My Transcom Experience

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Author: Alberto Martínez Bernardo

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Transcom wins two new awards at the CRC Oro Awards in Spain

Transcom has been awarded, once again, in one of the most prestigious customer care galas in Spain:  CRC Oro Awards.

The company was recognized with the CRC Gold Award for Best Collection Services, for the service provided to one of the first banks in the country and the Special CRC Gold Award for Best Quality Management.

Premios CRC Oro 2016. Transcom. Mejor Gestión de la Calidad

We are very happy to have won again. It is the third consecutive year we receive the Best Quality Management Award, which shows the maturity of our Total Quality Management System and the excellence in the quality of our services. In addition to this, it is an honor to achieve, for the third time also, the award for Best Collection Services, and to prove that our team’s effort is valued and recognized by our clients.

These awards, which celebrate its 18th edition this year, recognize the work of the best companies that look for the professionalism and excellence of the Customer Care. They are organized by the AEERC (Spanish Association of Experts in Customer Contact Centers), IFAES (International Faculty for Executives) and IZO.

They are based on a consolidated and objective methodology focused on a rigorous audit process and the Voice of the Client, rewarding both the operational management of services such as client recommendation.

The awards ceremony was held during the Expo Relación Cliente fair, in Santiago Bernabéu Stadium in Madrid.

Author: Alberto Martínez Bernardo

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Transcom Spain awarded at the Platinum Contact Center Award 2016

Transcom has, once again, been recognized with several prizes granted by the Contact Center Magazine in one of the most prestigious customer care galas in Spain: the Platinum Contact Center Awards. 

In this seventh edition, which was held at the Goya Theater in Madrid, Transcom was awarded in the following categories for the quality services it has provided to three of its main clients:

•    Best Customer Service in Banking

•    Best Customer Service in Media

•    Best Customer Experience Strategy

Awards

These awards acknowledge the excellence and know-how of companies that each year demonstrate their firm quality commitment and their efforts to develop the relationship with their customers, awarding companies in the sector for their high degree of professionalism and highly competitive services, adapted to the needs of each client.

Juan Brun, Country Manager of Transcom Iberia, comments: “It is an honor to have received these awards. To keep the level of quality and high standards year after year is a demanding task and these awards recognize the great work done by our teams each day”.

Author: Alberto Martínez Bernardo

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Transcom wins the “Best Outsourcer in Spain” Award 2015

Transcom was honored with the Award for Best Outsourcer at the Gala of CRC Gold Awards, held in Madrid on October 7, 2015.

This award is given to the outsourcing company with the best relationship with its customers, considering two perspectives: customer recommendation and operational management. Applying for this prize implies being deeply audited by independent consultants of the Organization (AEERC / IFAES / IZO). Transcom’s clients were also surveyed with regards to their perception of Transcom Spain.

In addition to this, Transcom was also awarded with the CRC Gold Award for Best Collection Services, for the service provided to one of the first banks in the country and the Special CRC Gold Award for Best Quality Management.

Being awarded with the Best Quality Management Award for the second consecutive year demonstrates our commitment to our Quality Management System and the total quality excellence of our services.

Premios CRC

These awards acknowledge the work done by each and every one of the professionals who are part of Transcom. They are the most prestigious awards within the BPO sector in Spain and recognize the work of the best companies, both outsourcers and their clients.

Alberto Martínez is Sales & Marketing Director at Transcom Iberia

Author: Javier Duran

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Successful talent management in Transcom Leon improves performance and quality

In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project “Stop & Go” at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.

After getting the UNE EN 15838 certification, we saw the need to take a step further in terms of our human capital. By using the selection standard defined in the UNE certification we reassessed our Senior Team Leaders, Team Leaders and Product Supervisors as these persons are key players when it comes to managing the contact center successfully.

Talent management program at Transcom

The “Stop & Go” project started in November with a personal interview with the immediate superior and workshop with the HR-team. Competencies were analyzed as objectively as possible, with all kinds of situations and aspects to be evaluated in each case, with a combination of attitudes, skills, knowledge, motivation and actual performance. This way we created an environment where the evaluated person was able to perceive his or her reality from a new perspective and understand that, under a different light, we can always find skills and competencies to develop and that will permit us to succeed.

In January and February, the second step of our program consisted in defining detailed action plans, together with the evaluated staff, in order to improve specific areas to further develop their tasks with the quality standard we have set.

