Transcom Corporate Deck Linkedin
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1 Transcom Overview
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Transcript of Transcom Corporate Deck Linkedin
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Transcom Overview
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Transcom is a leading global BPO provider, delivering cost-effective
solutions while optimising efficiency and quality for our clients.
Transcom’s 20,000+ employees serve our clients from
75 sites in 29 countries world wide.
Who We Are
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Our benefits
Standardized processes and technology for client-tailored solutions
�Advanced flexibility
20,000+ professionals (FTEs)Proven technology and systemsCapacity to handle large volumes
�Powerful resources
Proven processesProfessional team of international project management experts
�Management know-how
Full sweep of customer relations and credit management servicesOne-stop customer management solutionBlended programs
�Complete customer interactions offering
29 countries (global network of CMS partners)33 languages75 sites
�Vast footprint
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Transcom in brief
� Established 1995
� The largest geographic footprint in Europe
� Over 20,000 employees serving customers in 33 languages
� Delivering services from 75 centres in 29 countries
� Net sales up 11% in 2007 to 600 M€ ($771 Million)
� 24% average annual revenue growth since 1999
� Listed at the OMX Nordic Exchange. Main shareholder: the Swedishinvestment group Kinnevik (Europe’s 8th largest investment company)
*Conversion rate on 10 November 2008
www.xe.com
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History
1995Transcom AB is established by Industri-förvaltnings AB Kinnevik
2000Transcom Europe and Transcom AB merge to form Transcom WorldWide S.A., headquartered in Luxembourg, with presence in 11 countries
2001Transcom WorldWide S.A. is listed on the Stockholm Stock Exchange
2003Diversification into the credit management business through the acquisition of Credit International Services (CIS). Portugal is included in Transcom’s footprint. The first of two sites is opened in Barcelona, Spain.
2004-2005Contact centre consulting services are added to the portfolio. Credit management company acquired in Czech Republic. Sites are launched in Belgium, Croatia, and Tunisia. Two more sites are added in Spain, and an acquisition is made in Hungary.
2006Credit management services expanded via launch in Slovakia, and acquisitions in the UK and Germany. TransVoice is reinforced through the acquisition of Stockholms Tolkförmedling. New sites in Belgium, France, and Italy. Chile is added to the country portfolio.
2007Additional sites are opened in Poland, Chile, and Lithuania. Credit management acquisitions are made in Austria and Poland. NuComm International, a BPO provider with operations in Canada, US and the Philippines are acquired.
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GrowthEmployees
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5000
10000
15000
20000
25000
2001 2002 2003 2004 2005 2006 2007 2008
Revenue
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100
200
300
400
500
600
700
2001 2002 2003 2004 2005 2006 2007
Contact Centers
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10
20
30
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50
60
70
80
2001 2002 2003 2004 2005 2006 2007
Countries
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5
10
15
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25
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2001 2002 2003 2004 2005 2006 2007
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Our Clients
Financial Services
Travel & Leisure
Retail
Other
Telecom
Media and Technology
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Company strategy & key initiatives
� Continue our geographical expansion with low cost centres in fast growing new markets.
� Develop more near / off shore services in existing markets.
� Evaluate further acquisitions, particularly in credit management services.
� Continue to develop client outsourcing-related solutions.
� Enhance business efficiencies through technology and process improvements.
� Focus on reducing cost and overhead within our clients’ businesses, such as credit management solutions and back office processing.
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Our values
Innovation
Honesty
Passion
Fun
Excellence
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Human Resources
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Our HR philosophy
Transcom’s HR teams across the globe are dedicated to attracting, selecting, and engaging the best people for your business.
� By applying a proven recruitment methodology, we attract
the right candidates to suit your company’s needs.
� By creating results-oriented working environments
where individual and team successes are recognised and
rewarded, we retain the best employees
� By driving the promotion of our company culture we
help our people give their best, in the best possible way.
