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Author: Åsrun Pedersen

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Transcom Norway wins prestigious customer service award

 

Northern Europe’s largest customer care conference is held in Norway every spring. It is an annual event for managers and other decision makers within Customer Care Industry.

During the conference, the winners of one of the most prestigious awards based on a very comprehensive qualitative survey are announced as well. The survey is based on a number of observers pretending to be customers (mystery callers), who contacts a wide range of Contact Centers. The “mystery callers” then rate the service in various criteria as for example; general information, reception and welcome, clarification and counseling, closing and overall impression.

Transcom Norway won the best customer service award in both the mobile industry and the broadband industry. Out of 108 Contact Centers were we also voted the best Contact Center in Norway. The Customer Price “Best in Test” has a high star in the industry, and is the only test of selected service centers in Norway where it is awarded a winner regardless of class.

With this, Transcom Norway reached the high goals we set for 2015. Through hard work from many dedicated persons, we won the award for Best Contact Center 2015. And this qualifies for a high-end celebration. Our client invited us all to a gala evening with James Bond theme.

We were met with champagne and live music. Everybody dressed up in evening gowns and tuxedos, the welcoming area was decorated with gold and glitter, and of course a large cardboard of James Bond. The dinner area was filled with lights and music when we walked in on the red carpet and made us all feel like stars.

Both the Awards and the gala evening gave us a memory for life. And Transcom Norway is now ready to take on new goals. The sky’s the limit!

Customer Service Award Transcom Norway_Collage

Author: Oisten Lund

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Transcom Norway moves to new premises in Fredrikstad

Having housed Transcom Fredrikstad in the same premises since the startup in 1997, in April the time finally had come to move to our new premises. As the former building was old and worn, our employees and clients had looked forward to the move for a long time and are very pleased with the new facilities. The building is specialized to meet Transcom’s business requirements as well as the requirements of health, safety and environment for our employees.

Transcom Norway’s new office in Fredrikstad.

“This is facilitated for those who work here, both in terms of cooling, air and light, and I think everyone is happy”, said Landlord Property Manager Runar Helgesen.

The planning started back in 2012 . The building was ready for occupancy after a 9 month construction period which started during the summer of 2014.

The move was an important event for Transcom and several prominent guests were invited to the official inauguration. Among the guests were our employees, representatives from our clients, the landlord and other business partners. The premises were officially opened by Jon-Ivar Nygård, Mayor of Fredrikstad:

“With these great new premises, it’s just for us to celebrate. This means Transcom are investing in our city and that you want to be here”.

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The premises was officially opened by the Mayor of Fredrikstad, Jon-Ivar Nygård

 

From left: Landlord Property Manager Runar Helgesen, Mayor Jon-Ivar Nygård, Country Manager Transcom Ole Sommer-Erichson and Landlord Terje Høili

From left: Runar Helgesen, Landlord Property Manager, Jon-Ivar Nygård, Mayor of Fredrikstad, Ole Sommer-Erichson, Country Manager Transcom Norway and Landlord Terje Høili

 

Author: Simon Kapstad

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Legendary football player inspires agents in Transcom Norway

A few weeks ago, Transcom Norway had a visit from one of our clients, a leading Nordic TV-distributor. The aim with the visit was to deepen our agents’ knowledge about their products in order to drive sales as well as improve the service we provide for their customers. Our client also had invited a special guest, Erik Thorstvedt – one of Norway’s greatest goal keepers. Listening to Erik, talking about motivation and his vast knowledge about football was a great inspiration for our employees. You could feel the excitement and joy of having this great personality here. It was a day full of motivation and joy for our agents!

Football Legend inspires agents in Transcom Norway_Collage

Author: Camilla Haugs Eilertsen

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Transcom Norway defines their business culture

A Business Culture project is being implemented throughout  Transcom Norway. We would like to take care of the parts of our culture that we think is right, and remove the parts that are wrong. We have to be clear on how we do things and why.

Culture is a key component in business and has an impact on management, decisions and all business functions from accounting to production. Business culture is related to behaviour, ethics, etiquette and more. A business culture will encompass as the organization’s values, visions, working style, beliefs and habits. A positive culture will contribute to a positive working environment. But if you have a negative culture, this will very quickly ruin a good workplace.

