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An overview of Transcom, a global provider of outsourced customer and credit management services.
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A global provider of outsourced customer and credit management servicesmanagement services
Who we are…
Transcom is a global provider of outsourced customer and credit management services.
Transcom manages what matters most.
Our customer management services support profitableOur customer management services support profitable, long-term relationships.
Our credit management services secure your revenue stream.
2www.transcom.com
Managing the customer lifecycle
Services across your customer lifecycle
Win CustomersCustomer acquisitionCross & upsell
Improving your customer relationships
Securing your revenues
Grow BusinessCustomer serviceTechnical supportCustomer retention
Delivering business resultsCustomer retention
Secure RevenueEarly collectionsContingent collectionsContingent collectionsLegal collections
3www.transcom.com
Focused on customer outcomes
Focus on results
Operational efficiency and
Win CustomersSales conversion ratesCustomer profitabilityProducts/revenue per p y
customer outcomes
Link our reward to delivery
Products/revenue per customerSegment penetration
Grow BusinessCustomer satisfactionProblem resolution ratesChurn reductionWin back performance
Secure RevenueDay sales outstandingRecovery rate
4www.transcom.com
Creating value
Baseline revenue growthImprove customer satisfaction
Baseline revenue growth
Baselineoperating
environment
Apply ourindustry
experience
Applysegmented
channeloptions
Maximizeworkforce
effectiveness
Managesourcing
mix
Optimizeoperational
performance andbusiness results
Improve employee satisfaction
Baseline cost to serveBaseline cost to serve
5www.transcom.com
Delivering across the globe
24,500 people
75 sites
Where you need us to be
In line with regulatory requirements
27 countries
600,000 customer contacts
g y q
Reflecting local market cultures
33 languages
Every day to
250 clients
6www.transcom.com
History of growth
Founded 1995Employees
25,000
30,000Revenue (€ million)
600
700
Listed on Stockholm Exchange 2001
Part of Kinnevik Group5,000
10,000
15,000
20,000
100
200
300
400
500
Part of Kinnevik Group, Europe’s 8th largest investment company
02001 2002 2003 2004 2005 2006 2007 2008 2009 2010
0
100
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
Service centres Countries
40
50
60
70
80
90
15
20
25
30
0
10
20
30
40
2001 2002 2003 2004 2005 2006 2007 2008 2009 20100
5
10
2001 2002 2003 2004 2005 2006 2007 2008 2009 2010
7www.transcom.com
Leadership team
Pablo Sanchez LozanoPresident and CEO
Carolina AbrahamHuman Resources Director
Aïssa AzzouziChief Finance Officer
Roberta CarluccioGlobal CommercialDirector
Torsten EdebackExecutive Director
Martin KochmanChief Strategy Officer & Head of Credit Management
Ignacio de MontisGlobal Accounts Director
John RobsonChief Information Officer
Jörg ZimmermannOperations Director
Johan Eriksson Regimantas Liepa José Perez Melber Geoffrey Smyth
8
Johan ErikssonGeneral Manager,North Europe
Regimantas LiepaGeneral Manager,West & Central Europe
José Perez MelberGeneral Manager, Iberia,France & Latin America
Geoffrey SmythGeneral Manager,North America & Asia
www.transcom.com
Our clients
Financial Services
Telecoms
Travel & Leisure Media & Technology
Retail OtherRetail Other
9www.transcom.com
Our clients
“Transcom’s strong industry knowledge and firm focus on delivery are tremendous strengths.”Antonio Franchino Head of Customer Operations TeleTuAntonio Franchino, Head of Customer Operations, TeleTu
“Transcom’s willingness to do things differently and ability to respond at speed have helped us maintain our y p p pbusiness agility and seize market opportunities.”Zach Lewy, CEO, Arrow Global
“Transcom’s agents have exceptional service skillsTranscom s agents have exceptional service skills, specialist airline knowledge and highly developed problem solving skills.”Caroline Patterson, Director, MCS
10www.transcom.com
Our clients
“Transcom is evolving with us to meet new challenges, maintaining a lean, efficient operation that’s allowing us t h ll tit ith ito challenge our competitors with our service excellence.”Fredrik Stenberg, Director of Customer Operations, Tele2
“Transcom has been proactive in finding ways to streamline the operation – to cut out cost and work smarter.”Ian Brown Financial Controller Group Services VW GroupIan Brown, Financial Controller, Group Services, VW Group
11www.transcom.com
Location choices
Home markets
• France
• Germany
• Italy
• Austria
• Belgium
• Canada
• Netherlands
• Norway
• Poland
• Slovakia
• Spain
• Sweden
• UK
• USA
N h
• Luxembourg• Denmark • Portugal • Switzerland
HC d S biNear shore locations
• Hungary
• Latvia
• Lithuania
• Romania
• Canada
• Croatia
• Czech Rep
• Estonia
• Serbia
Offshore l ti
• Chile
• Philippineslocations Philippines
• Tunisia
Home Agent and Agent on Demand options available in some markets
12
g g p
www.transcom.com
Technology
Telephone and contact handling
Your view:You must be able to deliver contacts to us any way you want
Our solution:Our best in class contact center platforms support standard telephony, VOIP and SIP
Your view:We should integrate seamlessly with your application platforms
Our solution:We have proven access to all your applications via standard PC or thin client environments
Your view:You need to support the channelsyour customers demand
Our solution:We support all contact channelsincluding phone, chat, email, sms, social media
Your view:Calls should be answered in a location that suits you best
media
Our solution:Our fully redundant global MPLs network delivers every contact to the right agent in any location
13
that suits you best every contact to the right agent in any location
www.transcom.com
Technology
Delivering service
Your view:Our technology infrastructuremust be reliable
Our solution:Our critical infrastructure is hostedin purpose built data centers acrossthe globeg
Your view:Security and compliance is vitalf b i
Our solution:We can comply to the national
d i t ti l t d dfor your business and international standards yourindustry demands
Your view: Our solution:Your view:You need reports that aremeaningful for your business
Our solution:We have invested in technologies thatcollect, aggregate and report information in multiple easy to access formats
14www.transcom.com
Technology
Delivering service
Your view:Campaigns must be implementedquickly and changes made at speed
Our solution:Our dedicated technology shared servicecenter is experienced in high speed ramp up and change implementationup and change implementation
Your view:The right agent should be available inth i ht l t th i ht ti
Our solution:Our best in class workforce managementtechnologies deliver sophisticated andthe right place, at the right time – every
timetechnologies deliver sophisticated and precise forecasting and scheduling
Your view: Our solution:Your view:Quality is paramount We use the best call recording and quality
management technologies to give your teams and ours direct access to every interaction
15www.transcom.com