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  • 1. Transcom Overview 1
  • 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. 2
  • 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 3
  • 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. 5
  • 6. Growth Employees Revenue 25000 700 600 20000 500 15000 400 300 10000 200 5000 100 0 0 2001 2002 2003 2004 2005 2006 2007 2008 2001 2002 2003 2004 2005 2006 2007 Contact Centers Countries 80 35 70 30 60 25 50 20 40 30 15 20 10 10 5 0 0 2001 2002 2003 2004 2005 2006 2007 2001 2002 2003 2004 2005 2006 2007 6
  • 7. Our Clients Financial Services Telecom Retail Other Travel & Leisure Media and Technology 7
  • 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. 8
  • 9. Our values Passion Innovation Fun Honesty Excellence 9
  • 10. Human Resources 10
  • 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. 11
  • 12. Our Solutions 12
  • 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 13
  • 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 14
  • 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 15
  • 16. Company Organization 16
  • 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 17
  • 18. For further information please contact: lindsay.beveridge@transcom.com www.transcom.com 18