People

At Transcom Atica in Madrid, we do not lose time when it comes to lend a hand to whom may need it. In conjunction with the Altius-Francisco de Vitoria Foundation, a food campaign has been conducted to support its program for accompany families who have been hardly hit by the crisis in Spain.

After a few months of significant growth, Transcom Sevilla now has more than 500 sales agents, 40% of which are concentrated in the financial sector, providing coverage to a major Spanish bank. We provide many different services for this important client. In November we launched a new commercial activity consisting in capturing extraordinary customer contributions to their individual pension plans, focusing on a specific group of the customer’s database.

On Saturday December 14 it was time for the yearly TV show on TV2 Norway called "Røde Kors Artistgalla". It is a two hours long live show focusing on the work and different projects that Red Cross carries out throughout the world with the purpose of getting as many new sponsors to those projects as possible. And let me say: This time it was a huge success!

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.

Every day, our customer service representatives (CSR) deal with different kinds of customers - happy and polite, as well as not so happy and polite at all. To get rid of negative emotions and in order to continue providing an excellent customer experience, Transcom Latvia decided that November would be a “month without anger”. Therefore, we organized a variety of activities during November that helped CSRs maintain or recover their positive emotions. For example, we set up a table soccer game, for positive energy recovery and even a punching bag for those who had a really tough day.

Two years have passed since we started our operations here in Lima. During this time we have enjoyed learning experiences that have helped us to support the teams’ growth and consolidation. We know that our journey has just begun, and that we’ve got a long road ahead of us, but we are optimistic since growth in recent months has become increasingly apparent. During the last weekend in November, we organized an activity to celebrate our anniversary, in which all the Lima staff participated. The day started early creating teams to compete in various activities throughout the day.

As President of the Spanish Contact Center Association (ACE) and Regional Manager of Transcom's Iberia & Latam Region, I was interviewed for a TV program about work - ‘Here's work’- broadcast on public television. This gave us the opportunity to help give visibility to a sector that in Spain alone employs more than 76,000 people. The reporters visited some of the Association’s partners’ platforms and also visited Transcom for a short interview.

The importance of the employees to any company's success is something that is indisputable. Having teams of motivated and conscientious people is absolutely key to achieving the goals in each of our client projects. The maturity of our employees, their ability to deal with the daily challenges and their attitude toward life and work are aspects that we have decided to address within our training programs at Transcom Isla Sicilia.

The Spanish Red Cross day, known as “El día de la Banderita”, took place on October 3 this year. It is a 100-year-old event that has become the biggest source of funds for the non-profit organization. During one single day, the organization places out a large number of tables in the main cities, where volunteers encourage citizens to make donations and, in return, give the donors a badge to wear, "la banderita".

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.