About Call Design Latest News Call Design wins major contract with Transcom
Call Design wins major contract with Transcom
Leading global BPO provider in the Philippines to leverage Call Design’s innovative Hosted Workforce Management solution to improve its contact centre quality, increase productivity and reduce annual costs
MANILA, 18 August 2009 — Call Design, a leading global Contact Centre technology specialist, today announced a multi-million dollar deal with Transcom, a leading global outsourced services provider, to deliver a hosted workforce management solution that will help reduce costs, improve productivity and increase service quality.
Partnering with Aspect Software, a leading unified communications (UC) solutions provider, Call Design will implement Aspect’s Productive Workforce™ for Aspect® eWorkforce Management™ to efficiently schedule Transcom’s large pool of agents and back office employees to improve productivity, overall employee satisfaction as well as increase customer satisfaction for their domestic and offshore contact centre customers.
The company is using Call Design’s Hosted Workforce Management solution to provide its contact centre managers and agents with the insight, tools and processes to adopt a continuous improvement culture. The solution will support its customers’ sales, customer service, technical support and collections business process outsourcing operations. Transcom has 17 sites in North America and Asia, serving customers across most industries, including telecommunications, financial services, retail and fast moving consumer goods. The contact centre, which operates 24x7, also provides multiple language support for its customers in Asia Pacific, North America and Europe.
“Despite the Global Financial Crisis, industry experts estimate that the BPO industry in the Philippines will grow by 35 percent[1] in 2009 and we need to ensure that Transcom is in a strong position to benefit from this opportunity. We selected Call Design based on the company’s expertise in delivering global market-leading solutions that are flexible to the growth requirements of our business. Call Design is also putting its money where its mouth is by offering a unique ROI based contract, demonstrating to us a real confidence in the service the company provides,” said Siva Subramaniam, Country Manager Transcom Philippines.
“Call Design is delighted to assist Transcom in maximising productivity, increasing revenue and most importantly, meeting and exceeding customer requirements and KPIs, with a cost effective global solution. We are excited to work with Transcom to deliver a solution that can easily be integrated and scaled for their global business,” said Miles Stanton, Managing Director, Call Design.
About Call Design
Call Design is a global Contact Centre technology specialist that provides everything from core infrastructure requirements such as PABX’s and Servers right the way through to high end applications with custom made VXML and middleware components. With offices in Sydney, Melbourne and Manila, Call Design prides itself on its ability to offer 24x7 support. Call Design currently supports a large number of Enterprise class clients throughout the Asia Pacific region and across 25 countries globally. Clients include American Express, Transcom and Prime Teleconnect
Call Design has also developed its own range of Middleware and Desktop applications that are distributed globally via Aspect Software, with Call Design’s local engineers handling all support and service requirements. Within this the company also developed custom integration applications to support integration with legacy systems allowing their customers to use existing technology in a more effective way.
For more information please visit www.calldesign.com.au
About Transcom
Transcom WorldWide S.A. is a rapidly expanding Customer Relationship Management (CRM) solution provider, with 75 sites delivering services from 29 countries – Austria, Belgium, Canada, Chile, Croatia, Czech Republic, Denmark, Estonia, France, Germany, Hungary, Italy, Latvia, Lithuania, Luxembourg, the Netherlands, Norway, the Philippines, Poland, Portugal, Romania, Serbia, Slovakia, Spain, Sweden, Switzerland, Tunisia, the UK and the USA. Transcom WorldWide is an international provider of outsourced services and solutions in the field of customer contact. Its principal areas of business are the provision of Customer relationship Management and Credit Management products and services utilising its contact centres around the globe. Transcom provides solutions for a wide range of companies, targeting its core vertical markets, which include communications, financial services, travel and leisure, media, utilities and retail. Transcom offers its clients a broad array of relationship management services, including customer care solutions, credit management services, customer acquisition, development and retention, market research, CRM consulting, legal services and interpretation work. Client programmes are tailor-made and range from single applications to complex programmes, which are offered on a country-specific or international basis in more than 33 languages.
For more information please visit www.transcom.com.
About Aspect
Aspect provides software and consulting services that turn the potential of unified communications into real business results across the enterprise and in the contact centre. Applying 35 years of insight and experience, Aspect helps two-thirds of the FORTUNE Global 100, as well as small and medium enterprises, power their business processes with communications. For more information, visit www.aspect.com.
[1] Source: www.inquirer.net (1 August 2009): http://newsinfo.inquirer.net/breakingnews/infotech/view/20090108-182183/BPO-growth-in-2009-similar-to-2008