Motivation

On July 28 and 29, Independence celebrations were held in Peru and we decided to decorate our Lima center in red and white, the colors of our national flag, and organize "Entonándole al Peru" a singing and dancing contest among all the employees. We encouraged our employees to participate with Peruvian songs and dances.

The Team Leader Offsite is an annual event where all Lithuanian Team Leaders and Quality Specialists meet in order to strengthen the bond with Transcom, to get a deeper understanding of our company and the customer service business and of course, to get to know each other.

At Transcom we know that one of the key success factors in our business is our adaptability. That is why we at Transcom Sevilla strive to differentiate ourselves from our competitors by having well-trained sales teams, with the ability to sell any product, from insurance, up to banking, telecommunications, leisure, etc... It helps us to get the best results for our clients. For any outbound team, to reach sales targets is essential for the success of the service; however, it is not easy to achieve high performance.

Every year the Lithuanian HR association invites companies to share their best practices for employee motivation, engagement and loyalty that create additional and add significant value to their business. This annual event is a great opportunity to gain insights in the practices that has proven to be successful in other companies as well as share to our own successes at Transcom Lithuania. But– it is also a friendly competition for companies that have developed successful and innovative ways to improve motivation and engagement

Team leaders truly play a key role in our organization. They are the ones that have the shortest path to our agents’ minds and hearts. We know that many times, no matter how much agents like communicating, receiving commissions and working for Transcom, it’s their commitment to their team leader that makes them go the extra mile. But the need to motivate team leaders is often forgotten; letting them know that we acknowledge their importance and value their work often “makes the difference”.

Transcom is truly a people’s business and we all agree about the importance of having motivated agents in our teams in order to do a good job and produce the best results. At Transcom Leon, one of our Business Managers Eva Casado, has launched “Translibrary”; a book club for our team leaders.

At Transcom Sevilla we are sales specialists and we have a vast experience in generating business for our customers. Spanning a wide array of sectors, we have developed campaigns of different sizes for various products, continuously perfecting our performance. We know that our greatest contribution to the success of any campaign is to build strong and prepared teams, for as the old saying goes: A chain is only as strong as its weakest link.

Each year, one of our main clients in the telecom sector organizes a motivation program called “Customer Champion”. In the latest program, supported by a well-known mobile phone brand support, they rewarded the best agents with an amazing trip. “The Customer Champion” program represents the first time that our client brings together the customer care and sales departments’ agents under the same flag. The group was formed by in store vendors and contact centers’ staff, a big community sharing the same objectives and focusing in the final customer.

A company’s health depends in large part on its people’s skills and level of commitment. For this reason, we have developed a plan at Transcom Lima which helps us motivate and retain the best agents working on our sales campaigns. This past July, we launched a new incentive model with the objective of encouraging our best sales performers. We have defined three performance stages: Incubator (first 3 weeks), Cradle (weeks 4-8) and Tigers (9th week-) each of them with defined objectives in order to evaluate our agents' performance as high, medium or low.