Put simply, our focus is to recruit and retain a high quality, motivated, multilingual workforce across our global network – all with the aim of supporting and enhancing your business.
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Our Solutions
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Solutions
Customer Care, Sales & Support Solutions
Customer Care, Sales & Support Solutions
Credit Management Solutions
Credit Management Solutions Additional Customer
Related Solutions
Additional Customer Related Solutions
Credit CollectionCredit Collection
Debt PurchaseDebt Purchase
Specialized ServicesSpecialized Services
ConsultingConsulting
InterpretationInterpretation
Legal ServicesLegal Services
Market researchMarket research
Customer acquisition, development & retention
Customer acquisition, development & retention
Customer care & technical support
Customer care & technical support
Human ResourcesHuman Resources
Information TechnologyInformation Technology
Business ImprovementBusiness Improvement
SUPPORT FUNCTIONS
CUSTOMER INTERACTIONS
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Support functions
Human ResourcesHuman Resources
Information TechnologyInformation Technology
Business ImprovementBusiness Improvement
SUPPORT FUNCTIONS
Consistent technologyAspect eWorkforce AltitudeAvaya Nice
Effective organization Standard recruitmentCompetence Reward program Motivation PDP
CUSTOMER INTERACTIONS
Quality conceptTransaction monitoringCalibration sessionsUser satisfaction surveysProduct & knowledge testsMystery shoppingTraining
Optimization & controlTraffic control & planningStatistics & reportingGroup report
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Do it cheaper
Do it better
Do it differently
EliminateWork
Cost Saving
Efficiency
Processes Functions Products Business
Transformation
• Global skill supply chain• Global delivery model • Front end automation• Adaptive operating model
• Process backboning• Six sigma • Benchmarking
• Role reengineering• Shop floor automation• Process Audits• Process & org restructuring• Inter & Intra industry best practices
• STP (Straight through processing)• Value added reporting / analytics• Business assurance
Business Process ManagementTransformational Solution
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Company Organization
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Transcom Org. Chart
CEOCEO
General ManagerNorthAmerica
GeneralManagerNorth
General Manager West & Central
General ManagerIberia
General Manager South
GeneralManager
Collections
Business Improve-ment
Director
Sales & MarketingDirector
CFO CTOHR
Director
Key Account Manager
UKEASTCroatiaEstoniaLatviaLithuaniaBENELUXBelgiumLuxemb.Netherlands
CENTRALAustriaCzech RepGermanyHungaryPolandRomaniaSerbiaSlovakiaSwitzerland
UKEASTCroatiaEstoniaLatviaLithuaniaBENELUXBelgiumLuxemb.Netherlands
CENTRALAustriaCzech RepGermanyHungaryPolandRomaniaSerbiaSlovakiaSwitzerland
Austria Canada Chile Croatia Czech Rep Denmark Finland France Germany Italy Norway Poland Portugal Slovakia Slovenia Spain Sweden Switzerland UK USA
Austria Canada Chile Croatia Czech Rep Denmark Finland France Germany Italy Norway Poland Portugal Slovakia Slovenia Spain Sweden Switzerland UK USA
CanadaPhilippinesUSA
CanadaPhilippinesUSA
DenmarkNorwaySweden
DenmarkNorwaySweden
ChilePortugalSpain
ChilePortugalSpain
ItalyFranceTunisia
ItalyFranceTunisia
Business Improve-ment & Support
Business Improve-ment & Support
Business Develop.Sales SupportBusiness AnalysisCorp Mktg
Business Develop.Sales SupportBusiness AnalysisCorp Mktg
FinanceM&AAuditStart Ups
FinanceM&AAuditStart Ups
Applic.Infrastr.Support CentreRegional IT
Applic.Infrastr.Support CentreRegional IT
Area HRMInternal Communication
Area HRMInternal Communication
Tele2 Account Structure
Tele2 Account Structure
