Transcom provides customer management and credit management services to support profitable customer relationships and secure revenue streams for its clients. It manages the entire customer lifecycle from acquiring customers through sales, providing customer service, and securing payment through early collections, contingent collections, and legal collections if needed. Transcom has a global network across 27 countries and manages over 600,000 customer contacts per day for over 350 clients in 33 languages. It prides itself on its flexibility to customize solutions for each client and its focus on delivering results that improve sales, loyalty, revenues, and lower debt for its clients.

1. Contents
02 Relationships Revenue Results
Profitable relationships
05
06
12
Managing your customer lifecycle
Our services
Working with Transcom
Secure revenues
17 Track record
Tangible results
Transcom manages what matters
most to your business. Our customer
management services support
profitable, long term relationships.
Our credit management services secure
your revenue streams.

2. Relationships Revenue Results
Welcome to Transcom, the company that’s
focused entirely on your customers; the
service they experience and the revenues
they generate.
Because customers are the ultimate source of value to your At Transcom we manage
business, they’re the particular focus of attention in ours. what matters:
Our portfolio of customer and credit management services Relationships
supports every step of the journey your customers take with How customers are nurtured
you. We begin by helping you win customers. We end by in the good times and how
securing payment for every transaction they make. they’re maintained; even when
payment becomes an issue.
Through our global network we can provide service in virtually
any country where you have customers. Around the world and Revenue
around the clock, we’ve got the skills, talent and technology How it’s acquired through
it takes to bring your customers close and keep them there. sales and secured through
And to meet their expectations in any language and across the collections process.
any communication channel.
Results
How business performance
is improved by effective sales,
outstanding service and
efficient collections.
Transcom: In 27 countries, across
five continents, making 600,000
customer contacts in 33 languages
for over 350 clients. Every day.
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3. Building a market leader for VW Group Managing your customer lifecycle
Trade Parts Specialists Our services track the lifecycle of your
The national auto parts operation established by VW Group customer relationships, from making a sale to
in 2006 is now a major national business, supplying branded parts
to over 25,000 independent motor traders and body shops across
securing payment and everything in between.
the UK and turning over around £195 million a year. Its revenue It’s a journey on which every step we take is
flow is underpinned by a comprehensive, outsourced credit control dictated by your business interests.
service from Transcom.
Creating an effective credit control
operation able to keep pace with this
level of business growth has been a
challenge that Transcom has risen to
with style. They’ve worked with us
from the outset to design and then
implement our credit strategy. Today,
Transcom manages every stage of the
operation on our behalf; from credit
application processing and sales
ledger management through to early, We urge you to measure our success in Our solutions are based on proven processes
contingent and legal collections. Their terms of the results we deliver. Stronger sales. and underpinned by sound technologies.
willingness to think outside the box, Greater loyalty. Higher revenues. Lower debt. They’re the solid foundations on which we will
build the solutions that will work best for you.
coupled with their contribution to our We offer all the services you’d expect from
strategic planning, makes them a true a global player. But we never deliver an
business partner. off-the-shelf solution. Across our worldwide
operations, we’ve developed and implemented
Ian Brown, Financial Controller, customer and credit management solutions for
Group Services, VW Group clients in the most challenging industry sectors.
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4. Our services
Transcom has underpinned our growth
step by step, matching its operations
to our business strategy and helping
Win customers us to stay agile in a fast moving market.
Customer acquisition Fredrik Stenberg, Director of Customer Operations, Tele2
We’ll use our extensive telemarketing experience to design
multi-channel sales campaigns that deliver maximum value
for a realistic cost. Because our sales teams are briefed to
understand not only the product on offer but also the brand
they represent, we’ll deliver a customer experience that reflects
your organization and brand. So, when a sale is made, we’ll
have laid the foundations for a long term relationship.
Cross & upsell
We’ll work with you to identify the customers most likely
to be attracted by a new sales proposition, based on their
demographics and previous buying history. Then we’ll design
a sales program that employs the most appropriate channels
and approaches to deliver that proposition, using expert sales
teams to close the deal.
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5. Our services
Grow business
Customer service
Our service operations are based on a deep knowledge of
your products and an informed understanding of your values.
This allows us to build customer satisfaction and reinforce
your brand.
Technical support
We’ll make sure your user communities – both inside and
outside your organization – get fast response times and
comprehensive Tier 1 and Tier 2 support. It will be delivered
by agents whose technical competence is complemented
by exceptional service skills.
Customer retention
We’ll help you identify the triggers for customer defection and
work with you to develop propositions and incentives that,
when offered by our skilled sales agents at exactly the right
moment, will turn disaffection into loyalty.
The service Transcom operates with us
has been a big contributor to our ability
to win business. In the five years since
the service was introduced, MCS has
grown its total passenger baggage
handling services by 25%.
Caroline Patterson, Director, Menzies Client Services (MCS)
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6. Our services
Secure revenue Transcom is a key partner that, over several
Early collections years, has delivered strong performances.
Our priority is to make contact early and recover payment Their flexibility, their willingness to do things
in full. When that isn’t possible, we’ll negotiate hard to agree differently and their ability to respond at
sensible payment terms that respect your customers’ realities
and your business economics.
speed to our changing requirements have
helped us maintain our own business
Contingent collections agility and to seize market opportunities.
High volume/low value debt is managed by the same high-
productivity agent teams that manage our early collections. Zach Lewy, CEO, Arrow Global
For large debts we adopt a case management approach, with
named advisors taking responsibility for individual debtors.
Legal collections
There’s no need to part company with Transcom when a case
goes legal. Our specialist legal teams take direct responsibility
for litigation cases and maintain the detailed case histories on
which each judgement depends.