Thanks to a full cooperation between Human Resources, Operations and Quality, we have achieved our first milestones for the project:

  • All employees to know in detail the purpose of their work
  • The key competencies needed to perform it
  • Key competencies that needs be developed through concrete actions

Talent Management in Transcom

Today, the entire structure helps us to perform better every day, because we all know our potential and are heading all our efforts to build winning teams every minute. We know our worth and know our areas of improvement, and that is something that with hard work and attitude makes us winners. Each member of the teams, meet the demands of their job and have unified criteria and objectives. We are certainly in the direct path to success in managing people.

These are some of the testimonials that the participants in the “Stop & Go” program have shared with us:

“The analysis and subsequent action plan has made me reconsider the situation of each agent, both professionally and personally”

 

“The analysis has given me a push to keep improving, both professionally and personally, get out of my comfort zone and boosting my potential at all levels.”

 

“This project has given me another view of my skills and personality that can help me to achieve more ambitious goals.”

 

“You get a glimpse of your work than you are not aware of, for better or for worse! :)

We are not only trying things make look good, or getting the predefined results… we want more, much more, we want to grow every day in quality, efficiency and, all together, facilitate the perfect setting, with all necessary means, in order that every professional has the possibility of developing the best version of him or herself in each of the key positions. We do not want to have good Team Leaders; we aim to develop the best Team Leader and we want to grow together in the same direction.

Author: Isabel Sánchez-Lozano

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Transcom Spain awarded at the Platinum Contact Center Awards 2015

 

Once again, Transcom has been awarded in one of the most prestigious customer care events in Spain: the Platinum Contact Center Awards, which are organized by the Contact Center Magazine every year.

Platinum Contact Center Awards

In the sixth edition that was held at Teatro Real in Madrid in end of June, Transcom was awarded in the following categories for the quality services we have provided to three of our major clients:

  • Best Customer Service in Banking
  • Best Customer Service in Telecommunications
  • Best Customer Experience Strategy

These awards acknowledge the best practices of companies in this sector that offer competitive solutions focused on the business goals of their clients. They also appreciate and honor companies, which, with their constant renewal, are committed to the professionalization and development of the customer care sector.

As Regional General Manager of Transcom Iberia and Latam, it’s a great satisfaction for us to  win these awards:

“Being the best in such demanding sectors as telecommunications and banking represent a reward to the efforts of our team. Besides, the award for Best Customer Experience Strategy show that we are achieving our goal of being a leader in customer experience, placing the client at the center of our business

Spain Platinum Contact Center Awards 2015

Author: Manuel Alcaide

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Building leadership in Transcom Atica

In the contact center industry, middle managers’ leadership can make the difference between success and failure of services and projects. In Transcom we deliver services that engage large teams, sometime about 300-400 people.

In each case, in front of these large teams we count on a few brave men and women leading the services. At some point in their careers they decided to step forward. They chose not to remain in the background and found the motivation to help a group of people to achieve a set of objectives and results that would ensure the whole projects continuity.

During the latest months, we at Transcom Atica have tried a new set-up of leadership training. By using group dynamics and role-plays activities, we try to reinforce the leadership of the managers with one superior aim: we want our leaders to transmit credibility, respect and good management to their teams.

 

Leadership Training session

How to display this leadership? I always picture a scene from the film Gladiator (2000), a movie where you find a good overview of the qualities a good leader should have. In the scene of the first battle that occurs at the Colosseum in Rome, a group of men are thrown out into the arena. They know what they face, but they do not know each other. At that time, one of them takes a step forward, raises the situation realistically and proposes to fight together in order to survive. He manages to organize the team, set the goals, and encourages his teammates. Finally, at a critical moment, he takes over to solve the situation. This scene is quite similar in being a leader in our sector: without the help of your team, is impossible to reach the expected results.

Teamwork is the only option to ensure the real and ultimate success in a professional project. The talent of the leader will be determinant to solve a delicate meeting, he or she will notice the “moments of truth” and will take difficult decisions, but to achieve any sustainable success in time, the work done by “your” team will be critical to ensure your success as a leader.

If you lead a team and at some point has doubts if it’s worth all the effort… let me solve the mystery for you: yes, it is!  Try to remember the day you accepted that responsibility and were promoted, the thrill when you shared the news with your friends and family, your eagerness to face the challenge… and how you found in that experience the energy to take that step forward that makes the difference in being a leader.

Over time, you will be able to look back and tell yourself, “I stepped forward, I did not stay in the background and I dared to lead a group of people” It is one of the best professional experiences you will have throughout your career.

 “Talent wins games, teamwork wins championships”