My Transcom Experience

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How to transform an inbound support service from a cost into a profit generator

About 18 months ago, one of our clients launched a new inbound service, designed to handle technical support. As in most of the support services we handle for this client, this project included no profitable activity.

But Transcom’s extensive experience in developing and launching sales services within a short timeline allowed us, after four months of starting the initial project, to begin working together in analyzing the service cost from our partner’s point of view. We started to check all possible new activities that could generate profit and contributing to improving our client’s cost effectiveness.

The defined path to achieve our new common goal resulted in a total re-organization of the technical support service; adding to each call an Up Selling and Cross Selling part, offering  new high value products and maintenance insurances.

Thanks to this initiative, our client reduced the original cost for the support service line by adding direct revenue, generated by the new sales service.

Still, we had to maintain and even increase the positive focus of the team that just had a selling task added, which we managed with the distribution of incentives offered, in a regular basis, by Transcom and our partner, always in a “special offer moment”:

Transcom Portugal distributing incentives

 

And it won’t stop! Being Transcom, and following a Continuous Improvement strategy means that we are already working on the next level…

Author: Adriana Tavares

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The sweet taste of Transcom Cares in Portugal

Last December, Transcom Portugal made a donation to a local institution that is small in size but very big in the difference they make in the lives of the people they care for. AFPAD supports disabled people throughout their life, providing them with the needed care, but also with their best possible integration into society. The donation was made in the context of our CSR-program Transcom Cares.

AFPAD logo

AFPAD was also elected as the institution Transcom Portugal will support in 2014.

We have already started to organize regular collections of food, clothes, shoes, toys, and books that are delivered to the organization on a monthly basis.

Other activities we plan for during 2014 are to organize a selling exhibition of some of the handicrafts made by the disabled people at our Transcom Ribeirão site and, together with our people, volunteering actions, such as building up an organic garden or the recovery of their interior and exterior gardens.

In parallel, and despite the fact that it’s not mandatory by Portuguese Law, we believe that Transcom can provide work suitable for people with certain types of disability and we have been studying the possibility of increasing the number of disabled people that work with us.

In a very much appreciated “thank you” gesture, last month people from AFPAD came to pay us a surprise visit to offer a cake, baked by them.

The most memorable moment from their visit was without a doubt the smiles on their faces while observing a reality so different from the one they are used to in their daily routine!

Author: Adriana Tavares

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Talking about motivation at Transcom at ExpoRH in Portugal

ExpoRH is the biggest annual HR event in Portugal and this year’s event attracted 2,500 delegates. The conference lasts for two days and covers different aspects and trends within human resources.

This year, Transcom was invited to talk about our experience and practices, together with companies such as Microsoft, Bosch, Henkel, McDonalds, Samsung, AstraZeneca and Johnson & Johnson, among others.

On the theme “Is employee motivation based on monetary rewards? Is it possible to motivate with non-monetary factors?” we shared our experience on how we keep our people motivated in a workplace were around 80% of business is based in outbound sales, which is the case at Transcom Portugal.

Talking about motivation Transcom Portugal

In fact, there are no big secrets. We inspire our agents to run that extra mile that makes Transcom different from our competitors by using:

  • Transcom’s three values – Passion, Excellence and Innovation
  • Adding attainable but challenging goals
  • A fair and transparent evaluation method
  • Continuous support
  • Creating a dynamic environment and moments of fun
RHExpo Portugal

A selection of different motivation activities we had during 2013.

Altogether, these tools are an important reason why Transcom reached the record score of 93% in employee satisfaction in 2013.

Our “external medal” was received when Mercer’s Marsh Benefits speaker mentioned  that happiness is in the end the most important thing in life and maybe the most difficult one to achieve in an organization and stated:

Transcom knows how to make their people happy!

And this quote and recognition made us at Transcom Portugal very proud and happy!

Author: Adriana Tavares

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Nine months of successful multilingual technical service in Transcom Portugal

In Transcom Portugal, March 2013 was marked by the start up of a totally new project. After an intense month of practical training, provided by the Portuguese and Spanish quality Managers from our client, that transformed our main training room into a technical lab filled with electro domestics from 13 different brand families, we launched a new bilingual service for technical support.

Lab_transcom Portugal

For this customer we manage technical support and after sale in Portuguese and Spanish and Catalan.  We help our client’s customers to solve small  problems they have with their electro domestics or to schedule technical visits and to extend their machines guarantee.

Since the agents have practical training in each electro domestic device, they will always have the most updated information to provide the customers with, no matter where they are calling from. This means that every time a new device is launched, the agents have full knowledge about how it works, as well as which might be the main technical problems that are possible to occur.

As evidence of the customer experience we are delivering is the fact that the client organized a lunch in September inviting all team members to celebrate the Project’s six-month birthday!

Transcom Portugal_lunch

So far, we can call the outcome of this new project a success – we have reached 100% of the client’s targets, including exceeding some of  their historical best results, which has opened  the doors for Transcom Portugal to implement new products and start a new cross-selling activity in 2014!

Transcom Ribeirao gives a hand to the “Pajama Day”

In November 20th 1989, United Nation’s International Convention of the Rights of the Child stated the following on its preamble:

“The child, for the full and harmonious development of his or her personality, should grow up in a family environment, in an atmosphere of happiness, love and understanding.”

In Portugal 95% of the almost 8,600 children that are separated from their parents live in institutions, only 5% finds a new home in a foster family.

Due do this fact each 20thNovember, Portugal celebrates the “Pajama Day”. On this day, all children under 6 years associate themselves to a noble cause and go to school dressed up in their pajamas, in order to call attention to all children’s need and right to have a place they call home.

The activities that happen through the day involve the children, their parents and the community and are showed on the television and on media web sites.

Pajamas_Day_Transcom

This year Transcom Portugal contributed to the “Pajama Day” cause by working together with the institution that promotes it and preparing kits that are sent to the schools in early November. The kits are then distributed to the children with instructions. The package also contains a paper piggy bank, shaped as a home that the children use in order to collect money from its family, friends, and neighbors… to help finance a home for the children that don’t have one.

All together we prepared 7,450 kits! And, with the help of our voluntaries, Transcom Portugal will go on with this partnership, trying to put a smile in the face of those homeless children.

Author: Fernando Oliveira

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Transcom Portugal celebrates its first ten years!

Transcom Portugal celebrated its 10th anniversary this year!

Transcom Portugal was established in 2003 with approximately 200 employees serving a single client. Since then, we have added many new clients in various industries. Our team has worked closely together, always with the objective of delivering great customer experience and solid operational results for our clients. We are grateful for our clients’ trust in us, which has allowed us to grow and develop together over the years.

10 Aniversary Transcom Ribeirao

Since we made this 10-year journey together, we couldn’t imagine celebrating in any other way than as a team. The celebration of our anniversary had to be a meaningful and unforgettable team moment. We invited all of our employees to help decorate the site and we surprised everyone with a Lip Dub activity, ending with the traditional anniversary cake. All Transcom Portugal team members received the DVD as a souvenir!