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September 2008 - Vol 1, Issue 2                                                                                            Asia Edition
Optimization Best Practice  Case Studies (select one) Spot Checking QA Leads to Bottom Line Savings Major Cable Company Enjoys Low Price and Textbook Results Consistency = Quality for Major ISP Auto Dealers find Partnering with Transcom a Rewarding Experience	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 1950 operational seats, and this flagship center contiues to win new business. 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.
Free Book Offer Receive Your Complementary Copy of 23 Steps to and Effective Call Centre 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. Order Your Copy Here
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Complementary  Downloads 23 Steps to an Effective Call Center What Makes a Great Call Center Employee Performance Management Retention of Call Center Employees Efficiencies Of Scale in Call Centers Call Center Selling
Transcom in Brief: Helping you communicate with your customers We communicate with your customers. via telephone, the Web or automated voice response system...and more.  Pay-per-use in-bound and out-bound customer care and call center services for businesses of all sizes Automated voice service announcements, credit calls, recruiting, surveys, technical support and more. Quality Assurance programs based in our Canadian and Manila , Philippines centers providing both an on shore and off shore option that gives equal levels of Quality Assurance with pricing options to fit your organization's needs  Hardware, software, and management support for your 5-200 person contact center-all remotely hosted from our own secure facility. Comprehensive and affordable using VoIP technology, all you need is an Internet connection with bandwidth. Our operation is driven by statistical quality controls, cutting-edge proprietary technology in an ISO 9001 : 2000 environment of continuous improvement environment. The result is exceptional client satisfaction, high performance and remarkable cost efficiencies. Industry leaders.