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Isabel Sánchez-Lozano Sep 27th, 2013

Why our clients outsource

Several independent consultants, such as Gartner and KPMG, have recently highlighted the value of outsourcing business services. In our market, the secret of success is to ensure that every possible customer interaction is addressed to strengthen the relationship with the brand and generate purchase decisions. At Transcom, we have a team of experts that support companies in various industry sectors, taking into account the product, the service, and the customer experience. In a business environment as competitive as the one we are facing today, Transcom’s contribution as an outsourcing partner becomes more valuable than ever. Our clients choose to partner with us for many different reasons, but the following four seem to be the most important: In order to address a constrained market situation, many companies are forced to reduce costs, and this is identified as one of the major benefits achieved by using outsourcing services. A recent study carried out by two consulting firms, KPMG and HfS Research, indicates that 87% of the respondents who use outsourcing services, do so expecting to reduce their operational costs.

Through a more rational and efficient allocation of resources, the savings can be very significant. For instance, outsourcing customer care operations implies a shift from fixed to variable costs, while also sharing risks and opportunities with the outsourcing partner. In every company, efficient management of time and resources translates into higher profits. The use of outsourcing not only ensures better control of performance, but also greater flexibility to accommodate workflows and new processes. Furthermore, a high-performing outsourcing relationship allows our client’s management the flexibility to allocate time and resources towards other areas of the business. HfS Research´s and KPMG´s study reports that 81 % of the companies indicated flexibility as a major reason for outsourcing. At Transcom we function as our clients’ partner, working as an extension of the company, adding value through a wide range of services. This implies that we can improve efficiency and productivity while also contributing to creating an outstanding experience for our clients’ customers. We rely on the best professionals to deliver the best service, hiring and training a team of highly committed expert agents that always work with our clients’ goals in mind. In addition, we provide cost-effective access to specialized technologies and solutions. Last but not least, at Transcom we are focused on ensuring customer satisfaction. 

To many of our clients, the quality of their customer care operations is fundamental to their ability to increase loyalty, retention and customer sales. We believe that the quality of customer care will become even more important as a competitive differentiator in many industries in the coming years. We continuously develop our services and solutions in order to support our clients in this respect. Some of the reasons mentioned above were fundamental to the decision of one of the largest banks in Spain to outsource its customer care to Transcom. This multi-channel service (telephone, e-mail, chat and social media) with a monthly volume of over 400,000 contacts, and delivered in 8 different languages, is perceived by our client as highly valuable in terms of quality, efficiency and flexibility. We have been able to reduce our client’s operational costs by implementing an optimized human resource plan, including a flexible system of forecasting/planning which allows the client to convert some of its fixed staff costs into variable ones. We are focused on time management, process optimization and reducing the number of contacts – while raising customer satisfaction – by increasing first-level resolution. Since 2008, when we started the service, Transcom has been recognized with seven Sectorial Awards related to the quality of implementation of Contact Center Services in the Financial Sector. Furthermore, Transcom contributes to driving revenue growth for our client through our “sales-through-service” approach, with excellent success rates.