At Transcom Norway, we like to think of our business culture like “the way we do things around here”. The idea behind this project is to eliminate the parts of our business culture that does not work, and at the same time continue to strengthen and make the good business culture more visible. All leaders and the whole administration are included in this project. We are divided into different groups, all working on different parts of the business culture. Examples of themes that we are working on are;

  • Communication
  • Rituals
  • Leadership training
  • Recognition of new employees
  • Leaders as good role models

One of the things that are well rooted in our culture is our monthly happenings. These can be everything from a great Halloween party to serving ice cream to the agents. The most important thing about these happenings is that leaders and administration do something for the agents. We believe that this will help reducing the gorge between leaders/admin and agents and give the agents a boost of well-being and everyday-comfort. All of  this brings us a great business culture that increases ownership, customer satisfactory and revenue.

Collage Business Culture Transcom Norway

Transcom Norway site gets all time high Customer Overall Satisfaction score in June 2014

Transcom Norway’s Rolvsøy site delivers good Customer Overall Satisfaction results every month.  There has recently been further improvement and Customer Satisfaction score reached 87.3% Top 2 Boxes (very satisfied and satisfied customers in 5 point scale with neutral midpoint) in May while the result in June was an all time high score: 88.2% Top 2 Boxes.

So what did we do to get these results? The process starts with Recruitment, finding the right people for the job. We are looking for employees with positive energy and a certain “glow”. Basic Training has undergone a makeover with a new structure focusing on soft skills. In addition to the product and service knowledge, Agents learn and practice how to disarm a possible conflict. This gives Agents confidence and helps them earn customers’ trust. The work environment is unique due to the excellent cooperation we have – Quality Analysts, Team Leaders and Agents work together to find the best possible way to give the end user world-class customer service.

Transcom Norway has excellent cooperation with the Client and this is the main reason we are able to reach fantastic results. The Client invited the call center to a wonderful evening with glitz, glam, great entertainment and great food on May 9, 2014. Transcom and Client employees walked down the red carpet in beautiful ball gowns and suits, feeling like stars. There was an awards ceremony where among others Best Seller, The Year’s Newcomer and the best Team Leader were awarded. It was a fabulous evening that people continue talking about today.

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To keep the continuous focus on Customer Satisfactio,n the contact center organizes different activities once a month. We call it CSAT happenings. Transcom’s Quality department together with the Client representatives not only give Agents a morale boost but also acknowledge their efforts with end customers.

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Author: Per Egil Bråthen

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Transcom Norway gives long-term unemployed youths a second chance

To ensure a high quality recruitment process with a strong local connection, Transcom Norway is working in close cooperation with local labor authorities called NAV (Norwegian Labour and Welfare Administration). The motto for this operation is to be considered as being an “Inclusive Workplace”.

During the last six months Transcom has participated in a project with the purpose of giving long-term unemployed youths with health problems a job. This project has proven to be a success for all involved parties as we now have several participants that are fully employed at Transcom Norway.

Pictures from Idebanken.no

One of these employees is Jonas Svendsen. He has waited a long time for the right job opportunity. Jonas was looking for a workplace that was both social and focusing on helping other people. He discovered that working with customer service at Transcom was a perfect match for him. Now Jonas is employed as an agent helping customers with technical challenges, subscriptions and other requests.

 

- It’s a great working environment here, says Jonas. I really appreciated the good and comprehensive training I got.

Good training the key to employment

The training lasted four weeks and was done in modules with quality tests after each session.

Øistein Lund, Contact Center Manager, states that Transcom is constantly developing and improving the training process.

Good training is crucial for both the quality of the customer service we deliver and for making the employees enjoy their job at Transcom. More than 50 percent of our employees have worked at the company more than three years.

Furthermore, Øistein says that by offering the long-term unemployed NAV participants an extended and customized training,  they are more likely to be able to keep their new job.

We are very satisfied with the results of this project; we now have new very skilled and loyal employees, who are enjoying their new job. As Transcom has been named the best call center company in Norway four times in a row, that also means that we have grateful and satisfied customers as well, Øistein summarizes.

Susanne Wilkenes from NAV put it this way:

The effort from Transcom shows that the company is a generous and an inclusive company. This is what we would like all “Inkluderende Arbeidsliv” companies to be like. During their time at Transcom, all participants gained valuable experiences, even if all of them did not get a position.

Sofia Karlsson was the teacher during the training period. - I really appreciate when the training is successful, she says.  Pictures from idebanken.no

Sofia Karlsson was the teacher during the training period. – I really appreciate when the training is successful, she says. Pictures from idebanken.no