Transcom Leon

In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project "Stop & Go" at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.

When I started working in 2001 as a Customer Service Representative for a new company that had just opened a new center in Leon, I never imagined that, after 13 years, I would end up being the Call Center Manager at this site.

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.

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.

This past July, at the Magalia Palace in the nice village of Navas del Marqués, the IV Working Meeting of Telemarketing Inbound services of one of the largest customers of the Spanish telecommunications sector took place. Transcom and other suppliers were invited.

One of the greatest challenges that companies have to face in today’s business environment is the flow of information and knowledge. In an industry like ours, where client needs often mean rapid staff increases, establishing control mechanisms that ensure an efficient and fast transfer of “know-how” is critical. This is why we have implemented a training approach in Transcom Leon, with the objective of ensuring the entire team's alignment with key objectives, ultimately leading to the delivery of an excellent customer experience.