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.
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:
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!