Frost & Sullivan: transcosmos Stands Out in the Saturated Japanese Contact Center Outsourcing Market
The company brings to market effective customer contact solutions that promote brand loyalty and add to the profitability of clients
MOUNTAIN VIEW, Calif., May 16, 2012 /PRNewswire/ -- Based on its recent analysis of the contact center outsourcing market, Frost & Sullivan recognizes transcosmos with the 2012 Japanese Frost & Sullivan Award for Customer Value Enhancement. In a challenging market, where a deep understanding of language and culture is a must and end users are highly demanding—preferring to insource rather than outsource customer care—transcosmos has distinguished itself by helping clients deliver quality contact services to their customers through various contact channels at optimal costs.
With more than 45 years of experience, transcosmos offers a suite of tailored solutions to Japanese technology firms. Besides operational excellence, the company is constantly innovating and has been visionary enough to expand its footprint outside Japan to gain a competitive edge.
transcosmos solutions are not only innovative but also compliant with international standards of quality, including the International Organization for Standardization's ISO-9001 (quality management systems), ISO-27001 (information security management systems), Japanese Industrial Standard's JIS Q 9001 (quality management system), and Carnegie Mellon University's Capability Maturity Model Integration's highest level (CMMI level 5).
The company offers "Voice of the Customer" desks in both Japan and China that leverage text mining and analytics to capture and interpret a range of customer requirements. Another unique offering is the "Mathematical and Operational Optimized Outbound System" or "MO3" methodology for outbound calls. This next-generation outsourcing service observes customer behavior patterns and then presents optimized solutions.
A number of joint ventures and other affiliations are further strengthening and expanding transcosmos' solution set. The company has partnered with Wildfire Interactive, Inc. to address the growing need for an effective social media platform. Similarly, to bolster its e-commerce services, transcosmos has partnered with Taobao, the leader in e-Commerce in China, targeting expansion of services for Taobao chain stores. Further, transcosmos formed a joint venture with The Nielsen Company—one of the world's leading marketing and advertising research companies—to form NetRatings Japan, which offers marketing information, media information, online intelligence and mobile measurement in Japan.
"As markets mature, there is a growing need for outsourcers in Japan to seek out new sources of revenue," noted Frost & Sullivan Senior Research Analyst Sathya Subramanian. "transcosmos has been an early mover among outsourcers in this regard, having incorporated the first location outside Japan in 1988, when it entered the United States to tap a new source of demand."
The company operates delivery locations in the U.S. as well as in China, South Korea, Thailand, the Philippines, and throughout Europe. The languages transcosmos can service have grown to include Japanese, Chinese, Korean, Thai, and English, along with a number of European languages such as French, Spanish, Italian, German, Swedish, Norwegian, Dutch and Russian. Impressively, the company adheres to a uniform operational model across these regions.
"Unlike many outsourcers who employ local resources in delivery centers offshore, transcosmos augments that method by relocating agents from Japan to various offshore centers, especially Thailand and China," notes Sathya. "This helps build service consistency throughout the transcosmos network of centers and also results in the sharing of best practices. Significantly, this model often results in 30-40 percent savings for the company's Japanese clients."
Overall, transcosmos has had a successful journey so far, and Frost & Sullivan expects the company to continue to grow as it expands geographically and further develops its customized expertise. Therefore, Frost & Sullivan is pleased to present the 2012 Customer Value Enhancement Award in the Japanese contact center outsourcing market to transcosmos.
Each year, Frost & Sullivan presents this award to the company that has demonstrated excellence in implementing strategies that proactively create value for its customers with a focus on improving the return on the investment that customers make in its services or products. This award recognizes the company's focus on enhancing the value that its customers receive, beyond simply good customer service, leading to improved customer retention and, ultimately, customer base expansion.
Frost & Sullivan Best Practices Awards recognize companies in a variety of regional and global markets for demonstrating outstanding achievement and superior performance in areas such as leadership, technological innovation, customer service, and strategic product development. Industry analysts compare market participants and measure performance through in-depth interviews, analysis, and extensive secondary research in order to identify best practices in the industry.
transcosmos launched operations in 1966 as a pioneer in the information processing outsourcing business. Since then it has combined superior "human resources" with the most up-to-date "technological" capabilities to enhance the competitive strength of its corporate clients by providing them with high value added and superior services. It provides overall IT outsourcing services such as call center services, business process outsourcing services, business process solution services, and digital marketing services either as standalone solutions or as combined services to its corporate clients to optimize their marketing efficiencies, to expand sales and gain new customers. Further, these services have been expanded beyond Japan, globally, centered in Asia. transcosmos aims to be the "Global IT Partner" of its corporate clients to provide them with high quality outsourcing services on a global scale.
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