About this story

Transcom is a global customer experience specialist, providing customer care, sales, technical support and credit management services through an extensive network of contact centers and work-at-home agents. With 29,000 customer experience specialists at 57 contact centers across 24 countries, delivering services in 33 languages to over 400 international brands in various industry verticals, the lifeblood of Transcom is delivering outstanding customer experiences on the behalf of their clients.

This initiative was targeted to a Client team of call center representatives who were responsible for providing customer care on behalf of a global information technology leader. Targeted KPIs around staff retention and development are part of the SLA Transcom has with this client, and this client represents a critical account for the business.

people

29k

Employees

domain

Call Center

Industry Vertical

public

Philippines

Region

healing

Engagement

Solution

Challenge

The employee team is part of a growing and competitive call center industry in the Philippines. The Philippines is considered as location of choice due to its less expensive operational and labor costs, as well as having a highly skilled workforce, proficiency in American-style English and idioms, and a constant stream of college-educated graduates entering the workforce.

The Philippines remains as a top BPO destination for the estimated $150-billion business process outsourcing industry. However, this does present challenges for employers in that this exciting industry in incredibly competitive for talent, and retention and sourcing of good employees is difficult with new job opportunities appearing for workers all the time.

Solution

CareerDrive™
Branded Fuel50 CareerDrive™ license using all 5 exercises and career planning

+

Workshops
One hour Career Energizer workshops facilitated by Fuel50

+

Career Touch Points
1-on-1 ten minute debrief discussions between team leaders and agents

Focus

With an overall goal of impacting retention and absenteeism, this career engagement initiative focused on a mix of low and high touch career points over the employee experience. The Career Rave program was designed to kick start an initiative that supports the creating of raving ‘employee’ fans in this organization. The goal was to have a measurable impact on retention and engagement while providing career moments that build a Career Rave Experience for each staff employee.

Long term, this will show impact on absenteeism and increasing personal satisfaction at work. The program consisted of fun, team wide initiatives, trainer lead Career Rave Energizer’s and team leader/ employee high touch career discussions (embedded in weekly 1 on 1 conversations).

0%

would recommend Transcom as employer (an increase from 86.6)

0%

of employees in August strongly agreed that they know what skills and abilities they need to grow for their future career at Transcom (compared with 48% in April)

0%

reduction in voluntary attrition

0%

Find their career conversations to be very helpful (compared to 50% in April)

0%

reduction in involuntary attrition

0%

have had a career conversation with their team leader within the last week (compared to 43% in April)

0%

of agents strongly agree that Transcom provides me with opportunities to grow my skills and abilities (compared with 27% in April)

0%

 strongly agree that Transcom cares about my career (compared with 29% in April)

16.12%

Absenteeism decreased from 16.12% to 12.13%

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