My Transcom Experience

Posts with tag "Transcom Lithuania" RSS

Author: Alina Andriatyte

Tags: , ,

Transcom’s Shared Service Center in Vilnius supports fundraising inititative for families of children with cancer

In December 2016, Transcom Shared Service Center Vilnius (SSC) decided to organize a fund raising for a good purpose – to support an initiative of building a home for families of the children with oncological diseases.

Every year about 100 children under 18 are diagnosed with cancer in Lithuania. Recovering from this disease takes from half a year up to several years, depending on how advanced the cancer is. When the child gets ill – the whole family is affected by this illness as well. Only one parent can stay with the child in the hospital, while other family members stay apart. To ease the situation for these families and give them a possibility to get through this rough time in their lives standing strong together we invited the whole Shared Service Center to contribute to the project of building a home! This home will be located near the biggest oncological center in Lithuania.Here the families will get medical care from pediatricians, pain specialists, medics,oncologists, but they will also have access to different art and music therapies. The aim with the home is to help families get better both physically and emotionally.

Transcom’s fund raising event was initiated together with fun activities for the whole department including snacks, fun videos remembering what we achieved in 2016 and what we are looking forward to in 2017. Also, we received many cheerful Christmas video greetings from our colleagues we work with daily from all over Europe, the Philippines and North America – really building a feeling of One Transcom! During this wonderful time of the year we are so happy to contribute to making good things happen.

SSC Charity campaig

 

Author: Alina Andriatyte

Tags: , , , , ,

Work and studies – mission impossible? Definitely not!

Every year, the Transcom Lithuania team engages in an interesting, informative and usually highly entertaining talent search. This spring was no exception – we searched for talents in the Career days of the 7 biggest universities in Vilnius and Kaunas, where we had an opportunity to chat with nearly 600 students.

It isn’t surprising at all that one of the most important things for students is the ability to manage both their studies and work. Many believed that this was a mission impossible and therefore were surprised and happy to see that at Transcom, that’s not an issue at all. Our current employees, who are students themselves, joined our HR team at the event to share their experiences of how easy it actually is to combine studies with working at Transcom. Their enthusiasm, real-life stories and fun facts prove that not only is Transcom a friendly and informal organization, but it also makes a lot of effort to be as flexible as possible and allow students to combine work with studies.

It gets better – our chats with students not only proved that working and studying is not impossible, but it also showed that the first job doesn’t have to be a temp job. Over 80% of our managers have been promoted internally and most of them started working while studying!

All in all, this spring’s talent search was very fruitful – not only did we manage to debunk a couple of myths regarding work and studies, but some of the new talents we spoke to have already joined our team. So is working while studying a mission impossible? At Transcom it’s definitely not!

LT-Career days 2016

 

Author: Alina Andriatyte

Tags: , , , ,

Transcom Lithuania recognized at the National Responsible Business Awards

Transcom Lithuania is happy and proud to announce that we were recognized at the National Responsible Business Awards 2015, organized by the Ministry of Social Security and Labor of the Republic of Lithuania, as a “Workplace of the Year”. The awards were given to national and foreign companies operating in Lithuania to recognize the contribution to socially responsible practices and initiatives that benefit companies and society by strengthening social welfare as well as minimizing negative impact on the environment.

This year, the National Responsible Business Awards were presented in five categories – “Workplace of the Year”, “The Most Socially Oriented Company of the Year”, “Environment-friendly Company of the Year”, and the main category – “The Socially Responsible Company of the Year”. To further promote the importance of healthy lifestyle, this year the award of “The Most Athletic Company of the Year” was also introduced.

Transcom Lithuania was awarded with a “Workplace of the Year” certificate, which acknowledges that our work environment is based on honesty, accountability and socially responsible practices, designed to strengthen social awareness. It’s a great honor to be recognized among leading companies in the market for applying the values and practices that are rooted in Transcom’s culture. Transparency, honesty, a high level of accountability and promotion of socially responsible practices throughout all aspects of our daily work has long since been ingrained in Transcom’s culture and we are therefore pleased to be recognized and to contribute to our society as a socially responsible workplace.

Transcom Lithuania representatives together with Algimanta Pabedinskienė Minister of Social Security and Labor of the Republic of Lithuania (second from the left)

Transcom Lithuania representatives together with Algimanta Pabedinskienė Minister of Social Security and Labor of the Republic of Lithuania (second from the left)

Transcom Lithuania Management team

Transcom Lithuania Management team

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.

award

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.

award2

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.

