maximum possible collaboration and interaction among team members, trainers and project managers, making it easier to learn during training and to overcome all the difficulties and critical issues every start-up encounters.

The dedicated project team during training.

The dedicated project team during training.

We are extremely satisfied with the trustworthy relationship and collaboration we have established with our client at this initial stage. We have laid the best possible foundations for a long-term partnership that will turn out to be highly profitable for everyone involved, not least all the Italian business travelers who will receive the best possible customer care, provided by Transcom Tunis.