My Transcom Experience

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Author: Linda Jansson

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An innovative trainer that thinks outside the box

My name is Linda and I’m the value ambassador in Sweden for Transcom’s core value Innovation. I’ve worked at Transcom Karlskoga for about two and a half years. I started, as many others, as an agent for one of our client’s retail support. Shortly thereafter I become head of quality assurance for the sound files recorded by our client’s telemarketing retailer. Since one year back I’m also a trainer for our business area.

Both the telecom and the communication business are fields that change very fast, sometimes overnight. For example; a few weeks ago one of Transcom’s clients in the telecom area launched something that literary changed the business and therefore also our way of working. All to provide outstanding custumer experience.

In connection to this big launch our client  conducted several events and training sessions together with us to prepare everyone in the best possible way – a way that made everyone feel involved and able to embrace all the new changes with openness and enthusiasm.

As a trainer and value ambassador for Innovation, it’s my goal to get the agents to be all set and manage changes like this with an open mind and not least joyfulness.

I always invite the agents to think outside the box, to trust themselves to make their own decisions and come up with new proposals to develop and improve for our clients and custumers – to be innovative!

 

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.

Transcom Isla Sicilia celebrates its sixth anniversary

On February the 7th, our Transcom Isla Sicilia center celebrated its sixth anniversary.

During that specific day, in my role as a Product Specialist, I was engaged in a training workshop with twenty candidates. At the same time, the rest of the team was beginning to taste our celebration cake.

I started the training session by giving an introduction about my internal career at Transcom and my experiences as a manager. How I started working as a CSR with inbound service ten years ago and how I today have advanced to be an experienced teacher for future agents. In my case, it has been ten years of personal and professional development.

Isla Sicilia 6th Anniversary

I used Transcom’s core values Passion, Excellence and Innovation to explain the sometimes demanding nature of the job and the high degree of commitment it requires in order to be successful:

Passion: I am sure they noticed my enthusiasm after ten years!

Excellence: I said that in Transcom we have set quality as our main objective and that we continuously work on improving processes in order to reach our goal of creating outstanding customer experiences.

Innovation:  They definitely got a taste of our innovative streak when Augustin Romero (our CCM) and Eduardo Bayon (Account Manager), interrupted the workshop to share a portion of cake with us, sharing memories of this site’s first years, and how we planned its future!

Isla Sicilia 6th Anniversary

I want to give my most sincere recognition to the whole Transcom Isla Sicilia team. And regarding the forthcoming challenges, I expect us to face them by using our passionate, excellent and innovative spirit. As Heraclitus once said:

“There is nothing permanent except change.”

I hope that the future agents I trained during our anniversary will someday be able to look back on their experience, and find it to be as rewarding as I’ve found mine to be.