Successful talent management in Transcom Leon improves performance and quality
In order to keep up with the on-going changes in the customer care industry and to be able to plan for structural improvement, in Transcom Spain, we recently enrolled project "Stop & Go" at our site in Leon. Our goal with the project is to identify and develop our potential and human capital, growing in quality, performance and overall satisfaction.
After getting the UNE EN 15838 certification, we saw the need to take a step further in terms of our human capital. By using the selection standard defined in the UNE certification we reassessed our Senior Team Leaders, Team Leaders and Product Supervisors as these persons are key players when it comes to managing the contact center successfully. The “Stop & Go” project started in November with a personal interview with the immediate superior and workshop with the HR-team. Competencies were analyzed as objectively as possible, with all kinds of situations and aspects to be evaluated in each case, with a combination of attitudes, skills, knowledge, motivation and actual performance.
This way we created an environment where the evaluated person was able to perceive his or her reality from a new perspective and understand that, under a different light, we can always find skills and competencies to develop and that will permit us to succeed.
In January and February, the second step of our program consisted in defining detailed action plans, together with the evaluated staff, in order to improve specific areas to further develop their tasks with the quality standard we have set. Thanks to a full cooperation between Human Resources, Operations and Quality, we have achieved our first milestones for the project:
- All employees to know in detail the purpose of their work
- The key competencies needed to perform it
- Key competencies that needs be developed through concrete actions
Today, the entire structure helps us to perform better every day, because we all know our potential and are heading all our efforts to build winning teams every minute. We know our worth and know our areas of improvement, and that is something that with hard work and attitude makes us winners. Each member of the teams, meet the demands of their job and have unified criteria and objectives. We are certainly in the direct path to success in managing people. These are some of the testimonials that the participants in the “Stop & Go” program have shared with us:
"The analysis and subsequent action plan has made me reconsider the situation of each agent, both professionally and personally" "The analysis has given me a push to keep improving, both professionally and personally, get out of my comfort zone and boosting my potential at all levels.” "This project has given me another view of my skills and personality that can help me to achieve more ambitious goals." "You get a glimpse of your work than you are not aware of, for better or for worse! :)"
We are not only trying things make look good, or getting the predefined results… we want more, much more, we want to grow every day in quality, efficiency and, all together, facilitate the perfect setting, with all necessary means, in order that every professional has the possibility of developing the best version of him or herself in each of the key positions. We do not want to have good Team Leaders; we aim to develop the best Team Leader and we want to grow together in the same direction.