My Transcom Experience

Posts with tag "Transcom Iberia & Latam" RSS

Author: Alberto Martínez Bernardo

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Transcom´s quality recognized at the 2014 CRC Gold Awards in Madrid

The Customer Relation Expo is the most important meeting point in Spain for professionals and clients in the contact center and customer service industry. The edition for 2014 took place in Madrid in early October.

Over 1,800 people, representing 60 companies visited the expo and attended more than 40 seminars and activities. One highlight during the conference is the CRC Gold Awards that rewards excellence in customer service.

This time, Transcom received awards for the following two categories:

  • CRC Gold Award for Best Customer Care Outsourcer –  for the service we provide to one of the largest Spanish banks.
  • CRC Gold Special Award for Best Quality ManagementCollage Transcom CRC Gold Awards Madrid

These awards represent the recognition of the work done by our 5,500 employees in Transcom Iberia & Latam Region every day in order to deliver outstanding customer experience.

We are especially pride of receiving the CRC Gold Special Award for Best Quality Management because it recognizes Transcom’s quality and the added value we provide to our clients.

Furthermore, at the fair and at the different activities we organized, we showed the following regional video, to our clients and prospects:

Author: Agustín Romero

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Adding value in employee care service

Twelve years ago, in Transcom Isla Sicilia we launched a service to support of our client’s employees in all HR related questions. The client is one of the largest global financial institutions.

Before Transcom’s involvement our client’s employees had direct contact with their HR department. Now they need to call us with all their inquiries. Our first challenge was to provide them with the same personal and direct service, now over the phone, and make this a positive experience for them. To achieve this, we used all our tools, professionalism and kindness in addressing and resolving their questions.

Of course a good service attitude is important but people expect us to resolve their issues quickly and accurately. The continuous training we receive from our client is very helpful in this respect. The open communication that we have with our client regarding their priorities and goals is also very important.

Isla Sicilia Employee customer care team

Last but not least; the people delivering the service, working as a team, sharing knowledge, motivating and helping each other. In short, acting like one and offering their best every day.

It has therefore been an honor for the team to receive the excellent results of the annual survey conducted by the HR department of our client. The aim of this survey was to get their opinion about the service we provide.  The results were more than satisfactory, reaching the highest levels of satisfaction from the begining of the service. In all the questions asked, we have surpassed not only last year’s score but all of the previous years.

Our client recognizes the Transcom values, the commitment of our employees, their enthusiasm and ability to contribute with new ideas to improve the service provided. That it is what sets us apart and permits us to add value to our clients.

 

Author: Claudia Balboa Riquelme

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The importance of motivated teams for Transcom Chile

The efficiency and performance of our employees depends in large part on their level of motivation.

That is why the staff at our site in Concepción participates in Motivational Workshops with the aim of generating greater cohesion among our teams. The departments of Operations, BST, Information Technology, Purchasing, Sales and Human Resources were represented during these interesting, instructive and fun days of motivation.

24 employees participated in the first session, held at the Sonesta Hotel. The main purpose of the workshop was to emphasize teamwork and to create trust amongst participants.

The following session took place in The Triplets Vacation Center in the Region of Bio Bio. Here, our employees worked in teams, covering various areas of development in the organization, such as effective communication, assertiveness, perception and leadership. The lakes, mountains and natural beauty around the Center The Triplets contributed to the positive atmosphere.

Motivation training workshop Transcom Chile

We will continue with our Motivational workshops as we are confident that they will help in creating a better working environment for our employees and thereby also benefit our clients and their customers.

Author: Manuel Tamayo

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Transcom Peru starts operations with leading wireless service provider

It is with great joy I announce the growth of Transcom Peru with our new client and state that this is the beginning of new achievements and goals for the Transcom family. The win of this client means that we will fully utilize our site’s capacity. Our new client is the leading wireless service provider company in Latin America.

Thanks to successful program management, all tasks were completed on schedule. The HR department recruited and selected  personnel well in advance of the launch. Team Leads, Quality Agents and Trainers were trained and our Client handled the product training for the new staff.

New service in Transcom Lima

In October 2014 we started the operation with inbound customer service..We will start the training for future campaigns at the beginning of 2015.