Author: Asta Ivanickiene

Tags: ,

Transcom cares in Lithuania – attitude makes the difference

Transcom Lithuania has joined a professional volunteering initiative called “Kam To Reikia?!” (“Who needs it?!), aiming to help students understand the value the subjects they study at school will have in their future life thereby increasing their motivation to study and assisting them in choosing a career path.

There is a significant gap between theoretical knowledge and practical application. This initiative helps in bridging those seemingly separate areas into something the students can understand and own. Through giving lessons at school and inviting students for shadowing, we try to show students the meaning of studying through real-life examples, explaining how knowledge gained in school can be applied in daily processes at work.

But it’s not only about the knowledge. During the lessons, we discuss different ways of preparing for their career while still being a student. Mainly, we speak about recruitment process and competencies, with a special emphasis on attitude, which is often overlooked by young people.

Competencies

Transcom is a company that often values willingness to learn, potential, positivity and other traits more than professional skills. This is very important to young people who want to start their career, but don’t have any experience. That is where attitude becomes crucial and that’s exactly the message we try to convey to students – it’s not always about what you know or can do, but rather who you are and what you want to do.

By shadowing at Transcom, students experience a day at a contact center. They get to experience our environment, speak to our people and gain firsthand knowledge of what is required to become part of our team. We show them our “real-life” picture and it’s a great pleasure that, by the time they’re leaving, many of them promise that when they start looking for their first job – Transcom will definitely be the first on their list.

It is very satisfying to connect with young people and feel that we are making a difference in their lives.

Kam to reikia1.pptx

Euro adoption in the Baltics strengthens Transcom’s near shore offering and attracts multi-language skilled people

The Baltics were severely hit by the financial crisis in 2008, but the region has made a remarkable recovery in the last few years. The implementation of the Euro in Estonia and Latvia has contributed to financial stability, a booming economy and a rise in productivity. As Lithuania will adopt the Euro in 2015, hopefully they will see the same positive outcome.

Riga by night

As for Transcom Baltic’s operations, we have had a strong positive development, both regarding growth and the range of  near shore services we provide.

Transcom Estonia has increased  its revenue by one third in the last five years, much of it driven by our near-shoring business. During the same period, we have expanded our multi-language offer and now provide customer care services in ten different languages: Estonian, Russian, Finnish, English, Swedish, Norwegian, Danish, Italian, French and German.

Transcom’s growth development in Latvia has been even more impressive. While the revenue has increased by 60 percent since 2009, our  international business has grown from three percent to an expected share of 50 percent this year. From our site in Riga, our 400 customer experience specialists now offer services in Latvian, Russian, English, German and all the Nordic languages.

In Lithuania we have offered near-shoring services since 2003.  Since then we have increased the business significantly.  Eleven years ago, we started with 12 agents offering service in English to one UK client,  now 50 percent of our total workforce (nearly 300 employees) serve eight international clients in English, German, Italian, Spanish, French, Polish, Russian,  Estonian and Latvian languages.

Although local clients are as important to us as international clients, taking into account the size of the local market in the Baltic Region, it is inevitable for us to continue to look for new prospects from neighbouring countries.

How to find people with multilanguage skills

Can we find enough people who speak different languages?  Sometimes it is a challenge as we are looking for a very high and professional language level. Almost all our people who are providing services in languages other than their mother tongue have lived, studied or worked abroad, and they have practiced their language in the native environment. We have also been very succesful in attracting native speakers from all over Europe. These people love to work in an international company like Transcom and appreciate our supportive, yet demanding atmosphere:

Valentijn Hart TL Transcom Estonia

Gary John Coning Team Leader Transcom Lithuania

Kirsti Seljenes Agent Transcom Latvia

Our clients not only expect our people to speak the language well, they also expect them to be real customer experience specialists with the ability to understand customers’ needs and offer the best solutions.  The nature of the service has changed – customers are no longer calling in to ask simple questions or place a simple order. They call or email to solve a complex problem.  In the near future we expect more customers contacting us via chat and that we will have more interactions via Twitter and Facebook.

So the customer service world is changing and Transcom is happy to face this challenge!