Stepping up your career
Growing Your Career in Customer Service
There are a multitude of ways to challenge yourself as a Transcom employee, and the career paths are plentiful. But one of Transcom’s real success factors is the fun it offers its staff in the workplace.
Every job at Transcom is important. But there is one person that gets closer to the customer than anyone else – the agent.
“Ninety percent of our staff are agents and Transcom would be nothing without them,” says Cecilia Forzelius, HR director for Transcom Northern Europe. “Not only does a Transcom agent work with customer service, he or she also works in a team and deals with different kinds of customer support, services and sales.”
Every new agent receives training according to the services that he or she will carry out, including product knowledge, system training, communication, and how to handle various customer contact channels such as social media. Depending on how difficult the job is, the training period can last from anything from one to five weeks.
The next step on the Transcom career ladder is to become a product specialist, and after that to work either as a quality and time management specialist, or a team leader. There is also the possibility to coach new staff. Transcom recruits 90 percent of its team leaders internally.
“If you are dedicated, committed and provide good quality services, you will always have promotion opportunities. An agent can become a team leader, a business manager or contact center manager,” Rosana Garcia, global HR director at Transcom WorldWide, explains.
Rosana Garcia, global HR Director at Transcom
Rosana Garcia started her own Transcom career as an HR-manager for the contact center in Barcelona. Today she is global HR director. As Transcom focuses on weekly and monthly goals for the majority of its employees, one of the most important tasks for team-leaders is to coach agents on how to improve their performance on a weekly basis. Explicit goals are a part of Transcom’s strategy since it makes it easier to link everyday work with goals such as customer satisfaction and other key performance indicators. To motivate staff even more, every Transcom office also offers motivational activities, such as competitions and games.
“Transcom believes that motivational activities are key to the work environment. You should take your work seriously, but it is just as important that you have fun at your workplace,” says Rosana Garcia.
To be considered for a promotion, Rosana Garcia suggests embracing Transcom’s core values: passion, excellence and innovation. “Be customer experience-oriented and always strive to be excellent in what you are doing,” she says. “It is important to remember that competencies and capabilities are just as important as experience.”
Cecilia Forzelius has additional advice. “Work hard and deliver from where you are at. With our weekly coaching sessions, it is easy to discover talent and high performers,” she says. “Attitude, ambition and a willingness to learn are equally important. Be clear about your goals, both personally and professionally. Let your leader and coworkers know that you want to take on larger responsibilities, and that you want to advance professionally.”
There are many ways to develop as a Transcom employee, whether you want to advance professionally and/or personally. One option, for example, could be to go and work in one of the other Transcom offices in Europe. “If you are a Swedish-speaking agent, for example, you can work in the Transcom office in Riga since they are in need of employees who speak Scandinavian languages,” Cecilia Forzelius says.
Article originally published in the Hello Transcom magazine. Text: Linda Nyström. Photo: Petter Cohen