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Receive Your Complementary Copy of 23 Steps to an Effective Call Center

23 Steps to an Effective Call Center by Réal Bergevin is required reading for any organization wanting to cost effectively provide superior customer service in a call center environment. Transcom North America / Asia  was built and continues to operate within the business model envisioned within 23 Steps to an Effective Call Center  and the book has, for all intents and purposes, become the operations manual that guides our employees.

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The Transcom Center opens in Manila, The Philippines

Transcom North America / Asia presents the best of both worlds at its newly opened campus

The Transcom Center opened early this year with 950 operational seats that are expected to be filled in 2008. The center has been developed on the back of a strong demand for high-quality off-shore English Language services primarily in North America and the UK. Smart Customer Service Managers in the Pacific Rim will take advantage of the inventory of production hours now available during the daytime calling hours before the competition does.

Today the Transcom Center in Manila is complemented by a fast-growing economy complete with a host of attractive, cost-effective and competitive advantages. The Southeast Asian financial and business hub has long been recognized as a region that seamlessly merges the competitive economic advantages of its location with its Western connections.

Japanese companies are leading the way in near-shoring their contact center activities. Contact centers in Singapore are relocating in the region and the main focus for Australian companies remains in the Philippines.

We estimate over 500 multi-national companies operate from the Philippines-and that number is increasing rapidly.

Transcom opened its first Asian call center in Manila under the NuComm International brand in September 2004. The campus' business continues to see rapid growth as more and more companies discover the many advantages of placing their customer service and back end processes with us.

Our core competencies include:

• BPO (Administrative, Data entry, Fulfillment),
• Inbound Customer Care,
• Outbound Sales,
• Technical Support,
• Credit and Collections Services,
• Quality Call Auditing.

The same business model, technology and processes that have made NuComm International brand successful in North America and Europe are in place now at the Transcom Center. The Transcom Center in Manila leverages our North American-based, cutting-edge call center technologies and software applications driving our technological efficiencies and productivity, while using all the statistical quality controls and continuous improvements we employ for the benefit of our clients worldwide.

"We measured against a control group in the US with a simple verification exercise and found that, right out of the gate, the NuComm Manila staff scored as well or better than our people in the US," says one company president. "And that was just in the initial stages."

The Manila call center operates 24x7 supporting many North American and European organizations and is actively seeking client partners to increase its presence in the Asia Pacific region.