My Transcom Experience

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Author: Stefan Pettersson

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Having customer focus

Ensuring that Transcom is bolstering its customer experience is a top priority for Cheryll Aganda.
Moving from the warm tropical Philippines to the freezing temperatures in Sweden may seem like an odd choice for some. But for Cheryll Aganda, it was an inspiring opportunity. In November 2015, Cheryll Aganda moved to Stockholm and started her job as global operational development director at the Stockholm head office. Her main focus is process standardization and optimization, while still supporting efforts to strengthen Transcom’s value proposition within Customer Experience.

“I am both happy and challenged in my new role, because I see this as a fundamental platform for bringing the regions together – not only to share best practices, but also to collaborate and influence positive changes on the customer and employee experience.”

In the Philippines, Cheryll Aganda worked as senior director for Customer Experience Management. She feels that the years she spent with the Asia Leadership team allowed her to grow both personally and professionally.

“The topic of Customer Experience is often considered as one of the primary selling points of our business. But I believe that at Transcom, we have taken significant steps to ensure that we fully execute on this value proposition.”

So, what are the biggest differences between the Philippines and Sweden? “The weather and the darkness. I arrived in November and the sun sets already in the early afternoon! But I am beginning to adapt to these changes.”

Article originally published in the Hello Transcom magazine. Text: Malin Larshammar Photo: Jennifer Glans
Author: Stefan Pettersson

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Siva Subramaniam on Transcom and its people

Siva Subramaniam, General Manager of Transcom’s English-speaking markets & APAC region, was featured in the May 2016 issue of The CEO Magazine.

“As Siva Subramanian explains, Transcom is world-leading in customer experience, so it’s no surprise that it puts people first; be they clients or employees.”

In the article, Siva describes some of the programs and incentives that Transcom offers its employees.

“You cannot stop them being poached,” Siva explains, “but we take care of our employees, and if we lose them to competition, then shame on us! We focus a lot on our employees and, in fact, 90 per cent of my time is spent making sure my employees are happy. The thought process is that if they are happy, they are going to make the customers, the clients, and the shareholders happy.”

The article is available for download here.

Author: Johan Eriksson

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Highlights from Transcom’s year-end report 2015

Transcom’s 2015 year-end report was released this morning.

We are making progress towards our financial targets. The closure of our loss-making site in Colombia and the simplification of our regional and management structure will support margin improvements going forward.

These are the highlights for Q4 2015:

  • Organic growth was negative 4.1%. Transcom’s previously disclosed decision not to renew an agreement with an Italian public sector client had a negative 3.5% impact on growth in the quarter.
  • EBIT margin in Q4 2015 was 2.6% (5.8% in Q4 2014). EBIT margin excluding non-recurring items was 4.1% (5.8% in Q4 2014).
  • Profitability improved in the North America & Asia Pacific region, while we saw a negative development in the Iberia & Latam region.
  • As announced on January 18, 2016, we are closing our loss-making site in Colombia. A restructuring cost of €2.3 million has been recognized in the Q4 2015. Also, Transcom’s management structure will be simplified in order to improve efficiency. These actions will benefit margins in the years ahead.
  • Net debt/EBITDA 0.6, compared to 0.9 in Q4 2014.
  • The Board of Directors recommends a dividend for 2015 amounting to SEK 1.75 per share.

Important focus areas for Transcom in the coming years are to ensure that we have efficient and effective regional and corporate functions, that our sites deliver superior performance through operational excellence, that we excel in contract and account management, and that we win long-term profitable business in line with Transcom’s commercial and operational set-up.

Feel free to have a look at the presentation below or contact me with any questions.

Author: Johan Eriksson

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Highlights from Transcom’s Q3 2015 interim report

Transcom’s positive profitability trend continued in Q3. Our EBIT margin development on a rolling 12-month basis is steadily improving towards our mid-term target of at least five percent.

A few highlights from the Q3 report:

Feel free to have a look at the presentation below or contact me with any questions.

Author: Joseph Roc

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Transcom Cares in the Philippines supports Street Children

Transcom Cares believes in the power of the youth to shape our future and their role in the family. This is proven by the establishment of childcare centers on almost all our sites in the Philippines. That is why we decided that our first outreach activity for 2015 would focus on the less-fortunate youth near the location of our sites.

The Children of Alay Pag-asa Christian Life Foundation is the first beneficiary of our outreach program. Our 14 volunteers started 2015 by sharing a little of their time in helping to feed 51 children and engage them in educational games.

Be Smart. Eat Smart. With these themes in mind, we decided to initiate another feeding program for the children of Precious Heritage Children’s Home for the month of February. Along with our 36 volunteers, we gave an informative talk and games about basic Food Groups and their respective role in proper nutrition.

To remind us of our younger days, another 34 volunteers recently spend an entire morning playing traditional Filipino games in Quezon City Memorial Circle with 69 street children. A delightful lunch soon followed, to reward the sweat and toil of the mini Olympics.

Truly the gift of time is priceless and this is something that we are very proud of in our volunteers since they help make each of our activities memorable.

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