Our goal is to excel in all customer service skills and make a difference for our client´s customers. In order to succeed, we have put a lot of efford in the selection process of our new trainers. They all have great expertise in teaching agents on a professional level. It is our responsibility to make sure that the teams succeed, through coaching, feedback and constant refresher training.

We will definitely walk that extra mile to make this a successful project. More information about the operation and our achievements will follow in the months to come.

Author: Alejandro Menjura

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Transcom Lima is the first Latin American contact center to receive Quality Certification UNE-EN 15838

AENOR has awarded our site in Lima, Peru, with the quality certification for customer contact centers according to UNE-EN 15838, a model for quality management and performance in all aspects of the contact center industry.

Transcom’s site in Lima is the first contact center in Latin America to obtain this European certification.

So, on October 14, in a private ceremony at the premises of AENOR in San Isidro and accompanied by Isabel Sánchez-Lozano, General Manager of Transcom’s Iberia and Latin America region, I received the diploma accreditation from Pedro Fernández García, Director of AENOR Peru.

Receiving the UNE-EN 15838 accreditation for Transcom Lima

In his words, Pedro Fernandez stated that “Customer care is a key element in business, affecting the perceived product or service quality as well as corporate reputation, so it must be managed effectively and efficiently. This can only be done through comprehensive quality management systems, like the ones  Transcom uses.”

We are proud to receive this certification, which confirms our commitment to providing quality service to our customers globally. Our Lima site is the third Transcom center to receive this certification, after our centers in Pozuelo and León, in Spain.

Author: Silvia Fernández González

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Transcom: land of opportunities

When I started working in 2001 as a Customer Service Representative for a new company that had just opened a new center in Leon, I never imagined that, after 13 years, I would end up being the Call Center Manager at this site.

I started working as an agent for a new client in the telecommunications sector in Spain. In those days, this was an industry monopolized at 90%, and the challenge was to open the market with a very innovative prepaid product. It was exciting to see how the project started to grow, slowly, thanks to advertising and word of mouth, and how Transcom started to increase its workforce.

At first, the work was a way to complement my studies, but soon opportunities to grow professionally showed up.

When we started working on the first international projects at Transcom León, I did not hesitate to apply for an English-speaking agent position. I can never thank my parents enough for their support during my training and for encouraging me to learn new languages. My managers at this time offered me the week-end team leadership, a role that I had for a year until I finally started to lead a weekday team for an international project.

After some time, the opportunity of becoming Business Manager arose, and of course I applied for it. I wasn’t elected the first time, nor the second, but I persevered. I continued to work as hard as I could to get my opportunity. I got it a year later, when I was promoted to lead international telephony projects, book reviews, and client services for a French bank.

During this stage, Transcom gave me the opportunity to travel a lot: training in Lithuania, meetings with one of our clients in London, Business Manager training in Sweden, visits to support our colleagues in Portugal, etc… Everywhere I travelled, I found the “Transcom seal”. A seal that only those who work with us know: Seal of teamwork and camaraderie. I thank all the colleagues in the countries that I visited for the warm welcome they gave me.

Transcom Leon CCM Silvia Fernandez and part of her team

Years passed, and during that time I grew personally and professionally. I became a mother, and when my daughter was 8 months old, the company offered me the position of CCM!

Transcom showed me then that being a woman and a mother is not an impediment to growing professionally.

I’m very lucky: Working on what I enjoy. I have a great team, without which I would not be here today, but above all, after developing my career in the company, I am able to understand the people performing other tasks in the company: I can see how an agent will feel after a long day at work trying to reach the objectives; what a Team Leader feels like when he/she is in charge of a team of agents and also have to fulfill other responsibilities; what a Business Manager feels like when the client pushes them to achieve the business goals and your CCM pushes you to meet the KPIs…

To all, I say that we work in a company where there is opportunity to improve, to grow, and where you are valued professionally speaking. If you’ve applied for a promotion which you did not get, do not give up on your goal, there are opportunities for everyone!

Taking advantage of the reach of this international blog, I would like to thank everyone who has helped me along the way during these 13 years, from all areas of the company.

Thank you!