My Transcom Experience

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Author: Stefan Pettersson

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A growing outsourcing sector in Tunisia

Last week, I had the pleasure of attending the Swedish-Tunisian Business Forum in Stockholm, organized during President Béji Caïd Essebsi’s three-day State Visit to Sweden.

A number of interesting topics were covered, not least Tunisia’s plans for development in different sectors. Transcom’s industry was also discussed at length during one of the panel discussions, led by Mr Raouf Mhenni from Smart Tunisia. Mr Mhenni focused on Tunisia’s plans to further strengthen its position in the offshoring and nearshoring space, with the objective of creating 50,000 jobs in the next five years.

Mr Raouf Mhenni, President of Smart Tunisia

Mr Raouf Mhenni, President of Smart Tunisia

During the presentation, Transcom was mentioned as one of the companies that have already invested in Tunisia. In fact, Transcom has been present in the country for over ten years and currently employs over 1,000 people in Tunisia. From two different sites in Tunis, we deliver customer care services on behalf of more than ten clients, mainly for French- and Italian-language markets (Italy, France, Canada, Belgium, Luxemburg and Switzerland).

Transcom has grown its business in Tunisia gradually over the last ten years, and we expect to continue expanding, also in new markets. For example, our Tunisian operation recently started to deliver services in English and Arabic to customers in 32 different countries across the Middle East, North Africa and the sub-Saharan region.

Author: Aldo Defusco

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Transcom expands services in the Middle East and North Africa

Transcom Tunis recently started a new customer care service to support the Arabic market for one of our major clients, a global leader in online payments with over 152 million accounts worldwide.

Our Tunisian colleagues, the so called “MENA Team” provides customer service in three main languages; Arabic, French and English to 32 different countries in the Middle East, North Africa and the sub-Saharan region. These regions represent a high-potential market where our client is expecting to grow considerably. Transcom has been chosen as a partner to provide the best customer care solution to foster this growth.

Our client operates in 203 countries and processes 9.3 million payments in 100 different currencies every day for their customers around the world. Transcom has partnered with this company since 2008, providing high-quality customer service seven days a week.

In 2014, Transcom’s sites in Lecce (Italy) and Tunis supported increased volumes in both the Italian and French markets, providing effective solutions to cope with fast ramp-up in terms of logistics, networking, recruitment, and training.

Despite the rapid growth, Transcom has continually achieved its brand promise i.e. offering an “Outstanding Customer Experience”, as our Italian services recently received the highest customer satisfaction scores within the client’s global market. The same quality level will soon be enjoyed by the Arabic countries too, where our client’s customers so far have been served in English only. The extended service by Transcom allows the client to provide its customers with high-quality assistance also in Arabic and French, which are the preferred languages in this region.

The initial feedback from end-customers already confirms how appreciated the new multi-language service is:

Blog article by Aldo De Fusco_01 (2)

Congratulations and big thanks to the whole Tunisian team for their strong commitment and passion!

 Blog article by Aldo De Fusco_02 (2)

Author: Najla Jemel

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Transcom Awards in Tunis

One of the milestone events of the beginning of the year 2014 at Transcom Tunis was the grand challenge of TRANSCOM AWARDS 2013. It is a great opportunity for employees in general, especially those among them who showed an outstanding performance, to get credit for their efforts.

Nefzi Thouraya won first prize this time because she is professional, punctual, very helpful, and she also delivered good results during 2013. I’ve tried to summarize what she told me about the prize she received:

A mixture of feelings ranging from joy to pride rushed to Thouraya heart’s upon receiving the first prize: the value of it was undeniable since she was granted a weekend in Paris, but what touched her the most was the recognition.

July 7th was the day on which she departed for a weekend in Paris. She made it to PAVILLON MONCEAU Hotel, situated in one of the most prestigious neighborhoods, at 3 PM Since there is a lot to see and do in the charming French capital, Thouraya started right away, and by 4 PM she was ready to go on a tour in that attractive part of the city.

The following day’s excursions began at 7 AM with breakfast at one of the restaurants in the Opera Garnier neighborhood. She then decided to go on a proper sightseeing of Paris with the “batobus” which is a cruise that makes stops at the following places: the Champs Elysées, the Eiffel tower, the gardens of plants, Notre Dame, St Germain, and The Louvre.

The Louvre museum is a paramount tourist attraction, and she had the chance to visit it. It is one of the largest museums in the world with magnificent art, not least Da Vinci’s Mona Lisa. As for the magnificent Eiffel tower, it’s unnecessary to go on describing it, it’s simply magical!

Thouraya chose to spend the third day of her stay visiting the Champs Elysées, connecting the Arc de Triomphe and the Place de la Concorde. In a sentence, the most beautiful avenue on earth.

Nothing lasts forever, and it was time to say goodbye. The visit was too short, but fun and enriching with many memorable moments. Thouraya is thankful for the opportunity and the recognition, and also appreciates those who made her trip well-organized and enjoyable, including the receptionists at the hotel, who were very nice and of great help.

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Author: Najla Jemel

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Transcom Tunisia 2013 Awards – Proud of our people and corporate culture

Recognition for a job well done is a key element in Transcom Tunisia’s corporate culture. In this context the company launched an internal competition to award the top three agents during 2013.

Each Business Unit had to select two agents that their team leader presented to a Special Committee with Business Managers, HR Manager, BST Coordinator, and IT Manager as well as the Country Operations Director.

The selection was made based on multiple criteria including, but not limited to, quality and productivity targets set by the company’s clients, the agent’s history, behavioral approach, and manager’s audit. Each team leader made a presentation of his/her selected agent demonstrating all the above mentioned points as well as the reasons to why the jury should vote for that specific agent.

In February, the winners were announced during a kick off dinner that took place at hotel in Tunis. The event included a Greek theme with live band music where all the participants in the competition enjoyed dinner and drinks in a friendly atmosphere.

Collectif des nominés

The winners were rewarded and congratulated for their achievements. On third position was the agent Issam Gdayem, the second position was attributed to the agent Abir Aydi and on top of the podium was the agent Thouraya Nefzi who won a trip to Paris for two persons.

Thouraya has been working for Transcom for 7 years. She was selected as the agent of the year 2013 thanks to her professional talents, knowledge, cooperative behavior, team work spirit as well as the respect of the company’s values.

Transcom Tunisia’s people showed, again, an example of team work and fair competition that is being praised by the company’s direction. Together we work, together we win.