Creating growth throughout Europe with smartshoring.

The background.

Transcom was approached by a rapidly growing credit card company seeking to expand its European footprint. The company, known for its competitive rates, had already established operations in Germany, Luxembourg, Austria, Spain, and France. Their objective was to provide seamless customer support across these diverse markets while maintaining a cost-effective approach.

Transcom's challenge was to design and implement a multilingual support solution that could adapt to the client's rapid expansion and cater to the specific needs of each region. The solution needed to balance the client's commitment to low-cost operations with the increasing complexity of providing comprehensive customer service in multiple languages and cultural contexts.

The solution.

In 2009, Transcom embarked on a partnership with a client, initially deploying a modest team of 10 agents at a strategically located nearshore site in Osijek, Poland. This foundational team quickly proved its value, and as the client's business continued to expand, so too did the need for multilingual support. To meet this growing demand, Transcom opened a second location in Belgrade in 2015, thereby expanding its language capabilities to include French and Spanish.

As the client kept growing, they needed more help with back-office tasks. To meet this need, Transcom opened a third site in Halle, Germany in 2018. The client's growth continued, and they needed even more help. To meet this demand, Transcom opened a fourth site in Zagreb in 2019. Today, this partnership has grown into a large operation with four sites, over 350 employees, and support for three languages.

The results.

Transcom's exceptional service quality has earned them the exclusive role of customer service provider for a major client, enabling the client to expand throughout Europe with a single, reliable partner.

Through this close partnership, Transcom has helped the client grow from its initial launch to over a million customers across various European markets.

Despite challenges such as rapid growth and seasonal fluctuations, Transcom has consistently delivered an outstanding customer experience. This is evidenced by their ability to not only meet but exceed the client's key performance indicators, including maintaining 80% availability and adhering to an 80/20 service level agreement