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transcosmos Recognized for Customer Value Enhancement in Japanese Contact Center Outsourcing Market

By Rajani Baburajan, TMCnet Contributor

Transcosmos, a pioneer in information processing outsourcing business, announced that it has been recognized by Frost & Sullivan (News - Alert) based on its recent analysis of the contact center outsourcing market.

The company has been recognized with the 2012 Japanese Frost & Sullivan Award for Customer Value Enhancement for its ability to help clients deliver quality contact services to their customers through various contact channels at optimal costs.

"As markets mature, there is a growing need for outsourcers in Japan to seek out new sources of revenue," according to Frost & Sullivan Senior Research Analyst Sathya Subramanian. "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 to tap a new source of demand."

transcosmos’ contact center outsourcing solutions are tailored to meet the demands of Japanese technology firms. The company is also looking to expand its footprint outside Japan to gain a competitive edge.

transcosmos offers services in several languages including Japanese, Chinese, Korean, Thai, and English, along with a number of European languages such as French, Spanish, Italian, German, Swedish, Norwegian, Dutch and Russian.

The "Voice of the Customer" desks are available in both Japan and China. They leverage text mining and analytics to capture and interpret a range of customer requirements. Another unique offering is the "Mathematical and Operational Optimized Outbound System" or "MO3" methodology for outbound calls.

The IT outsourcing solutions offered by transcosmos are also compliant with international standards of quality, including ISO-9001 for quality management systems, ISO-27001 for information security management systems, Japanese Industrial Standard's JIS Q 9001 for quality management system, and Carnegie Mellon University's CMMI level 5.

transcosmos is also engaged in successful industry partnerships and joint ventures. In a significant development, the company has partnered with Wildfire Interactive to address the growing need for an effective social media platform.  It is also associated with Chinese e-commerce leader Taobao.  

transcosmos also formed a joint venture with The Nielsen Company, a leading marketing and advertising research companies, to form NetRatings Japan, which offers marketing information, media information, online intelligence and mobile measurement in Japan.

Frost & Sullivan expects transcosmos to continue to grow as it expands geographically and further develops its customized expertise. The 2012 Customer Value Enhancement Award is conferred to the company to recognize its efforts in the Japanese contact center outsourcing market.

Recently Shanghai transcosmos Marketing Service, a 100 percent subsidiary of transcosmos, announced it has expanded and relocated its Beijing operation center. The newly established Beijing center is located in the central Beijing area of 2nd Ring Road, and will also serve the purpose of enhancing functions as a sales center.