My Transcom Experience

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Meet Bashir Ishak – Team Leader in Borås

Bashir is one of our many great team leaders at Transcom Borås, Sweden. He joined Transcom 7 years ago  and has gained a lot of experience since then. We would like to give a special thanks to Bashir for doing such a good job every day!

Bashir Isak

What does it mean to be a Team Leader?

“Being a Team Leader gives you a lot of responsibility. As a Team Leader you must be a good leader and a skilled mediator at the same time. In many ways you set the standard in your team; both when it comes to performance, work ethics and attitude. The way I act reflects on my team and the company at large.”

So what do you do, more specifically?

“I do a lot of work both on a group and an individual level. At a group level I try to create a good atmosphere and team spirit in the group. I also have daily coaching sessions with my team members at an individual level. As we focus a lot on monthly and weekly goals, one of my most important tasks is to coach the agents on how to improve their performance.”

What is the best thing about working at Transcom?

“The best thing is having the honour of working with such great colleagues every day, working together to reach the best results possible. Having the opportunity to coach my team members to a better performance and following their development. Being a part of a big company that supports and pushes you to perform your best month after month.“

 

How Transcom Netherlands uses role play to embrace good leadership

Within Transcom Netherlands there’s strong focus on personal development for our team leaders. As mentioned by Manuel Alcaide in a previous blog post:
“middle managers’ leadership can make the difference between success and failure of services and projects”.

Therefore we started with the first ‘Team leader Development Plan’ (TOP) half a year ago.

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TOP consists of four training sessions on topics such as: Transparent Management, Feedback, Coaching and Time Management.  The intention of the training is: How can I apply the theory in my role as a team leader?

Theory is practiced through role plays. To make it more realistic we have invited an actress to simulate difficult situations that can occur daily.

Coaching is another successful method that has been used between several training sessions. The aim of the coaching is to help the team leaders actually apply the theory in practice. For example, we looked at: Which part of the theory can be applied within your team? And more importantly, how?

Because of the positive response, we’ve decided to continue with our TOP-project. Each month we will start with a new group. Fourteen candidates have already been enlisted.

Collage Transcom Netherlands Team Leader Development (TOP)

 

Author: Maria Carlström

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Transcom Borås supports the victims of the Balkan flooding

At Transcom, charity engagement is a part of our DNA.  But sometimes you feel extra proud of your employees.

One of our employees at Transcom Borås in Sweden got the bad news that his hometown in the Balkans was severely hit by the flooding disaster in May. When he found out that an organization would drive a truck with clothes and supplies from Borås to his hometown, he encouraged his colleagues to participate in a clothes collection project. And within the coming days, one by one of our employees walked in to the reception with big bags full of clothes, shoes, blankets, pillows, patches, preserves, juice, teddy bears, personal care items and more.

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After one week, everything was carefully packed into boxes which then where placed on big pallets. In the end, we loaded three pallets on the truck!

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We would like to thank all our employees at Transcom Borås for your personal engagement and contribution to make this charity project a success!

“I am only one, but I am still one. I cannot do everything, but still I can do something.”  Helen Keller

Author: Annica Strahner

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Transcom Sweden proudly presents our value ambassadors for 2014

Transcom’s values Passion, Excellence and Innovation are a part of our everyday work.

In Sweden, we recently encouraged all our employees to nominate themselves or one of their colleagues to be Value Ambassadors for 2014. In the nomination, they should motivate why this person exemplified for example Innovation and used this value to contribute to a better customer experience.

We received more than 30 nominations and it was almost a mission impossible for the Swedish management team to vote for one winner representing each value. After a long round of discussions and voting, we finally agreed on three winners and we proudly present our value ambassadors for 2014:

Transcom Sweden's Value Ambassadors for 2014 (from the left): Linnea Forslund, Desale Temesghen and Linda Jansson.

Transcom Sweden’s Value Ambassadors for 2014 (from the left): Linnea Forslund, Desale Temesghen and Linda Jansson.

  • Passion: Linnea Forslund, Product Supervisor and Trainer, Transcom Stockholm

Motivation: Linnea’s energy fuels the whole team and she always makes sure that each individual makes progress. Linnea is committed, and solution focused and always strives for providing a great customer experience.

  • Excellence: Desale Temesghen, Team Leader, Transcom Borås

Motivation: Desale’s motto is to make sure that we at Transcom always deliver outstanding customer experience in every customer interaction. He puts in a lot of energy to motivate his colleagues and everybody on his team always goes the extra mile to achieve excellence.

  • Innovation: Linda Jansson, CSR,  Transcom Karlskoga

Motivation: Linda is 100% committed to every task she takes on. She is a key asset in our quality assurance process and has done a tremendous job for one of our clients by securing their sound files.

Our ambassadors will participate in a video and explain how they work with Transcom’s values today. They will also be invited to share their knowledge in our training sessions with agents and team leaders. Linnea, Desale and Linda will also publish a blog post and share their expertise with our blog readers.

Author: Martijn Steenbergen

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Transcom Netherlands celebrates the success of their forth MBO Graduates

Since March 2012, Transcom Netherlands have been offering our employees and flex personnel of Unique (Transcom’s partner) in Groningen the opportunity to take vocational courses for the position of commercial office assistant, specializing as contact center assistant. Tele’Train delivers the training.
You can read more about our other MBO graduates in a previous post.

In May, we could celebrate that another seven people had finalized their MBO course.

Besides this, seven team leaders have received their ECABO certificate. The certificate proves that they successfully have accompanied and mentored one or two students during the whole MBO course. By combining the MBO with the regular coaching, the team leaders have efficiently helped the agents with their study.

These are of course good reasons to celebrate.

mbo uitreiking

The students do have to follow a lesson program which is adapted to the daily routines in the call center world. Communication skills, language skills in general and sales are trained by experienced teachers and with suitable and well proven methods. With role-plays, theory and practical assignments the students are educated but also trained to perform even better in their daily routines.

We at Transcom Netherlands are very proud of the achievements of the team(leaders) and we are convinced that we now have 14 colleagues with significantly more knowledge and experience of the contact center world.

As of this month we will start with a new group of at least 16 new MBO students. This new course will be finished within one and two years, depending of the progress of the individuals. So we are planning to have the next celebration in at least two years.

Author: Martijn Steenbergen

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Starbucks opens coffee corner at Transcom Groningen

Thursday the 8th of May was the day: As the first company in the Northern Netherlands, Transcom Groningen got its own Starbucks coffee corner.

Starbucks Coffee Corner

As Starbucks communicates: “Today, with more than 18,000 stores in 62 countries, Starbucks is the premier roaster and retailer of specialty coffee in the world. And with every cup, we strive to bring both our heritage and an exceptional experience to life. Every day, we go to work hoping to do two things: share great coffee with our friends and help make the world a little better. It was true when the first Starbucks opened in 1971, and it’s just as true today.”

Collage Starbucks Groningen

Joop Evers, our Managing Director, cut the ribbon during the opening ceremony. From now on all our employees in Groningen are able to have a Starbucks coffee moment

Our employees truly appreciate the opportunity to have special coffee from time to time. And the free coffee on the day the corner was opened was even more celebrated.