My Transcom Experience

Posts with tag "Transcom Iberia & Latam" RSS

Author: Alberto Martínez Bernardo

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Transcom wins the “Best Outsourcer in Spain” Award 2015

Transcom was honored with the Award for Best Outsourcer at the Gala of CRC Gold Awards, held in Madrid on October 7, 2015.

This award is given to the outsourcing company with the best relationship with its customers, considering two perspectives: customer recommendation and operational management. Applying for this prize implies being deeply audited by independent consultants of the Organization (AEERC / IFAES / IZO). Transcom’s clients were also surveyed with regards to their perception of Transcom Spain.

In addition to this, Transcom was also awarded with the CRC Gold Award for Best Collection Services, for the service provided to one of the first banks in the country and the Special CRC Gold Award for Best Quality Management.

Being awarded with the Best Quality Management Award for the second consecutive year demonstrates our commitment to our Quality Management System and the total quality excellence of our services.

Premios CRC

These awards acknowledge the work done by each and every one of the professionals who are part of Transcom. They are the most prestigious awards within the BPO sector in Spain and recognize the work of the best companies, both outsourcers and their clients.

Alberto Martínez is Sales & Marketing Director at Transcom Iberia

Author: Javier Duran

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Successful talent management in Transcom Leon improves performance and quality

In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project “Stop & Go” at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.

After getting the UNE EN 15838 certification, we saw the need to take a step further in terms of our human capital. By using the selection standard defined in the UNE certification we reassessed our Senior Team Leaders, Team Leaders and Product Supervisors as these persons are key players when it comes to managing the contact center successfully.

Talent management program at Transcom

The “Stop & Go” project started in November with a personal interview with the immediate superior and workshop with the HR-team. Competencies were analyzed as objectively as possible, with all kinds of situations and aspects to be evaluated in each case, with a combination of attitudes, skills, knowledge, motivation and actual performance. This way we created an environment where the evaluated person was able to perceive his or her reality from a new perspective and understand that, under a different light, we can always find skills and competencies to develop and that will permit us to succeed.

In January and February, the second step of our program consisted in defining detailed action plans, together with the evaluated staff, in order to improve specific areas to further develop their tasks with the quality standard we have set.

Thanks to a full cooperation between Human Resources, Operations and Quality, we have achieved our first milestones for the project:

  • All employees to know in detail the purpose of their work
  • The key competencies needed to perform it
  • Key competencies that needs be developed through concrete actions

Talent Management in Transcom

Today, the entire structure helps us to perform better every day, because we all know our potential and are heading all our efforts to build winning teams every minute. We know our worth and know our areas of improvement, and that is something that with hard work and attitude makes us winners. Each member of the teams, meet the demands of their job and have unified criteria and objectives. We are certainly in the direct path to success in managing people.

These are some of the testimonials that the participants in the “Stop & Go” program have shared with us:

“The analysis and subsequent action plan has made me reconsider the situation of each agent, both professionally and personally”

 

“The analysis has given me a push to keep improving, both professionally and personally, get out of my comfort zone and boosting my potential at all levels.”

 

“This project has given me another view of my skills and personality that can help me to achieve more ambitious goals.”

 

“You get a glimpse of your work than you are not aware of, for better or for worse! :)

We are not only trying things make look good, or getting the predefined results… we want more, much more, we want to grow every day in quality, efficiency and, all together, facilitate the perfect setting, with all necessary means, in order that every professional has the possibility of developing the best version of him or herself in each of the key positions. We do not want to have good Team Leaders; we aim to develop the best Team Leader and we want to grow together in the same direction.

Author: Isabel Sánchez-Lozano

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Transcom Spain awarded at the Platinum Contact Center Awards 2015

 

Once again, Transcom has been awarded in one of the most prestigious customer care events in Spain: the Platinum Contact Center Awards, which are organized by the Contact Center Magazine every year.

Platinum Contact Center Awards

In the sixth edition that was held at Teatro Real in Madrid in end of June, Transcom was awarded in the following categories for the quality services we have provided to three of our major clients:

  • Best Customer Service in Banking
  • Best Customer Service in Telecommunications
  • Best Customer Experience Strategy

These awards acknowledge the best practices of companies in this sector that offer competitive solutions focused on the business goals of their clients. They also appreciate and honor companies, which, with their constant renewal, are committed to the professionalization and development of the customer care sector.

As Regional General Manager of Transcom Iberia and Latam, it’s a great satisfaction for us to  win these awards:

“Being the best in such demanding sectors as telecommunications and banking represent a reward to the efforts of our team. Besides, the award for Best Customer Experience Strategy show that we are achieving our goal of being a leader in customer experience, placing the client at the center of our business

Spain Platinum Contact Center Awards 2015

Author: Claudia Balboa Riquelme

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Transcom Concepcion helps the victims of the floods in Chile

In March, unusually strong thunderstorms brought heavy rainfall to northern Chile’s Atacama desert, flooding one of the driest regions in the world. Flash floods swept down valleys, cut off villages, destroyed structures, and carried vehicles for miles.

