“Customer service experiences from the heart”
Putting the human touch into outsourcing.
Transcom Worldwide AB (Transcom Worldwide) was established in 1995 by the Swedish investment company Kinnevik AB. In 2017, Altor Equity Partners became the majority shareholder, effectively owning over 98 percent of the shares and votes in Transcom Worldwide. Transcom Worldwide Philippines Inc. (Transcom Philippines) started its operations in the Philippines in 2007. Transcom Philippines is registered in Pasig City, Philippines .
Transcom Philippines is a global customer experience specialist, operating contact centers in different locations in the Philippines, providing outsourced customer support services (core services) including customer care, technical support, customer acquisition, customer retention, collections, cross and upselling and customer experience advisory combined with digital solutions such as conversational and digital channels, robotic process automation, virtual agents, interaction analytics and gamification. Transcom Philippines currently supports various industries such as telecommunications, cable, media, banking, financial services and insurance, retail (E-retail), information technology and consumer electronics. Transcom Philippines is part of the business process outsourcing (BPO) industry.
As the BPO industry continues to develop, new technologies are fast emerging. With the advancement of technology in recent years, the service delivery industry has the right tools and technologies to cater to customer needs. To adapt to the ever-evolving needs of customers and the emergence of digitalization globally, Transcom Worldwide combines passionate human talent with intelligent technology to create smarter customer experiences. In response to the increasing demands of its client’s customers who rely on digital channels and, at the same time, expect high-level quality of customer experience, Transcom Worldwide has invested in digital solutions such as robotic process automation, virtual agents, conversational analytics, and live chat to provide efficient channels. Transcom Worldwide also invested in internal technology enablers such as virtual reality and gamification with the aim of supporting the skills and passion of its people in order for them to provide excellent customer experience.
Transcom Philippines’ clients have a positive view of the brand and exhibit high brand loyalty. Transcom Philippines’ years of industry experience has ensured that clients have access to tried and tested processes that result in positive customer experience. Clients appreciate Transcom Philippines’ understanding of the BPO industry dynamics and its ability to adapt to changing trends, and the critical role it plays within the client’s organization as well as its focus on its employees who represent its client’s customers.
For the past three years, Transcom Philippines had been building a solid foundation in driving a culture of passion, integrity, and commitment to excellence. Transcom Philippines’ leadership team has genuinely embraced and practised a Filipino trait called Malasakit, simply translated as ‘genuine care/interest.’ Malasakit is evident in all its employee engagement activities and programs, such as providing a free childcare facility to its employees, and creating a mobile application called Transcom Buddy with which Transcom Philippines monitors its employee sentiments/situations and offers real-time assistance in times of need.
Transcom Cares, the overarching program for all of Transcom Philippines’ corporate social responsibility (CSR) activities initially covered its community engagement activities. However, in November 2013, Transcom Philippines broadened the program’s scope to provide strengthened coordination for all Transcom Philippines’ CSR focus areas: people development, equality and diversity, and community engagement. It started in the Philippines in March 2009 with the launch of Project ONE. Transcom Philippines employees cooked food and conducted Sunday school for less fortunate children in Manila, Philippines. Then in 2013, Transcom Cares became the global CSR governance program. Currently, the Transcom Cares program creates different activities contributing to different communities around the globe.
“ The people-centric leadership policies of Transcom helps humanize the world of customer service automation. Although a company greatly reliant on technology and AI, this corporation understands that behind every digital solution it offers are flesh and blood humans who determine the success of the organization’s tech roll-outs.”
Shanggari Balakrishnan, Chief Executive Officer, MORS Group