People

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

Over the past two months the Transcom team in San Antonio, Texas has had the great pleasure of taking part in celebrating agent success. For a site that's been open since 2009, and which experienced significant client transitions during the first two years, we are incredibly fortunate to have so many tenured individuals with the organization. Of the approximately 400 agents within the site, four individuals have been with Transcom for more than four years; ten have been with the team for three full years; and another 40 more will be celebrating their 2nd anniversary with Transcom in 2014.

In May, the Transcom team in Barrie (Ontario, Canada) took part in their 4th Big Bike ride for Heart & Stroke, raising a grand total of $1985.00 for a very worthy cause. The Big Bike is a team event geared towards community organizations, companies, and groups. Our 30-seat Big Bike was piloted by a driver from the Heart & Stroke foundation, and powered by 29 enthusiastic riders from Transcom.

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”.

On February 4th, Transcom Sevilla held a workshop with one of our clients. The client sells leisure products, and insurance and legal advice to its banking and telecommunications partners' customers. The purpose of the meeting was to analyze the Q4 2013 results and review our client’s exponential growth during the past year. Throughout 2013 we conducted more than 1,500 recruiting interviews, delivered 150 initial training sessions and reached the figure of 300 sales agents for this client, doubling the volume achieved in 2012.

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.

Fue todo un reto lanzar en 2013 una política de Responsabilidad Social Empresarial (RSE) que reflejara lo que en Transcom Iberia & Latinoamérica entendíamos como esforzarnos el máximo posible para hacer lo correcto por nuestros clientes, nuestra gente y nuestras comunidades. Esta ambición se encapsuló finalmente en “Transcom Cares”, un programa de RSE que se basa fundamentalmente en cuatro ejes:

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!!!”

The opportunity to work at home is gaining popularity among employees around the world, and a growing number of companies are offering work-at-home solutions. Transcom has had the technical readiness for work-at-home projects for many years. Transcom Estonia started to offer this solution 1,5 years ago. So far, the feedback from employees has been very positive.

On the 30th of January, the Fortius Awards Gala was held in Madrid. The event is organized by the Spanish Association of Experts in Customer Relations (AEERC) and awards the best profiles within the call center industry in Spain.