The floods in Chile and Peru  was caused by an unusual cold front which moved across the Andes, bringing heavy rainfall to the region. The National Office of Emergency of the Interior Ministry (ONEMI) reported more that more than 29 000 people are affected, and preliminary figures show that more than 28 000 houses as been impacted , 10 000 of those has been completely destroyed or has severe damages.

The small coastal city of Chañaral was hardest hit by the floods and many residents are trying to cope with the loss of their homes and belongings. The rise of the river El Salado divided the village into two, devastating the area.

Transcom Concepcion helps the affected of the flooding in Northern Chile

At Transcom Concepción we launched a campaign to help those who have been affected by this devastating situation. We have been collecting basics like drinking water, cleaning supplies and nonperishable food. Our aim was to help our countrymen, because we know about the reality that exists when there is a natural disaster of this kind.

Author: Manuel Alcaide

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Building leadership in Transcom Atica

In the contact center industry, middle managers’ leadership can make the difference between success and failure of services and projects. In Transcom we deliver services that engage large teams, sometime about 300-400 people.

In each case, in front of these large teams we count on a few brave men and women leading the services. At some point in their careers they decided to step forward. They chose not to remain in the background and found the motivation to help a group of people to achieve a set of objectives and results that would ensure the whole projects continuity.

During the latest months, we at Transcom Atica have tried a new set-up of leadership training. By using group dynamics and role-plays activities, we try to reinforce the leadership of the managers with one superior aim: we want our leaders to transmit credibility, respect and good management to their teams.

 

Leadership Training session

How to display this leadership? I always picture a scene from the film Gladiator (2000), a movie where you find a good overview of the qualities a good leader should have. In the scene of the first battle that occurs at the Colosseum in Rome, a group of men are thrown out into the arena. They know what they face, but they do not know each other. At that time, one of them takes a step forward, raises the situation realistically and proposes to fight together in order to survive. He manages to organize the team, set the goals, and encourages his teammates. Finally, at a critical moment, he takes over to solve the situation. This scene is quite similar in being a leader in our sector: without the help of your team, is impossible to reach the expected results.

Teamwork is the only option to ensure the real and ultimate success in a professional project. The talent of the leader will be determinant to solve a delicate meeting, he or she will notice the “moments of truth” and will take difficult decisions, but to achieve any sustainable success in time, the work done by “your” team will be critical to ensure your success as a leader.

If you lead a team and at some point has doubts if it’s worth all the effort… let me solve the mystery for you: yes, it is!  Try to remember the day you accepted that responsibility and were promoted, the thrill when you shared the news with your friends and family, your eagerness to face the challenge… and how you found in that experience the energy to take that step forward that makes the difference in being a leader.

Over time, you will be able to look back and tell yourself, “I stepped forward, I did not stay in the background and I dared to lead a group of people” It is one of the best professional experiences you will have throughout your career.

 “Talent wins games, teamwork wins championships”

Removing the fear of closing a sale

The moment of truth of any sales services is when the agent has to make the final question and ask for confirmation to close the deal. But it is also a loaded moment for most of the agents that may experience what we call: fear of closing.

Experience tells us that we can only influence around a 50 to 55% of the persons we contact during our workday. Although we would like that all these individuals accepted our offer or product, we know that this is not at realistic target. Furthermore, we have to be aware that our customer’s refusal in most cases is due to a set of variables as the price, their economic situation, bad previous experience etc. All these factors have nothing to do with our agents’ performance.

When facing a challenging customer, the agent tends to conclude that person is not interested. This negative mindset generates itself a negative response. Therefore, to minimize the risk of a negative answer we must be mentally positive and not let our attitude impact the outcome of the call.

At Transcom, we continuously invest  in our agents’ training and spend many hours on product training, telemarketing techniques, techniques for dealing with conflict situations, teaching agents how to handle objections, etc…But do we invest enough time to teach agents how to introduce the “closing question”, are we investing enough effort to prepare them for a refusal, and eliminating their psychological barrier to the customer’s negative answer?

In order to prepare our agents to overcome the apprehension they may have to face in a call we must work through training and role play, practicing different situations that we will find in our daily work life.

We are convinced that the success of a good education and training depends on several factors:

  • Adequate knowledge of our products so that every agent properly can explain the benefits in case the person decides to close the deal during the call.
  • Empathize with our customers to create a trusting environment that results in an acceptance of the call as a valid sales channel.
  • Eliminate fears to solve any query or objection posted by our customers, learning to turn those weaknesses into strengths that customers can appreciate.
  • Overcoming fear of rejection, which causes insecurity, and therefore a call lengthening when making the final closing question.

By training our agents in all the mentioned points above we will be able to perform a graceful closing call and to achieve a positive resolution in a higher success rate for our clients.

If we want to improve our customer experience, we must be able to empathize with customers and make them feel comfortable during the call. In each interaction we must ensure that our customer feels that the decision is theirs.  Only working with these principles we will be able to consolidate new customers, improve our customer’s satisfaction index and, possibly, increase the rate of persistence by achieving a greater sense of affiliation between the customer and our partner.