People

This October, Transcom celebrated the 10th  anniversary since establishing operations in Poland. The gala was held in the Hotel Zamek Ryn, a beautiful castle built in the XIV century, located about 250 km from Gdańsk. The event gathered the company’s management, staff, clients, business partners and local authorities, who all had a chance to learn about major steps in the history of Transcom in Poland.

Transcom Portugal celebrated its 10^th anniversary this year! Transcom Portugal was established in 2003 with approximately 200 employees serving a single client. Since then, we have added many new clients in various industries. Our team has worked closely together, always with the objective of delivering great customer experience and solid operational results for our clients. We are grateful for our clients’ trust in us, which has allowed us to grow and develop together over the years.

We employ over 650 people at our Madrid center, serving a major player in the Spanish financial sector with a strong international presence. For this client, Transcom manages customer care using traditional communication channels (phone, mail, fax...), but we also handle an increasing demand for Internet Banking services and chat, as well as the newest and booming channel: contacts via various social networks. Every month, Transcom manages several hundreds of thousands of customer contacts in these different channels.

This year we went all in again and, as the tradition dictates, we celebrated Halloween at Transcom in Norway. Our office was full of creepy decorations, and candy was handed out to everyone.

In a non-Olympic year, our Team Leaders at the DSL Department for one of our clients decided to organize their own Summer Games. During August and September all agents engaged in a multifaceted contest to be the champion. Yes, it was important to take part in the games, but winning was particularly interesting because of the great prizes that had been promised. The agents could gain points in several fields, such as customer satisfaction, quality, conversion and efficiency. These were weighted, customer satisfaction being the most important metric. Actions like this are great fun.

This spring, we started delivering a new service in Transcom Atica. Our new client, a global leader in the energy sector, has chosen to outsource its employee care service to Transcom. We believe that this service represents a new growth opportunity for Transcom. Since our client is a multinational company with more than 17,000 employees around the globe, it goes without saying that this is a complex undertaking.

You’ll never get a second chance to make a good first impression. Taking this into account, at Transcom we focus all our efforts on creating an outstanding customer experience from the very beginning: The recruitment phase. That is why we are always looking for talented people to become part of our team through different recruitment channels: publishing vacant positions in the local press and radio, on the Internet, as well as making agreements with academic institutions or with the ‘Instituto Leonés de Desarrollo Económico’.

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.

The last day of August, Transcom Valdivia organized an activity day for those workers who had performed outstandingly during the first semester. The event took place in the nice village of Futrono, in the Rivers Region, in an environment of vast “Mapuche” territories on the Lake Ranco banks. Located about 100 kilometers from Valdivia, the region is famous for its breathtaking landscapes.

Each day, society is becoming more and more digitized and therefore customers, thanks to new technologies, have immediate access to different online information channels. This means that it is increasingly difficult to close a sale on the first contact with a customer. The contacted person will most likely compare the information received by phone with information from other sources. This increases the probability that, eventually, the customer will end up purchasing the offered product via one of the other channels.