My Transcom Experience

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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

 

Author: Per Egil Bråthen

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Red Cross and Transcom Norway obtained 15,000 new sponsors!

On Saturday December 14 it was time for the yearly TV show on TV2 Norway called “Røde Kors Artistgalla”. It is a two hours long live show focusing on the work and different projects that Red Cross carries out throughout the world with the purpose of getting as many new sponsors to those projects as possible. And let me say: This time it was a huge success!

From left: Øistein Lund (CCM), Stine Antonsen (Projectleader) and Jon-Ivar Nygård (Major Fredrikstad)

From left: Øistein Lund (CCM), Stine Antonsen (Project leader) and Jon-Ivar Nygård (Mayor Fredrikstad)

 

It is the fifth time in a row Transcom Norway gathers a lot of volunteers to answer all the calls from those who want to become a sponsor. This time we were about 160 persons from local politicians, football clubs, and schools and of course our employees and their family and friends. Local businesses provide other necessary things to make this event a professional arrangement.

During the TV show our volunteers answered about 5,000 calls and got about 4,900 sponsors. In total 15,000 sponsors were obtained through Facebook, Internet, SMS and other media channels this weekend!

Representatived from Red Cross

Representatives from Red Cross

This year’s message from the Red Cross TV show was Together we help children in crises. The income from the sponsors will be located to help children and their families to survive in countries ravaged by war, conflict and poverty. Therefore Transcom Norway is proud of being a partner for Red Cross and we hope we can make a difference by this.

We’ll be ready for the next time!

Hanne Bjørnstad and her daughter

Hanne Bjørnstad and her daughter

Author: Per Egil Bråthen

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Finally project launch!

This month, several weeks of training, hard work, focus, concentration and learning new things came to an end with one goal in mind: Creating Oustanding Customer Experience!

During the training-period, our fantastic employees really demonstrated their potential. For the first time since the start-up of this project in the late summer, we are now testing our ability to deliver as agreed.

Monday morning at 7:30 a.m., the Quality Manager and Sales Team Leader served breakfast in the call center to get a healthy and flying start. And that was exactly what we did. During the first week, we were in full production state according to plan. Looking at what was accomplished during the week, it is clear that the training period was successful. I would also like to use this opportunity to highlight the enthusiasm, motivation and dedication shown by our Agents selected for this project – without them we wouldn’t have been able to create this success together!

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From left: Daniel Frydenlund, Sonnie Førrisdahl and Erik Bilock.

As Training & Quality Manager for Norway, I must say that I’m looking forward to following up on this team and the project. I’m quite sure that the interesting approach to training and the team’s innovative thinking will yield good results leading to… Of course: Outstanding Customer Experience!