My Transcom Experience

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Onboarding programs at Transcom Serbia: breakfast meeting with the Country Manager

It is a fact that a company is only as good as its ability to retain its employees, and phenomenal visions are irrelevant without phenomenal people, right? It is up to the management and HR team to carry this responsibility on their shoulders, e.g. through various onboarding programs.

When it comes to new hires, there is no time for a second impression; if a new employee feels bad, in discord with the values and mission of the company, if he/she comes across chaos and unstructured processes, it is unlikely that they will form a favorable view of their new business environment.

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Why is it important to constantly improve onboarding programs? The answer is quite straightforward, if we just look at the statistics and the latest research on this topic:

  • 91% employees remain in the company when the organization has an efficient onboarding process;
  • 69% of new employees remain in the company for at least 3 years when the organization has a well-structured onboarding program.

(Source Aberdeen Group)

Although many companies refer to human resources as their most important asset, many organizations continue to invest only minimal efforts on onboarding. Bearing all this in mind, guided by the vision that human resources are not only part of the business, but the main drivers of the entire business, Transcom Serbia has decided to take additional step in this direction. A few months ago, as Country Manager of Transcom Serbia, I started to organize breakfast meetings for new employees. All those who became part of the Transcom team in the last months have been invited to share their first impressions of their new job with me.

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In a friendly atmosphere, new colleagues presented themselves in a completely informal and authentic way, exchanging first impressions about their work environment. After their introduction, I briefed them about the birth and growth of Transcom in Serbia, providing an overview of the company’s history. I conveyed the mission and vision of the company, and stressed the need for strong teamwork and team spirit as a key requirement for companies and individuals to succeed.

We can have the best strategy, but if we do not get feedback from the people who work with us, and have a will to improve things based on this, it is impossible for any strategy to take off.

Author: Matteo Ferrari

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Transcom affirms leadership in customer care for the white goods sector

New European multilingual project launched in Belgrade

Transcom affirms its leading position as a provider of excellent customer care services for the white goods sector, which contribute to our clients’ growth and competitiveness. Last October, one of the world’s top manufacturers of household appliances, with operations in over 100 countries worldwide, commissioned Transcom to implement the brand’s European Contact Center, providing assistance to customers in 15 countries. The agreement covers multichannel management of inbound and outbound contacts and back office activities in 20 languages.

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Given the variety and complexity of the language skills required, Transcom decided to deliver the service out of the company’s multi-language hub in Belgrade, Serbia, which was set up a few years ago and has a team of highly qualified staff. For some time now, Transcom has been successfully managing several multi-lingual projects in Belgrade for leading international clients in various sectors.

Transcom was selected primarily for its long-standing experience in the household appliance sector and particularly for its expertise in call avoidance processes that reduce the cost of on-site technical assistance. Transcom has become a highly specialized partner to companies in this important sector.

The time spent on training for the new project in Belgrade was optimized by taking advantage of the experience gained by staff working at other Transcom sites on similar projects in the same sector. The personnel involved shared their best practices with the Serbian site to ensure that the start-up process was quick and efficient.

The team of white goods specialists selected for this new project also work in a special area at Transcom’s Serbia site, which includes a sort of ‘showroom’ containing the appliances for which they provide customer care. With this showroom located next to the workstations, our personnel can touch and see firsthand the products for which they are providing technical and commercial assistance, guaranteeing that the customer experience is of the very highest level.

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Another value of the service offered by Transcom is the generation of additional business for the client. During each contact, customer care staff present the case for users to purchase warranty extensions on their products, generating sales and profit for our client.

Author: Matteo Ferrari

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Transcom Serbia celebrates a successful year and looks to the future

In August, Transcom Serbia celebrated its first anniversary in business. When we launched our operations in Serbia, our aim was to create a new multi-lingual hub in the Balkans, and to provide outstanding customer experience to leading European companies in various sectors.

A year later, we can confidently say that we have achieved and surpassed our objective. Today, Transcom Serbia serves eight markets in six different languages and employs about 200 people. As gender and equality is a prioritized focus area in our overarching CSR program Transcom Cares, we are also very proud to announce that nearly 75 percent of our workforce are women.

Our portfolio of clients includes market leading brands in various sectors (financial services, internet, media, ecommerce and retail) and is experiencing rapid growth as a result of the competitiveness of the Serbian market.

To celebrate Transcom Serbia’s first fantastic year to thank everyone for their excellent work, we  hired a boat and went for a cruise on the delta of the two great rivers that flow through Belgrade, the Sava and the Danube.

 EVENTS Belgrade boat

We organized a fantastic party on the boat, where we met the families and children of some of our employees, listened to some good music, enjoyed some delicious food and admired the view of Belgrade from the river in a great party atmosphere. And to end on a high note, we dived into a gorgeous birthday cake and raised a glass of champagne to toast a successful year and the brilliant future we are all looking forward to.

 EVENTS Belgrade

 

At the present time, our sector is in the midst of a radical transformation, driven by the opportunities opened up by new digital technology. Transcom is in the front line to seize these opportunities and transfer the best innovations to the services it offers clients. As can be seen, here in Belgrade too we are ready to enter the era of digital customer experience.

 

EVENTS Belgrade cake

Author: Matteo Ferrari

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Transcom expands in Eastern Europe and opens new contact center in Serbia

Many of the world’s best-known companies have recognized the economic potential of Serbia, including Transcom, having recently opened a new contact center in Belgrade. Thanks to its geographical position at the crossroads of Eastern and Western Europe, Serbia is often referred to as the continent’s gateway and this strategic location makes it an excellent country in which to invest.

The new Belgrade site – situated in the city center district of Vracar – was officially opened in the summer of 2014.  The inauguration represents a further step forward for Transcom’s geographical expansion in Eastern Europe, as this area is a key component in the Central & South Region’s growth strategy.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

Matteo Ferrari (Country Manager Serbia) and Felicitas Meissner (Project Manager) outside the Transcom Serbia office.

The new Belgrade Customer Experience Center, with a capacity of over 180 workstations, will initially provide near shore services, mainly for the German market.  But because of the high rate of multilingualism which is a distinctive feature of the Serbian capital, they will shortly be joined by other cost effective services in the main European languages, particularly English, which is very widely spoken, as well as in Italian, French and Spanish.

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As of today, the contact center provides customer services for an important German internet and media company and a prestigious Luxembourg-based bank .

The site went operational in August 2014 with the delivery of French-language services for the Luxembourg bank. The opening ceremony was attended by Transcom management and the entire Serbian project team, who celebrated our important partnership together with the Client. The ceremony was brought to a close, as usual, by a toast and the cutting of the cake prepared to mark the occasion.

Cutting the cake with the Client.

Cutting the cake with the Client.

The new Transcom site in Belgrade illustrates our commitment to finding new delivery solutions in countries that can guarantee our clients a perfect balance between costs and competitiveness. In the specific case of Serbia, the local market is not yet saturated and as a result the available workforce is low-cost but with a high level of foreign language knowledge.