TRANSCOM, a global customer experience specialist, launched last May its Lifestyle and Wellness Hub at their new Regional Operating Headquarters (ROHQ) at EDSA, Mandaluyong City near the Boni MRT station.
Leading the launch is Mark Lyndsell, the CEO of Transcom’s Global English Region together with his team.
During the media round table discussion before the official ribbon-cutting ceremonies, Lyndsell has answered questions pertaining to their latest employee-centered innovation and the current situation of the company and the BPO industry here in the Philippines in general.
Q: Can you tell us what Transcom is all about?
“Yeah. So first and foremost we’re a global organization and we employ about 27,000 people globally. Around 10,000 here in the Philippines. Philippines represents a third of our work force and we are a BPO although not listed in the top 50 BPO’s in the Philippines we are in fact in the top 50 in terms of revenue in the Philippines. We’ve been here actually since 2007, so we’ve been here a long time. As a business I can say that Transcom itself in terms of what we’re about is actually changing. To be quite frank, our industry is going through quite a transformation, technology is catching up with consumer expectations and we’re seeing a real shift to automation and more agile ways of working and so Transcom is actually very focused on whatever part we’ll be able to adapt to in that changing environment. I think we place heavy emphasis on our client relationships, we support some of the largest global brands both here in the Philippines and outside. But we also pay heavy focus and weight on our relationships with our people, not just here in the Philippines but all over our organization.”
Q: Can you tell us the reason or inspiration behind this new endeavor of yours?
“Transcom, in its very core, is all about an inclusive team that is focused on people. It is about setting the standard of dignity, equality, and respect. It means that each one takes part in proactively shaping, cultivating, and building the company we want to work and live in. This is why genuine care is important to our company. Genuine care for people is very consistent with the Filipino trait “malasakit” which we would like to permeate in our organizational culture.”
Q: You’ve been here in the Philippines for quite some time, can share to us the current state of the BPO industry here in the Philippines or what has changed since you started here?
“I think probably, 10 years ago, the Philippines was seen as a place where you can lower your costs. Actually I first came to Philippines back in the late 2007. So truth be told back then if you’re talking to probably most of our clients they’re looking at how best to lower their cost. I think what’s changed dramatically in probably the last 5 years is that expectations have been changed completely. So it’s no longer about cost, it’s actually about how you can narrow the gap between what you do in an off shore setting and what they do in an on-shore setting. It’s about finding ways in which we can innovate. I think beyond that I would say that the other thing that’s changed is that all of our clients today are going for the digital agenda, which means they are looking for every opportunity to avoid phone calls and they expect a partner such as Transcom to be able to support them. That means we have to be able to understand their customer behavior, understand their tools, their systems, their processes and to be able to apply value added services.”
Q: What percentage is still voice in Transcom today?
“I’d say probably about 80 percent of our business is still voice but we could see that there is a very clear direction to non-voice, but it still remains to be seen.”
The Transcom Lifestyle and Wellness Hub in their new ROHQ in EDSA, Madaluyong features a Cafe, Gym and Child Care Facility. Aside from these, Transcom also has its very own onsite pharmacies to save employees the hassle of buying needed medical supplies outside, as well as regular shuttle services.
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