2. Who We Are
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.
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3. Our benefits
29 countries (global network of CMS partners)
Vast footprint 33 languages
75 sites
Full sweep of customer relations and credit
Complete customer management services
interactions offering One-stop customer management solution
Blended programs
Proven processes
Management
Professional team of international project
know-how
management experts
20,000+ professionals (FTEs)
Powerful resources Proven technology and systems
Capacity to handle large volumes
Standardized processes and technology for
Advanced flexibility
client-tailored solutions
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4. 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 Swedish
investment group Kinnevik (Europe’s 8th largest investment company)
*Conversion rate on 10 November 2008
www.xe.com 4
5. History
1995
Transcom AB is established by Industri-förvaltnings AB Kinnevik
2000
Transcom Europe and Transcom AB merge to form Transcom WorldWide S.A., headquartered in Luxembourg, with presence in 11
countries
2001
Transcom WorldWide S.A. is listed on the Stockholm Stock Exchange
2003
Diversification 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.
2004-2005
Contact 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.
2006
Credit 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.
2007
Additional 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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7. Our Clients
Financial Services Telecom Retail
Other
Travel & Leisure
Media and Technology
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8. 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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9. Our values
Passion
Innovation Fun
Honesty Excellence
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11. 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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13. Solutions
CUSTOMER INTERACTIONS
Credit Management
Credit Management
Customer Care, Sales &
Customer Care, Sales & Solutions
Solutions Additional Customer
Additional Customer
Support Solutions
Support Solutions Related Solutions
Related Solutions
Credit Collection
Credit Collection
Market research Consulting
Consulting
Market research
Debt Purchase
Customer acquisition, Debt Purchase Interpretation
Customer acquisition, Interpretation
development && retention
development retention Specialized Services
Specialized Services Legal Services
Legal Services
Customer care && technical
Customer care technical
support
support
Business Improvement
Business Improvement
SUPPORT Human Resources FUNCTIONS
Human Resources
Information Technology
Information Technology
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14. Support functions
CUSTOMER INTERACTIONS
SUPPORT FUNCTIONS
Human Resources
Human Resources
Business Improvement
Business Improvement Effective organization Standard recruitment
Competence Reward program
Quality concept Optimization & control
Motivation PDP
Transaction monitoring Traffic control & planning
Calibration sessions Statistics & reporting
User satisfaction surveys Group report Information Technology
Information Technology
Product & knowledge tests
Mystery shopping Consistent technology
Training Aspect eWorkforce Altitude
Avaya Nice
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15. Business Process Management
Transformational Solution
• STP (Straight through processing)
• Value added reporting / analytics
• Business assurance
Transformation Eliminate
Work
• Role reengineering
Do it • Shop floor automation
differently • Process Audits
• Process & org restructuring
• Inter & Intra industry best practices
Efficiency Do it • Process backboning
• Six sigma
better • Benchmarking
Cost Saving • Global skill supply chain
• Global delivery model
• Front end automation
Do it • Adaptive operating model
cheaper
Processes Functions Products Business
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17. Transcom Org. Chart
CEO
CEO
General General Business
General General General General Sales & Key
Manager Manager Improve- HR
Manager Manager Manager Manager Marketing CFO CTO Account
North West & ment Director
North Iberia South Collections Director Manager
America Central Director
Canada
Canada Denmark
Denmark UK
UK Chile
Chile Italy
Italy Austria
Austria Business
Business Business
Business Finance
Finance Applic.
Applic. Area HRM
Area HRM Tele2
Tele2
Philippines
Philippines Norway
Norway EAST
EAST Portugal
Portugal France
France Canada
Canada Improve-
Improve- Develop.
Develop. M&A
M&A Infrastr.
Infrastr. Internal
Internal Account
Account
USA
USA Sweden
Sweden Croatia
Croatia Spain
Spain Tunisia
Tunisia Chile
Chile ment &
ment & Sales
Sales Audit
Audit Support
Support Communica
Communica Structure
Structure
Estonia
Estonia Croatia
Croatia Support
Support Support
Support Start Ups
Start Ups Centre
Centre tion
tion
Latvia
Latvia Czech Rep
Czech Rep Business
Business Regional IT
Regional IT
Lithuania
Lithuania Denmark
Denmark Analysis
Analysis
BENELUX
BENELUX Finland
Finland Corp Mktg
Corp Mktg
Belgium
Belgium France
France
Luxemb.
Luxemb. Germany
Germany
Netherlands
Netherlands Italy
Italy
CENTRAL
CENTRAL Norway
Norway
Austria
Austria Poland
Poland
Czech Rep
Czech Rep Portugal
Portugal
Germany
Germany Slovakia
Slovakia
Hungary
Hungary Slovenia
Slovenia
Poland
Poland Spain
Spain
Romania
Romania Sweden
Sweden
Serbia
Serbia Switzerland
Switzerland
Slovakia
Slovakia UK
UK
Switzerland
Switzerland USA
USA
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