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Author: Frank van Vels

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Transcom’s contact centers in the Netherlands and Germany achieves COPC Certification

Transcom is very proud to announce that it has achieved certification to the COPC Outsource Service Provider (OSP) Standard, Version 5.2, for its contact centers in Groningen (Netherlands) and Rostock (Germany).

The contact centers in Groningen and Rostock are the first sites within Transcom be certified to the COPC OSP Standard. The certification proves that Transcom is able to deliver outstanding customer services, with the focus on customer satisfaction, cost reduction and employee satisfaction that conform to the highest international standards and which have met operational targets, business and client objectives.

The COPC OSP Standard is a comprehensive and integrated performance management system for customer-centric service operations and is the original standard in the COPC® Family of Standards. Created in 1996, the COPC OSP Standard remains the most prestigious and widely recognized certification program for operating and managing a high-performance customer contact center.

“We are extremely proud of this achievement in both of our sites. Delivering the perfect customer experience has always been our focus. Moreover, following the COPC OSP Standard guidelines has optimized our performance and gave us a clear direction in executing new projects and in achieving growth or change at our centers. The team has proven that we are able to deliver an outstanding customer experience by making sure our interactions meet high quality standards,”says Lars van der Las, Global Operations Manager for Transcom.

The COPC CSP Standard is considered the global benchmark for excellence within the contact center industry, and achieving the certification demonstrates high level of operational and service excellence maintained consistently.

From left to right: Lars van der Las, Global Operations Manager, Christian Hulthén General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

From left to right: Lars van der Las, Global Operations Manager, Christian Hultén, General Manager, Transcom North Europe Region, Johan Eriksson, CEO, Transcom

 

Author: Frank van Vels

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Transcom Netherlands wins the Dutch National Customer Contact Week Jury Award

Transcom, based in Groningen, is proud to announce that we have won the jury award during the Dutch National Customer Contact Week 2016.

The proud management team of Transcom Netherlands receives the award in Groningen.

The proud management team of Transcom Netherlands receives the award in Groningen.

This special week is organized annually to give customer contact specialists some extra attention. The theme of this week was ‘Love for our profession’.

All kinds of activities were organized during the week by the local FUN organisation (a group of employees responsible for events at Transcom in Groningen) such as; employees could surprise a colleague with a personalized heart, a day full of fruit including smoothies, a food truck with delicious “stroopwafels” (dutch waffles).

All 1 200 employees received a rose with a personal message from the Country Manager Joop Evers and on the final day, everyone could spin the feel of fortune to win a prize.

The jury described Transcom as:

“A successful and extremely fast-growing contact center where, despite the developments, employees were not forgotten. Transcom creates a very positive and enthusiastic atmosphere which stimulates success.”

Even the judges want to work for Transcom!

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.

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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.

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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.

How Transcom Netherlands uses role play to embrace good leadership

Within Transcom Netherlands there’s strong focus on personal development for our team leaders. As mentioned by Manuel Alcaide in a previous blog post:
“middle managers’ leadership can make the difference between success and failure of services and projects”.

Therefore we started with the first ‘Team leader Development Plan’ (TOP) half a year ago.

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TOP consists of four training sessions on topics such as: Transparent Management, Feedback, Coaching and Time Management.  The intention of the training is: How can I apply the theory in my role as a team leader?

Theory is practiced through role plays. To make it more realistic we have invited an actress to simulate difficult situations that can occur daily.

Coaching is another successful method that has been used between several training sessions. The aim of the coaching is to help the team leaders actually apply the theory in practice. For example, we looked at: Which part of the theory can be applied within your team? And more importantly, how?

Because of the positive response, we’ve decided to continue with our TOP-project. Each month we will start with a new group. Fourteen candidates have already been enlisted.

Collage Transcom Netherlands Team Leader Development (TOP)

 

Author: Martijn Steenbergen

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Cooperative recruitment event with Transcom and Unique

On Monday the 3rd of August, Transcom Netherlands and Unique attended a business fair. Unique is our inhouse recruitment agency. Together with them we organized an information event for new students in Groningen. Every new academic year, there is a week full of activities for new students to get to know Groningen. This is a perfect time to promote Transcom, the work we do and to recruit new potentials.

To make it even more attractive, we arranged a competition. Every new student who signed in also joined the competition. Three of them had the chance to win an Ipad. This was a great success because a lot people were searching for an interesting job and left their personal data.

A few weeks later, we were able to announce the winners and made them happy with a new Ipad. We now have a lot of potential new colleagues to fill open positions for several clients!

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Author: Martijn Steenbergen

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Transcom Netherlands collects old devices disassembled for reuse to support disabled people

Some of our employees at Transcom Groningen turned out to be kitchen wizards this summer. They participated in a pie baking competition that they organized themselves. Colleagues who were less useful in the kitchen could join too. Pieces of the pies were sold for only € 1. Thanks to the efforts of the cake bakers and other generous colleagues, 154 euros were raised.

Transcom Netherlands wants to give more attention to activities related to people whith mental or physical disabilities. The pie baking competition is part of an event for ‘Resaikelfabriek’. This is a manufacturer where people with mental disabilities dismantle old electrical appliances for reuse as a daytime activity. Two interns at Transcom Groningen organized a fundraiser. They asked all colleagues to join the event or support it. Until now, five full containers with old devices have been sent to ‘the Resaikelfabriek’. The campaign will run until October.

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