Supporting from the inside out makes Transcom a winner.
Transcom Worldwide Philippines Inc. (Transcom Philippines) started its operations in the Philippines in 2007. It now operates contact centers in over 11 locations in the Philippines, providing outsourced customer support services as its core services, which leverage on its parent company Transcom Worldwide AB’s strengths as a global customer care provider offering future-proof customer-facing concepts delivered by its global team of local specialists. Transcom has over 26,000 customer experience specialists in 22 countries serving its clients’ customers via phone, chat, email, social media, and messaging apps.
For the past three years, Transcom Worldwide has built a solid foundation to advance its position as a sustainable business. It has increased its competitiveness, and its efforts to become an employer of choice in order to focus on becoming a true partner – and the most sustainable choice – for its clients.
Transcom is dedicated to doing business in line with international initiatives and sustainability standards, such as the OECD Guidelines for Multinational Enterprises, the United Nations Global Compact, the Fundamental Conventions of the International Labour Organization, the United Nations Universal Declaration of Human Rights, and the United Nations Guiding Principles on Business and Human Rights.
The corporation is also committed to its employees in terms of talent development and learning, and believes in igniting the passion to create smarter people experiences. Transcom Philippines recognises its employees’ capabilities, supports their success, and helps them build their career paths within the company. It has always been the company’s priority to tap the home-grown talent pool to fill critical posts in various campaigns and departments.
Transcom Philippines has monthly employee engagement activities and programs, and annual major engagement events. This includes company events, learning sessions, online engagement through T: University – a digital learning platform, T: Buddy – an employee engagement app, Group Engagements including teams and departments, Community Engagements, and awareness, to name a few. Transcom Philippines conducts a pre- and post-survey on all programs and events it undertakes. This way, it is able to determine key activities and programs, and identify initiatives that meet the needs and wants of its employees. These surveys help Transcom Philippines connect with its employees to better understand their overall sentiments and general perception. The data is also used to create, improve, and enhance engagement programs.
In 2018, Transcom Worldwide introduced a new brand identity. While it refreshed its digital presence, it also recognised the importance of providing its employees with a workplace that supports their physical health as well as mental well-being. Transcom Worldwide created guidelines and provided materials and support to build a workplace with room for both work and recreation. Transcom Worldwide has greatly invested in Transcom Philippines’ workplace environment to provide a quality office space design leading to a less stressful and more productive atmosphere. Standard amenities in its offices include a childcare center, sleeping quarters, gym, cafeteria, café, and collaborative open spaces.
The top three things that employees value about Transcom Philippines are the Malasakit (Care) culture, People focus, and Organizational/Leadership support. Transcom Philippines is an inclusive organisation where employees nurture relationships, create an environment where everyone collaborates and respects each other, and values and supports each other and the communities to which they belong.
“Employees want to be part of a company that makes a positive impact on society and its employees’ lives. They want leaders to make their experience a priority. A global company like Transcom committing to these principles bodes very well for employees in Asia.”
Shanggari Balakrishnan, Chief Executive Officer, MORS Group
“A people-centric organization explicitly values the happiness and well-being of its people. It does this not just through slogans or catchphrases, but through developing programs that support employee success. It is to Transcom’s credit that it does just that.”
Dr. Jayanthi Desan, Lead Jury, ACES Awards