Training

This year, we made a decision to implement the “Take the challenge” program in Transcom Poland. The aim of the program was to raise the need of sharing knowledge and ideas within the company. The program included Team Leaders and employees in the following departments: human resources, training and quality, and the business support team.

Transcom is a multinational company with a major global presence and offices in 21 countries on five continents. We offer customer care, sales and technical assistance services in 33 languages.  In Europe, we have several specialist multilingual hubs, including in Budapest, Gdansk, Olsztyn, Belgrade and Riga. Each and every day, our highly qualified customer experience professionals make every effort to create the best possible contact experience for users of every nationality.

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.

The moment of truth of any sales services is when the agent has to make the final question and ask for confirmation to close the deal. But it is also a loaded moment for most of the agents that may experience what we call: fear of closing. Experience tells us that we can only influence around a 50 to 55% of the persons we contact during our workday. Although we would like that all these individuals accepted our offer or product, we know that this is not at realistic target.

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.

Inspired by the quote “We have two ears and one mouth so that we can listen twice as much as we speak, Transcom San Fernando decided to organize “Listening workshops” for our agents. The main purpose with our workshops was to create a training process whereby the team could learn - in a positive and dynamic way - about the mistakes that were made, and how to do better next time.

Since December 2013, our site in Lima has experienced an increase in operations via new outbound services to clients in sectors such as telecom, insurance, NGOs and entertainment. This growth creates a challenge in terms of recruiting experienced people, while at the same time strengthening our partnership with our clients. To meet this challenge successfully, all key functions at the site must be involved: First we have the recruiting process, which consists of two pillars:

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”.

To ensure a high quality recruitment process with a strong local connection, Transcom Norway is working in close cooperation with local labor authorities called NAV (Norwegian Labour and Welfare Administration). The motto for this operation is to be considered as being an “Inclusive Workplace”. During the last six months Transcom has participated in a project with the purpose of giving long-term unemployed youths with health problems a job.

Good teamwork implies that everybody can learn from his or her teammates, jointly creating and delivering an extraordinary service to our clients. That’s why Transcom San Fernando has developed training programs where the best agents in terms of performance can share their experiences with all colleagues so that they won’t just achieve their objectives, but also reach higher sales figures: “We know that you are good, but we also know you can be better! That is why we have prepared the… Master class!!!”