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7. Working with Transcom
Our approach to your business is
characterized by three qualities.
Flexibility, efficiency and focus.
Flexibility Efficiency
People & locations Customized solutions Operations Complementary skills
With over 24,500 people in 27 countries across five We won’t come to the table with pre-conceived ideas While our services are designed to maximize revenue, Whether you work with us to manage customers or to
continents, we can deliver the skills you need in locations about the solution you need or how it should be delivered. our delivery operations are built to drive efficiency. With recover debt, you benefit from our capability in both fields.
that make sense. Whether supporting an international Instead, we’ll investigate your business objectives robust technologies, replicable processes and highly Our high-productivity contact centers set us apart from
customer base or accessing the economies of near and off and match our resources to them. And, just as we trained staff deployed in contact center and home office most other credit management agencies and give us the
shore locations, we’ll provide choice and scale backed by acknowledge you’re different, we know your customers environments, we bring high performance and predictability infrastructure to handle large volumes efficiently.
the security of centralized management. are too. We’ll work with you to develop segmented to your service delivery.
strategies that recognize the different needs of particular Channels
Services & solutions customer groups. Global sourcing Our segmented channel strategies give your customers
We know that expectations of outsourcing are evolving. Our on, near and off shore centers give access to the greater choice in how they access you, and they reduce
Increasingly you want to outsource, not just isolated tasks, Contracts & business terms resources you need in ideal locations, lowering the true your cost per contact. Channel choices are based on the
but complete operations. With our broad service portfolio, You choose the business terms that suit you best – total cost of serving your customers or collecting debt, while complexity of the task, the value of the interaction and
proven processes and creative thinking, we’ve shown outsourcing, partial outsourcing, co-sourcing or joint improving your business performance. convenience for your customers.
our ability to build comprehensive credit and customer venture. We craft flexible deals that overcome obstacles
management programs that challenge traditional thinking and focus on value. And whether it suits you to pay by
and break new ground. productive hour, by customer contact or – in debt recovery
programs – by commission, we’ll link our remuneration to
agreed targets.
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8. Working with Transcom
Focus
On customers On results Complementary skills
We listen to your customers and recommend action that We’ll use value-based pricing models to link our
will help you refine your service, modify your products remuneration to the delivery of your agreed business
Because we’ve built our business by
and improve business processes. Our agents and team objectives, with performance targets established at the managing customer relationships, we have
managers collate customer intelligence from every call, outset and confirmed in our contract. We’ll work with
while our post-call customer feedback surveys give you to agree payment mechanisms that reward our effort an understanding of customer behaviour
immediate insight to reported levels of satisfaction, loyalty and minimize your risk. – and how it can be influenced – that few
and advocacy.
On today and tomorrow can match. That means we can build credit
On quality Your operations manager will work hand in glove with management programs that prevent the
We’ll work with you to agree the quality measures that you to guarantee consistent, day-to-day delivery of your
matter most and monitor them rigorously. We encourage solution. Your account director will work at a strategic level, escalation of debt and encourage customers
clients to calibrate our quality scores, monitoring calls and making sure our activities evolve with your business and to prioritize their payments to you.
scoring performance alongside our quality teams. In this that opportunities for positive change are grasped.
way we ensure that our definition of quality is consistently
aligned to yours and that scores can be accurately
compared across all locations – both those we operate
On your total business
Irrespective of the complexity of the solution we provide for
Because of our experience in debt
and those we don’t. you, the number of countries it serves or operational sites management, we know that many payment
it occupies; we’ll appoint a single global account manager
to ensure its smooth delivery. As your key business partner,
failures arise because of errors early in the
they’ll coordinate our global resources to guarantee relationship. We use that insight to refine our
consistency and control.
customer sales and service delivery, which
means not only are your customers less likely
to fall into debt, they’re more likely to be
satisfied and loyal.
Trust Transcom to manage your complete
customer lifecycle.
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9. Preventing churn for TeleTu A track record you can trust
TeleTu Our solutions are built on the solid foundation Our clients include
The fixed and ADSL line telephone business, is a top three of our long experience working with some Financial Services
Agria International
player in the Italian market with 2.4 million customers. From
several centers in Italy, Transcom is supporting the company’s
of the world’s most competitive businesses. American Express
Arrow Global
bid to achieve market leadership through exceptional customer Our experience across sectors and Barclaycard
management. Customer satisfaction with TeleTu’s service geographies gives you access to best Citibank
provision has risen ten percentage points. Deutsche Bank
practice thinking and tried-and-tested Grupo Santander
business processes. HSBC
Royal Bank of Scotland (RBS)
Our clients include all five of the world’s biggest banks ranked by asset value
Telecommunications,
and two of the world’s largest mobile phone networks.
entertainment & technology
Comcast
Orange
Soneacom
Telenor
Tele2
TeleTu
Retail
Best Buy
J D Williams
Redcats
Sears
Transcom’s strong industry knowledge
and its firm focus on delivery are Other industries
BMW
tremendous strengths. We rely on The facts Cigna
Jarvis Hotels
them for a broad spectrum of support, Transcom. A global provider of outsourced Menzies Client Services
from customer service to advanced customer and credit management services. Metropolis Group
Scandic Hotels
inbound technical help; from back Stenaline
office support to customer retention VW Group
and win back. In recent months languages, every day
the Transcom Win Back team has
halted 50% of defections, convincing
customers who call to cancel their
contracts with TeleTu to stay with us.
Antonio Franchino,
Head of Customer Operations, TeleTu
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10. Find out how working with Transcom
could transform your customer and
credit management performance.
contactus@transcom.com
www.transcom.com