My Transcom Experience

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Author: Marie Fjällrot

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Transcom Sweden participates in Step Count Challenge in association with Save the Children

During five weeks in April and May, 273 employees from three sites in Sweden and the Corporate Head Office in Stockholm participated in a Step Count Challenge in association with the organization Save the Children.

For every participant, 50 SEK was donated to Save the Children’s global project EveryOne, which has as a goal to reduce child mortality with two thirds by the end of 2015.

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The number of children dying in the world has gone down dramatically since 1990. But still every year 6.9 million children – nearly half of them newborn babies – die from illnesses that can easily be prevented or treated.

Save the Children’s vision is that no child under the age of 5 should die from preventable causes, and that public attitude will not tolerate a return to high levels of child deaths.

Besides daily exercise and a good conversation topic in the office the participants from Transcom AB and Transcom Worldwide AB contributed with 13 650 SEK in total to this project.

Together we walked 76 555 194 steps, equivalent to 1.4 laps around the globe.

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Five happy participants from the site in Umeå.

If you would like to read more about Save the Children and their campaign Every One please click here.

Transcom Sweden offer agents Workforce Management on their smartphone

I am very pleased to announce that we have recently implemented a revolutionary app for Transcom’s agents in Sweden starting in Eskilstuna.

The mobile app allows agents to access their individual future schedules on their Smartphone.  This takes way the need for paper schedules and having to go into work on their day off to find out their future working patterns.

Transcom Sweden offer agents Work Force Management on their smartphone

The agents can access the app 24/7 which has assisted greatly in receiving the schedules sooner and being able to plan their diary and work life balance for the coming month. The functionality also allows shift trades with team colleagues as well as review holiday balances and approved holidays. In addition, the app tracks an agent’s productivity and performance which is accurate and updated in real-time.

I recently held a focus group in Eskilstuna and the feedback was very positive:-

“It is a great tool and I really like the scheduling overview”
Philip Todorovski

“The app is very is cool, I like the productivity information”
Alexander Jonsson

We now have 750 employees in Sweden using the app and I expect further enhancements to increase the functionality further.

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: Anna Meijere

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Transcom certifies seven new Lean Six Sigma Champions

Hundreds of companies around the world use Lean or Six Sigma methodology for product and process improvement to achieve financial performance breakthrough and increase customer satisfaction.

Transcom is on this journey as well. Seven account managers for one of Transcom’s global clients recently attended a Lean Six Sigma Champion Training and Best Practice Workshop in Stockholm, Sweden.

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Our people truly are Transcom’s greatest asset and after completing the Champion session, these seven business professionals will use the acquired knowledge in Lean Six Sigma to identify projects and assist in project management and project goal completion.

Using their newly acquired skills provides almost limitless potential for projects that will transform Transcom. But in order to be successful, you need to prioritize the projects that can:

  1. Eliminate unnecessary variation
  2. Sustain greater productivity and profitability
  3. Increase customer experience.

The ambitions for the newly trained seven Champions are set high and they will work together with the country management to use and guide the Green Belt resources the most optimal way. First the projects will focus on process improvements in Transcom, however in a period of time there is potential to involve clients in order to eliminate defects even further.

Each of the participants evaluated the time as well spent to gain understanding of Lean Six Sigma principles, share practices and get rid of common myths, and left the workshop with a list of potential projects to start working on.

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