My Transcom Experience

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Author: Andris Ozols

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My Career Story – from student to senior multilingual customer experience specialist

I have been working at Transcom Latvia since 2011 and I never thought I would be able to achieve so much in this company. When I first joined, I was still a student and it was a part-time job for me. It was my first job as a Customer Service Representative agent so I had to learn a lot about providing the best customer experience.

During my first project at Transcom, I worked with one of the largest TV Broadcasters in Europe, providing customer care to their customers in Latvian and Russian. When I had learned all the programs, it did not take long time before my team leader wanted me to join another project that had to do with finance and loans. Being part of this project taught me to be precise in every aspect of my work.

Approximately a year later, I heard that Transcom had won a new client – a global on-demand internet streaming network and that we were going to provide support and customer service only in Scandinavian languages. I had been studying Swedish in high school, but I never seriously thought that I was going to use it in my work as my language skills were not at the highest level. I knew that the requirements were very high. But I still thought that this would be a great opportunity for me as it would give a boost to both my career and my income.

As I was going to speak with people who are either fluent in Swedish or for whom the language is their mother tongue, I started to study Swedish at the beginners level.  After a few months I served our client’s Swedish customers in flawless Swedish.

Then, I got a proposal to move to another multilingual project at Transcom Riga, where customers are served in Swedish and other Nordic languages as well. I was very worried but after some time, and with the help of my team leader, the support of my friendly colleagues and probably due to my customer care experience, I was able to develop my language skills to a sufficiently high level. Subsequently, I was able to communicate with customers without any difficulties. After some time I was able to take on extra responsibilities as a Senior CSR agent, including  call evaluations, IT support for agents, training new hires, assisting team leaders, and much more.

My latest achievement this year was to be chosen as a member of the European Work Council, representing our site in Latvia. Thanks to this assignment, I was able to travel to Spain in June and had the opportunity to meet our CEO Johan Eriksson and many other people, who are in charge of Transcom, in person.

My job at Transcom has given me a lot of great experiences and I have grown as a person. I am grateful for having this job and the career opportunities it has given me so far. I hope to reach new heights in the nearest future.

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: Kadri Hein

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Grow with Transcom – Career stories from our employees in Estonia

At Transcom Estonia we recently celebrated our 13th birthday. During the festivities we congratulated our 15 employees who had worked with Transcom for more than ten years as well as another 40 people who has been with the company for at least five years.

A majority of our team leaders, product specialists, quality analysts and every second business manager and training & quality manager started as agents. The career path of our employees can evolve vertically as well horizontally, either way the journey is interesting and challenging and gives the opportunity to develop personally as well as professionally.

“Helina Kuljus, Business Manager and Juulia Jürgens, training & quality manager celebrating their graduation fromTallinn School of Economics, Quality and Environment Management (2 year professional higher education program earlier this spring.”

Helina Kuljus, Business Manager and Juulia Jürgens, training & quality manager at Transcom Estonia celebrating their graduation from Tallinn School of Economics, Quality and Environment Management.

Our business manager Helina Kuljus and training & quality manager Juulia Jürgens both started in junior support roles. Here are their career stories:

Your first job at Transcom and current position?

Helina: “I started as an inbound and back office agent five years ago and worked in different teams providing customer care for several clients.  I then advanced to product specialist, team leader and business manager.”

Juulia: “When I first joined Transcom eight years ago, I worked as an inbound agent. Then I stepped into the shoes of being a team leader and after five years I took on the responsibilities as a training & quality manager.”

How would you describe the opportunities at Transcom for young people who start out as agents or in junior support roles?

Helina: “Transcom is a good place to work at because it teaches you how to work.  For youngsters who are in the beginning of their career I would advise not to be afraid of contact center job standards as quality and efficiency targets. Being measured and given the opportunity to improve is a valuable experience for your future professional career as it gives ideas how to do things better.  

Juulia: For newcomers who have recently started working in Transcom, I recommend to be brave and not to give up because of bumps on the road. Keep in mind to provide excellent service and practice up-sale and take the chances to develop within the company.

What do you need to succeed at Transcom?

Helina: “If you want to advance your career you need to have good work results and communication skills.

Juulia: “The idea to apply for the team leader as well as the training & quality positions came from my colleagues.  The good examples of my TL and TQM motivated me to try new assignments; I wanted to prove myself that I can manage as good as my superiors.”

What do you like the most about a career at Transcom?

Helina“Having several positions in the company has provided  me with a greater understanding of our business. What I value the most are the people I have worked with, the experience that I have gained by handling difficult situations and the opportunity to use different languages. Seeing results, facing challenging situations and startups with new clients is what I enjoy the most and what motivates me. Continuous learning and gaining new experience keeps me going and it never ends, there is still much to learn. In our business there are a lot of changes, and you need to be open to them in order to move forward. “

Juulia: The best thing about my career path is that I know what it is like to be an agent and team leader and therefore understand the people who work in those positions today. The biggest motivation throughout my day are still and only all my colleagues around me. The most pleasant part of my job is to keep high level of quality to our clients and then to see the results as well as agents develop. 

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!