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transcosmos receives 2012 Customer Value Enhancement Award in the Japanese Contact Center Outsourcing Market from Frost & Sullivan

High acclaim has been received for outstanding operations, affiliated companies, overseas development and innovative operation models

May 24, 2012

transcosmos inc.

transcosmos inc. (headquarters: Shibuya Ward, Tokyo; President & COO: Masataka Okuda; Securities Code: 9715; hereafter, transcosmos) has received the 2012 Japan Contact Center Customer Value Enhancement Award from Frost & Sullivan (headquarters: California, USA; hereafter, Frost & Sullivan).

Frost & Sullivan is a global research organization employing 1,800 analysts and has been in business for 50 years with a track record of business research and consulting on more than 250,000 companies in more than 300 industries. Utilizing a unique method of analysis, it picks out the world’s most outstanding businesses through research and analysis regarding aspects such as the global growth, innovation and leadership of a company.

Based on the results of this research, transcosmos has received the 2012 Japan Contact Center Customer Value Enhancement Award from Frost & Sullivan. This award is given to leading companies that have made positive contributions in areas including improved enterprise value for customers and improved profitability of services and products. It recognizes the efforts of companies linked with customers receiving added value above and beyond basic customer service, which results in repeat business and expansion of the customer base. transcosmos was evaluated on the following four points:

  • ・Operational Excellence
  • ・Joint Ventures and Affiliations
  • ・Footprint Outside Japan
  • ・Innovative Operational Models
    * For details, please see the following reference materials.
2012 Customer Value Enhancement Award in the Japanese Contact Center Outsourcing Market

We received following comment from Frost & Sullivan
“Frost & Sullivans competitive benchmarking shows that unlike many outsourcers, which employ local resources in delivery centers offshore, transcosmos augments that method by relocating agents from Japan to various offshore centers, especially Thailand and China. This helps build service consistency throughout the transcosmos network of centers, and also results in the sharing of best practices,” says Frost & Sullivan Senior Research Analyst Sathya Subramanian

[Reference]

Please refer to the Frost & Sullivan report for an overview of the award, including detailed award criteria and the survey methodology.
URL:http://www.frost.com/prod/servlet/press-release.pag?docid=260357453

About Frost & Sullivan

Frost & Sullivan, the Growth Partnership Company, enables clients to accelerate growth and achieve best-in-class positions in growth, innovation and leadership. The company’s Growth Partnership Service provides the CEO and the CEO’s Growth Team with disciplined research and best-practice models to drive the generation, evaluation and implementation of powerful growth strategies. Frost & Sullivan leverages 50 years of experience in partnering with Global 1000 companies, emerging businesses and the investment community from more than 40 offices on six continents. To join our Growth Partnership, please visit http://www.frost.com.

* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos inc.

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.

Reference Materials

The evaluation points for the 2012 Japan Contact Center Customer Value Enhancement Award received from Frost & Sullivan are as shown below.

Operational Excellence

With more than 45 years of experience, transcosmos distinguishes itself by offering a range of customer contact solutions that cater to specific client needs. For example, technology has been a key area of specialty for the company, which offers a suite of tailored solutions to Japanese technology firms.
The company also 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 from transcosmos is what they call the “Mathematical and Operational Optimized Outbound System,” or “MO3,” a methodology for outbound calls. Frost & Sullivan firmly believes this is a next-generation outsourcing service that observes customer behavior patterns and then presents optimized solutions.
The company offers solutions that 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).

Joint Ventures and Affiliations

Frost & Sullivan notes that transcosmos can point to a number of joint ventures and other affiliations that are strengthening and expanding its solution set.
For example, so as to address the growing need for an effective social media platform, transcosmos has partnered with Wildfire Interactive, Inc. Moreover, in order 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.
Finally, transcosmos formed a joint venture with The Nielsen Company—one of the world’s leading marketing and advertising research companies—to form NetRatings Japan to offer marketing information, media information, online intelligence and mobile measurement in Japan.

Footprint Outside Japan

In Frost & Sullivan’s opinion, as markets mature, there is a growing need for outsourcers in Japan to seek out new sources of revenue. 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, so as to tap a new source of demand. The company also 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 the aforementioned regions.

Innovative Operational Models

Frost & Sullivan’s competitive benchmarking shows that unlike many outsourcers, which employ local resources in delivery centers offshore, transcosmos augments that method by relocating agents from Japan to various offshore centers, especially Thailand and China. This helps build service consistency throughout the transcosmos network of centers, and also results in the sharing of best practices. Oftentimes, young Japanese agents enjoy working in countries with a lower cost of living, which is no small source of motivation, even as they provide distinct expertise in Japanese language and culture. Frost & Sullivan᾿s research reveals that this model often results in 30-40 percent savings for the company’s Japanese clients.

Conclusion

transcosmos possesses more than 45 years of experience in the outsourced customer care industry, and Frost & Sullivan has been impressed with its successful journey so far. Frost & Sullivan᾿s independent research in the Contact Center Outsourcing Market clearly shows that transcosmos has helped clients deliver quality contact services to their customers through various contact channels at optimal costs. Frost & Sullivan expects the company to continue to grow as it expands geographically and further develops its customized expertise. There are a host of challenges faced by providers seeking to help clients improve the customer experience today; in so many cases, transcosmos has separated itself from the competition in Japan by bringing to market effective customer contact solutions that promote brand loyalty and add to the profitability of clients.
Based on the aforementioned factors, Frost & Sullivan is therefore very pleased to present the 2012 Customer Value Enhancement Award in the Japanese Contact Center Outsourcing Market to transcosmos.

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