The many firsts of Transcom in the Philippines

Transcom Worldwide Philippines, which comprises one-third of the operations of Transcom Global, is always the first to implement the organization’s initiatives. When Transcom Global CEO Michael Weinreich revealed the company’s new brand identity on September 27, the Philippine division has already refurbished its Manila-based regional HQ showcasing its new visual identity last October 1.

The new brand identity is one of the many transformations taking place within Transcom, all in an effort to become a more innovative, customer-centric, and people-driven organization.

“I am very glad to be back in the Philippines and to witness once more one of the many firsts for Transcom. The new visual identity is a reflection of our new company mission: We are the voice of our clients – a global service partner who combines passionate human talent with intelligent technology to create smarter people experiences,” Weinreich said, who graced the launch of the refurbished regional HQ while on a four-day visit to the country.

Globally, Transcom has 30,000 passionate and talented employees in 21 countries engaging in 1.5 million interactions with their clients’ customers in more than 33 languages all over the world everyday. The Philippines is home to 12,000 of these employees.

Also part of Weinreich’s visit to the Philippines was a press conference held on October 2 at the Edsa Shangri-La Hotel in Mandaluyong City. There he shared to media representatives how Transcom is changing many of its processes to keep up with industry and consumer demands.

Present during the press conference were the Ambassador of Sweden to the Philippines, H.E. Harald Fries, and the executive director of the Nordic Chamber of Commerce of the Philippines Joona Selin. They expressed their appreciation for Transcom’s strong commitment to generate more jobs and for advocating innovation in the country.

Digitalization

Transcom’s brand transformation also mirrors its response to the rise of more demanding global consumers that heavily rely on digital channels and hyper-connectivity. Thus, the company invests in digital solutions such as virtual agents and Robotic Process Automation (RPA) to provide more efficient customer service channels. This does not, however, mean that there will be less reliance on live human agents. Transcom’s investment in digitalization goes with the intent of supporting the passion and skills of its people in order to enhance customer experience.

Transcom in the Philippines, which is considered as the largest Swedish-owned BPO in the country, is also the first to undertake these digital changes. Under his leadership, Transcom’s CEO for the Global English Region Mark Lyndsell has successfully implemented digitalization projects to support talent management––using artificial intelligence in hiring, virtual reality in training, and automated processes for employee benefits administration.

Expansion Through Awesome OS

In August, Transcom acquired Davao-based e-commerce customer experience specialist Awesome OS as part of its efforts to expand its digital services to a wider customer base, and to strategically position the brand in a way that will increase its attractiveness both to existing and potential clients.

“We are committed to grow our foothold in the Philippines and we started this with the acquisition of Awesome OS in August 2018 which added more than 2,000 employees in our roster,” Weinreich shared.

Awesome OS, as an e-Commerce customer care organization, caters to operations of startup companies in North America. It offers non-technical jobs that are considered less prone to employee attrition. The acquisition not only increases Transcom’s headcount in the Philippines but also allows it to widen its customer base in North America. Awesome OS is gearing up to expand its operations in Europe and now has the advantage of Transcom’s extensive market experience in the region.

“The acquisition of Awesome OS presents a mutually beneficial business model and it evidences the readiness of Transcom to offer something new to the market––be it in the type of job, type of clients, and type of operation. Our growth in the Philippines for 2018 and for the next couple of years will increase through the expansion of Awesome OS,” Weinreich said.

Roger Kuo, CEO of Awesome OS, confirmed that Awesome OS will grow by at least 500 employees more by the end of 2018. As they fill the floors of the Matina Town Square (MTS) Building in Davao’s Ayala Business Center, they are also looking for a new location to house future expansions.

“We intend to grow our Philippine operations by 30 percent in the next two to three years and with the way things are going with Awesome OS, we are on track with our growth plan,” according to Lyndsell.

Transcom Tayo!

Transcom has been operating in the Philippines for 14 years. With Weinreich and Lyndsell’s leadership at the global and regional scope that commenced in the third quarter of 2017, the company has been going through rapid transformation over the past several months.

Core to these changes is the tremendous support for people. Lyndsell’s team in the Philippines pushes transformation with the battlecry “Transcom Tayo!” that goes with the intent of building an inclusive culture of meritocracy and solicitude. For Weinreich, the support and care for people translates to passion for servicing clients and delivering excellent performance.

“I am always amazed with the energy and passion of Filipinos,” Weinreich shared. “I also like the fact that the Philippines gives great importance to family, which is a value that we hope to permeate throughout our organizational culture as we proceed further in our transformation journey.”

“At Transcom, we want our people to be inspired. We want to cultivate their skills and competencies. Passionate employees and being passionate about our clients and customer experience will help propel us to leadership positions in innovation, quality and performance. Performing at the highest level will allow us to grow and finance the development of even better solutions for our clients.”

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