My Transcom Experience

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Grand slam for Transcom Netherlands in client’s global customer service award

For a valuable client in the logistics market, Transcom Netherlands received two awards in the “2014 Global Customer Service Competition”. The award was announced March 25 during a yearly review with all the client’s inhouse sites and vendors. In total, 26 sites where in the race for prestigious prices based on sales leads, business balanced scorecard performance and customer experience.

First we won the second price in the balance scorecard competition. For this competition they measure Service Level Adherence, Line adherence, Quality, AHT, Attrition, Sales and Forecast accuracy. All relevant KPIs are included and that’s why we can make the conclusion that Transcom Groningen was the second best site in 2014. This is a great recognition for all the good work we have done in all areas.

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We also won the award of being third in the Sales Leads competition. This category is about the total number of sales leads that our agents have created related to the total number of handled calls. For the client these sales are of the highest priority. This is because these activities extend their customer base and generate constant growth of their package volumes and thus revenue.

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I am very proud of these awards and recognition of the hard work done and thank the entire management team and all the employees that have contributed to this success. I am convinced that this year we will do our utmost to be in the position to win an award again and to show Transcom’s additional value to our client.

Besides this, we would like to congratulate our colleagues from Transom Lithuania who won the third award for Customer Experience. This category is related to the measure of Customer Satisfaction.

How Transcom Netherlands uses role play to embrace good leadership

Within Transcom Netherlands there’s strong focus on personal development for our team leaders. As mentioned by Manuel Alcaide in a previous blog post:
“middle managers’ leadership can make the difference between success and failure of services and projects”.

Therefore we started with the first ‘Team leader Development Plan’ (TOP) half a year ago.

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TOP consists of four training sessions on topics such as: Transparent Management, Feedback, Coaching and Time Management.  The intention of the training is: How can I apply the theory in my role as a team leader?

Theory is practiced through role plays. To make it more realistic we have invited an actress to simulate difficult situations that can occur daily.

Coaching is another successful method that has been used between several training sessions. The aim of the coaching is to help the team leaders actually apply the theory in practice. For example, we looked at: Which part of the theory can be applied within your team? And more importantly, how?

Because of the positive response, we’ve decided to continue with our TOP-project. Each month we will start with a new group. Fourteen candidates have already been enlisted.

Collage Transcom Netherlands Team Leader Development (TOP)