Frost & Sullivan Notes Transcom's Differentiated Solutions for a Challenging Contact Center Outsourcing Market
Transcom has strategized and implemented ambitious expansion plans for the European market
MOUNTAIN VIEW, Calif., April 13, 2015 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes Transcom with the 2015 European Frost & Sullivan Award for Visionary Innovation Leadership. Recognizing the need for differentiated solutions in an intensely competitive market, Transcom has rolled out a comprehensive suite of BPO services, including customer care, sales, technical support, and collections. The company's additional services, such as legal services tailored for the banking sector, as well as its back-office and interpretation services give it a vital competitive edge.
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In an increasingly connected world, Transcom is aware that innovation, agility, and best-practice implementation will win it substantial business opportunities. Aligning itself with emerging market dynamics, it recently set up a new Transcom contact center in Cali, Colombia. This contact center strengthens Transcom's position in Europe as it serves as an ideal offshore destination for clients in Spain. Transcom believes that the demand for Spanish-language services will grow considerably, and Colombia is best located to deliver high-quality services cost-effectively.
"Transcom continues to expand into new markets by leveraging existing client relationships," said Frost & Sullivan Global Director Stephen Loynd. "The company is already one of the top players in terms of delivery capacity in Europe, and has an excellent mix of onshore and near-shore delivery locations featuring key multilingual capabilities."
In 2014, Transcom expanded in Eastern Europe for domestic business (Szeged, Hungary), and is also expanding its multi-lingual near-shore delivery capacity to European countries (Belgrade in Serbia, Gdansk in Poland).
Furthermore, Transcom is investing in a unique Europe-based R&D project—LeonarDo 2.0.14—with the aim of defining solutions, tools, methods, and techniques to improve the customer service process and exploit the potential of new digital technologies. Transcom has taken the unusual step of partnering with the University of L'Aquila, which has a strong record of research and innovation, and is part of a network of small and dynamic enterprises operating in the fields of ICT and customer management.
"Transcom has backed its expansion drives with organizational changes to enhance focus and accountability, as well as better align the organization's mission, vision, strategy, and execution," noted Loynd. "It has also placed workforce optimization at the core of its client proposition. It invests in processes, methods, and tools with the aim of helping employees deliver better services at lower risk, higher consistency, and superior efficiency."
In 2013, Transcom created a knowledge base for a global consumer electronics client to lower handle times and improve quality and productivity. This new end-to-end solution brought together process maps, decision trees, simulators, FAQs, and product how-to information. The information is refined and enriched by agent feedback, content ratings, and rankings of the most viewed sections. Since the launch of the system, the average handle time decreased and customer satisfaction scores are up by 14 percentage points.
Transcom's approach to delivering a quality customer experience is based on operational efficiency in data collection and analysis. In order to run the business more efficiently and track its performance against key performance indicators (KPIs), data is automatically collected on Transcom's 1.4 million daily customer interactions. This is complemented by additional information, most of which is gathered during live customer interactions.
Overall, for its strong performance and far-sighted initiatives in Europe, Transcom richly deserves the Frost & Sullivan 2015 Visionary Innovation Leadership Award.
Each year, Frost & Sullivan presents this award to the company that has demonstrated the understanding to leverage global Mega Trends and integrate the vision into processes to achieve strategic excellence. The award recognizes the efficacy of the recipient's innovative process and the impact it has on business and society at large.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis and extensive secondary research to identify best practices in the industry.
About Transcom
Transcom is a global customer experience specialist, providing customer care, sales, technical support and collections services through an extensive network of contact centers and work-at-home agents. 30,000 customer experience specialists at 54 contact centers across 23 countries deliver services in 33 languages to over 400 international brands in various industry verticals. Transcom's share is listed on the Nasdaq Stockholm Exchange under the ticker symbol TWW.
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