20 years in Tunisia: the keys to our CX success.
BPO services,
leadership,
measuring success,
sustainability,
CX,
business continuity,
Published on Thu Jan 08 2026
Updated on Thu Jan 08 2026
2 minute read
Standing on stage in front of 2,600 people, surrounded by lights and celebration - that’s where I found myself as we marked the 20th anniversary of Transcom Tunisia. In a moment like that, it’s easy to get caught up in emotion. But as a Regional Director, looking out at that crowd forced me to reflect on something more pragmatic: What actually keeps a CX business model thriving for two decades in a competitive global market?
In an industry often defined by recurrent change and fast-paced requirements, hitting the 20-year mark is a testament to resilience. It transforms Tunisia from just a “location” into a proven center of excellence. From remodeling our ways of working to encompass an efficient quality-based approach, to developing our industry specializations and ensuring a 360 operational focus from CX to agent experience (AX) - we have continuously improved our standards to accommodate our clients’ growth and expectations.
From outsourcing to smartshoring.
When Transcom first arrived in Tunis in 2005, the conversation was different. Today, Tunisia plays a vital role in Transcom's global “smartshoring" strategy. We have become a profit engine whose experts navigate complexity to bring sustainable value to both internal and external stakeholders.
Championing this approach, Transcom Tunisia has transformed into a global powerhouse of talent. Aside from providing stellar service in 6 languages, our support team is now the trusted choice for major brands across France, Italy, North America, and the Middle East. By combining immediate impact with nimbleness, innovation, and foresight, we’ve successfully shifted from outsourcing to smartshoring - a transformation that lies at the heart of our longevity.
Retention as a business strategy.
What’s behind the brilliance of our 20-year journey? Client acquisition is just part of the story. The real highlight lies in attracting, training, and retaining leading talent. In the BPO sector, knowledge retention and consistent service-level improvements drive the biggest value we can offer a client. That’s why cultivating thriving teams of experienced experts has been so central to Transcom Tunisia’s success.
During the event, we celebrated colleagues who have been with the company from the very beginning - for over 20 years - alongside team members who started as agents 15-17 years ago and have since taken on roles like Site Process Manager and Global Client Account Leader. When I see 146 Team Leaders, 77 Quality Leads, and 13 Business Managers, all of whom have grown within our very own ecosystem, I don't just see "internal career growth prospects", I see operational stability. I see deep institutional knowledge that protects our clients' brands & customers. That is the true value of a 20-year legacy.
In conclusion: the road to #1.
Transcom’s EMEA CEO, Marieke Smidt, called our Tunisia site a "powerhouse". This is an absolute reality. In tandem with our smartshoring strategy and retention focus, we continue to ensure that we have every means needed to succeed: new site implementations, investments in events and recognition, learning and development programs, and most importantly, trust from our executive sponsors. The 20th anniversary was a moment to pause and appreciate the resilience that got us here.
But the morning after the party, we went right back to work. We may have indeed secured the #2 BPO spot on the local market, but our vision for the next decade is clear: we are aiming for number one. To our clients and partners, thank you for trusting us with delighting your customers for 20 years. Transcom Tunisia is thriving, and we are only getting started.
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Created at Thu Sep 17 2026
6 min read
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