My Transcom Experience

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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!

Author: Eimantas Liutkevicius

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Transcom Lithuania celebrates the annual Team Leader offsite

The Team Leader Offsite is an annual event where all Lithuanian Team Leaders and Quality Specialists meet in order to strengthen the bond with Transcom, to get a deeper understanding of our company and the customer service business and of course, to get to know each other.

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This year we traveled to a leisure and business club outside Trakai, a popular lake resort in Lithuania. The topic of the day was “Get to know One Transcom” which was inspired by the vision of the company. All Team Leaders and Quality Specialists had to prepare a presentation about the project they work in, describing:

  1. The main KPIs and best practices in their project
  2. Their main challenges and opportunities
  3. The people on the team

The presentation could be done in any format, such as video, acting, Power Point presentation, etc. As Team Leaders and Quality Specialists usually don’t know their colleagues from other projects that well, we wanted this to be an informative team building activity.

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Team Leader Offsite 2014 was also special because the Human Resource (HR) department participated in the event. This definitely helped Team Leaders and Quality Specialists to be more involved and get a deeper understanding of the HR team’s crucial role in Transcom’s daily business.

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Getting to know each other better was only the first task of the day and soon enough the whole team headed to prepare for the second part of the day: workshops. The team was given eight topics to brainstorm and provide ideas about;  Attrition, Hiring Process Improvement, Team Leader Selection, Team Leader Training Package, Self-motivation, Transcom Brand Awareness, Transcom Events and Office Branding Ideas.  The team really rose to the challenge and provided valuable insights and ideas on how these important and often overlooked issues can be solved. Moreover, Team Leaders and Quality Specialist will now organize teams not only to provide the ideas, but also to be responsible to bring them to life in Transcom’s daily operations.

The main goal of Transcom Lithuania’s Team Leader Offsite is to form a team of involved, active and empowered employees and therefore it is a pleasure to see this ultimate target achieved!

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Author: Eimantas Liutkevicius

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Transcom Lithuania’s employer branding initiative awarded 2nd place in national HR competition

Every year the Lithuanian HR association invites companies to share their best practices for employee motivation, engagement and loyalty that create additional and add significant value to their business. This annual event is a great opportunity to gain insights in the practices that has proven to be successful in other companies as well as share to our own successes at Transcom Lithuania. But– it is also a friendly competition for companies that have developed successful and innovative ways to improve motivation and engagement

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This year Transcom Lithuania decided to participate in the contest and tell more about our own successful employer branding initiative that we call Quality Month.

Our Annual Quality Month is a great experience for every employee of Transcom that combines a fun and result driven environment with discussions about Transcom’s values. It is a great opportunity to feel the thrilling excitement of competing not only with your friends, but also with co-workers from other projects from all over the country, reaching a higher result. All these activities then culminate in the most popular event of the year –the Quality Month Cup, where each employee has the chance of winning first prize. The winner is usually selected via a vote of a committee made up from local management members.

The contest itself differs year by year and this year the theme of the Quality Month was “Transcom World”. We prepared a map with locations of all Transcom sites marked on it and each team was then randomly assigned a Transcom site. Every week teams received points according to how good they did on their KPI targets. Each week the teams also had additional assignments; to create their own contact centre logo, their own mission and vision, to make a regional analysis in terms of the regional call centre market, to prepare a proposal to a potential customer etc.

By using their earned points, the teams were able to buy areas of the world map, and “expand their base of clients” or market. The team that had most territory after a month won the campaign.

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Outstanding customer experience can only be achieved through engaged and highly motivated employees and Transcom’s Quality Month has a proven track record of getting it done. It is for these particular reasons that our Quality Month was awarded 2nd place in the Lithuanian HR association’s national Best Practice competition!

It’s a great pleasure to be noticed and awarded, but most of all we hope that our competitors learned something valuable from us as well, because we found their ideas and practices very useful and inspirational.  It is all about sharing, but it’s also great to deliver an employer branding initiative that is ranked so high!

Author: Eimantas Liutkevicius

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Two Wheels – One Transcom!

It’s becoming a great tradition at Transcom Vilnius to participate in the annual bicycle marathon – “Velomaratonas” – which is the largest cycling event in Lithuania.

Cycling is becoming more and more popular in Vilnius – thus this is a great way to get into the Transcom team spirit, get some exercise and get together with your colleagues outside of the office surroundings – while helping to promote this environmentally friendly mode of transportation in our city.

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It was nice to see all sorts of people joining this year’s team. United under a slogan “Two wheels – one Transcom” we had CSR’s, Team Leaders, HR and BST personnel, Business Managers, etc.

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All team members successfully finished the full distances of 30 km or 20 km, competing against over 7000 other cyclists.

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After finishing the amateur stage – we also had a chance to get together, share our experiences, and watch the professional stage of the event. The overall mood was great throughout the day, a lot of smiles, enthusiasm and team spirit.

We will definitely participate next year.

I could not be more proud of our team – go team Transcom!