News : Frost & Sullivan Recognizes Transcom's Differentiated Solutions
Mountain View, CA, USA, April 13, 2015 -- 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.
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 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 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."
Overall, for its strong performance and far-sighted initiatives in Europe, Transcom richly deserves the Frost & Sullivan 2015 Visionary Innovation Leadership Award.
Posted by Veronica Silva Cusi, news correspondent
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About Transcom WorldWide:
Transcom's staff of skilled customer service employees handle more than two million contacts per month on behalf of clients that range from small and mid-sized businesses to a "blue chip" list of large multi-national companies. It's a truly global corporation that manages a fast-growing customer base from U.S., Canadian and overseas companies in financial services, telecommunications, cable broadcasting, automotive, entertainment and other market sectors.
About Frost & Sullivan:
Frost & Sullivan, the Growth Partnership Company, works in collaboration with clients to leverage visionary innovation that addresses the global challenges and related growth opportunities that will make or break today's market participants. For more than 50 years, we have been developing growth strategies for the global 1000, emerging businesses, the public sector and the investment community. Is your organization prepared for the next profound wave of industry convergence, disruptive technologies, increasing competitive intensity, Mega Trends, breakthrough best practices, changing customer dynamics and emerging economies?
Published: Tuesday, April 14, 2015