20 years of Transcom in Poland

Today, the history of customer service is being rewritten as the global leader in customer service, Transcom, celebrates its 20 years of operation in Poland.

The company, present in the market since 2003, currently has offices in six cities in Poland, employing over 1,100 employees. Thanks to all of them, Transcom continually improves customer experience (CX) processes to provide the best possible service to its clients' customers.

The beginnings of success (1995-2003)

Transcom's first steps in the customer service industry were the result of the vision of Jan Stenbeck, an entrepreneurial visionary and founder of the company. Under his leadership, the company was established in 1995 by the Swedish investment company Kinnevik. From the very beginning, Transcom focused on customer service and supporting partners in acquiring new customers and business development. In 1997, the company expanded its operations to Sweden, Luxembourg, and Norway, and in 1999, it entered 11 other countries, including Germany, Italy, and France.

Entering the polish market (2003-2007)

Transcom Poland began its operations in 2003 by opening its first office in Olsztyn. Initially, a small team provided customer service to telecommunications clients in Polish and German. Four years later, the company opened its second office in Gdańsk, enabling it to expand its operations to international markets and collaborate with clients from various sectors. The Gdańsk location initiated the mission of creating a multilingual center offering services in German, Polish, and Scandinavian languages, including Norwegian and Swedish.

Expansion and growth (2008-2019)

Another city where the global brand opened its office was Białystok. The branch started by serving telecommunications clients and now has over 200 agents, also providing support for well-known fashion brands specializing in e-commerce. After a few years, the company opened an office in Elbląg, recognizing the city's growth potential. Transcom began its operations there in 2019, offering sales services for the telecommunications industry and customer support for e-commerce clients. Transcom's portfolio expanded to include not only e-commerce customer service but also customer support through video calls for German-speaking projects in Gdańsk.

Continuation of development and multilingual centers (2020-2022)

In 2021, the company opened a branch in Poznań, continuing its mission of creating a multilingual customer service cen ter, where they developed projects for an energy brand in the German language, among others. Considering the needs of its clients, Transcom adjusted the locations of its offices. Therefore, in 2022, it decided to open another branch in Grudziądz, where they handle customer service projects for a telecommunications brand.

Collaboration — together in successes and challenges (from 1995 to now)

Transcom has always been actively in volved in the business process outsourcing industry, expanding its operations and acquiring new clients in various sectors. Over the years, the company has received numerous awards and recognitions, including Partner of the Year awards from 2014 to 2018 and Outsourcing Stars awards in 2015 and 2021. Through the "Transcom Cares" initiative, the company supports charitable activities and local communities, inclu ding participation in the Poland Business Run and organizing fundraisers and events for causes such as Ukraine in 2022 with the Virtual Run for Ukraine. Through these initiatives, the company continuously strives to meet the needs of its employees, such as offering "Pink Boxes for Women" in every office. In 2023, the company donated 80 computers to two high schools in Olsztyn in collaboration with the Future for Children Foundation.

Adaptation during the pandemic (2020-2021)

The pandemic, a period when everyone faced some of the greatest challenges, did not spare Transcom Poland. During this crisis, the company demonstrated operational flexibility and a significant ability to adapt. The introduction of a hybrid work model, the implementation of fully remote projects, and internal process optimization were key steps that contributed to strengthening the company's positive image. It's worth noting that all these actions related to relocating employees and ensuring their safety were carried out in an extremely short time, within just three weeks of the pandemic's outbreak, starting with the largest telecommunications projects.

In retrospect, the pandemic became a factor that allowed Transcom to open up to the entire Poland, offering remote work on selected projects.

The future happening today (2023 and beyond)

The year 2023 illustrates that Transcom's 20 years of success in Poland have been the result of the dedication of people who aimed to provide top-notch customer service. Transcom is committed to creating an inspiring work environment that supports creativity, innovation, and collaboration. The company's main values remain the pursuit of excellence and customer satisfaction thanks to employees and technology, along with expertise in the field of digital customer experience transformation.

In their daily work, Transcom's team communicates directly in 33 languages, and thanks to the Transcom Automated Translation solution, they can provide support in 99 languages from anywhere on Earth. The key to this success is the values that help achieve their goals. When describing Transcom's culture, employees primarily emphasize the tremendous support and opportunities for learning and professional development.

Pride and values (from 1995 to now)

At Transcom, being wholeheartedly dedicated is a daily occurrence, both to customers and to each other. Every day, someone embarks on their Transcom journey, using their present potential to build skills for the future. Challenges, such as the pandemic, allowed Transcom not only to expand its operations throughout

Poland but also to enrich its portfolio with innovative solutions, such as Automated Translation, which have become integral tools in their daily work.

Transcom's employees are masters at making positive, lasting changes in their teams and communities. They create an atmosphere of commitment and collaboration, which is the foundation of their success. Their dedication to customers and each other is evident in every action and initiative. Transcom's employees are not just workers; they are professionals who continually strive to im prove their skills to exceed expectations. It's also a commitment to the community that extends beyond office walls. By supporting various charitable initiatives and local communities, they make the world a better place. After every success and challenge, they can certainly say that the best is yet to come.

This article comes from magazine:
FOCUS ON Business #13 November-December (6/2023)