Transcom North America / Asia (formerly NuComm International) was founded as Canada’s largest privately-held provider of customer relationship and contact center services. A leader in the North American contact center marketplace, it was named one of Canada's 50 Best Managed Companies™ for six years in a row, and was also a Gold Trophy recipient of The National Quality Institute's Canada Awards for Excellence (CAE). Since its business launch in 1996, we have grown to 5,000 employees in 15 contact centers across North America and Asia.
Transcom’s staff of skilled customer service employees handle more than two million contacts per month on behalf of clients that range from small and mid-sized businesses to a “blue chip” list of large multi-national companies. It’s a truly global corporation that manages a fast-growing customer base from U.S., Canadian and overseas companies in financial services, telecommunications, cable broadcasting, automotive, entertainment and other market sectors.
Our close-knit management team consists of experienced senior executives who have managed contact centers for much of their careers. Together, they have developed a unique business model that drives operational excellence using statistical quality controls, cutting-edge proprietary technology and continuous improvements, allowing the company to consistently meet and exceed client expectations.
Click here for more on the history of Transcom North America.
What We Do
We firmly believe Transcom can meet and exceed expectations.
Superior Client Care, Support, and Service: The strength of Transcom starts and ends with its people. This can be found in the way they are hired, trained, and supported. Our corporate culture incorporates and promotes the values of honesty, dignity, respect, and excellence — all of which encourage professionalism, personal development, and opportunities for career advancement. Hiring the right people and training them well has been fundamental to Transcom’s success.
Pro-Active Account Management: Transcom’s Account Managers are considered “Advocates” for clients, as well as being responsible for program management, reporting, dealing with daily issues, and providing ongoing updates to the clients. Account Managers provide feedback to operations when performance declines or improvements are required. We have also achieved great strategic success by marrying our functional teams with those inside client organizations to ensure full and open communication.
Regulatory Compliance: Transcom closely monitors and complies with all local, provincial, state, and federal laws and regulations governing its operations, technology, and personnel. Transcom has a full-time Compliance Officer in charge of monitoring a variety of issues, including the growing concerns in the U.S. and Canada over consumer privacy.
Detailed Reporting: A clear competitive strength for Transcom is its ability to rapidly provide real-time, online detailed reporting to clients on the results of their programs and status of their sites. Transcom will provide you with detailed reporting not only on the quality of telephony and technology services, but also statistics gathered on overall quality of service and agent performance. We provide this data through value-added components of our solution, including our IVR-based Employee Training Application™ (ETA), automated Caller Satisfaction Surveys, and Transcom’s included Quality Assurance Monitoring Services™. From the data gathered, clients have an ability to quickly identify reasons for poor performance and customer service issues, and rapidly implement adjustments.
Transcom strives to leave no client request for ad hoc reports unanswered.
Industry Leading Results & Technologies: Transcom brings the latest contact center technology, best practices, and methodologies to its clients. In our operations environment, serving multiple clients, Transcom has the opportunity to test new approaches to customer service, quality assurance, and cost-effectiveness daily. The benefit of our cumulative experience within many business sectors allows Transcom to bring the “best of the best” processes and techniques to each client.
Security: Security is of the utmost importance at Transcom. Transcom has an Information Security Policy that enforces external and internal access to systems, network access, physical access, telephony, 3rd party contractors, data security/password policies, Internet and e-mail, and acceptable use. All employees are trained on Transcom’s security policies and, for further protection, all Agreements/Contracts also cover security and confidentiality.
Detailed Billing: Invoices are fully customizable to contain any information you require, including ledger and account information. Transcom will provide invoice reports in any format or medium required, including machine-readable output and/or online access. In creating invoices, Transcom will also make suggestions on different formats or options that can expedite the update and delivery process. Billing frequency is flexible. Transcom generally invoices monthly, with the terms for each invoice being 30 days net.
Low Cost Solutions: Transcom is unique in the industry in that it prices services on an “all inclusive” basis. This all-inclusive price includes our recommended combination of live agents and IVR technology. Our price includes application development time, account management, reporting, and scripting, establishing Transcom’s effort to make services “easy to buy.” Special requests are not charged separately, but absorbed in the overall pricing. This encourages our team to continually be aggressive in managing operating costs.