Contact Center Service

Customer First

For over 50 years, transcosmos has been designing solutions that prioritize the customer experience.

Those experiences start with understanding our client’s brand promise. Working with prospective clients transcosmos will map out how the brand promise is operationalized and translated to the customer through various support channels.

Once the experience is mapped out and aligned with the brand, we’ll work with you to identify the right agent attributes, key performance indicators and service levels to cost effectively manage your customer experience solution.

This approach to creating outstanding customer experiences has helped us establish thousands of client relationships that span both client industry and client size. We are just as excited about a small startup in a relatively new niche as we are about an established global company with a market leadership position.

Inbound Service

Incoming interactions from customers are one of the most crucial customer touchpoints for a brand. 

A single great or terrible experience can make or break a brand’s reputation. This is why at transcosmos, we constantly seek opportunities to improve customer experiences from both a process and human perspective.

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Outbound Service

Outbound interactions can have as much of an impact on your brand and customer experience as your inbound service. ttranscosmos can help you design outbound programs that are fully integrated, providing a consistent customer experience across all touch points.

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Content Moderation

Not all of your customers will be aligned with your expectations regarding customer experience or, worse, your expectations around common decency. To ensure your brand is not damaged by these bad actors it is critical that all user generated content is reviewed either using AI or human resources.

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AI Solutions

Through various investments, partnerships, and in-house development, we have collected the best artificial intelligence tools to augment your customer experience. We can significantly reduce contact volume by answering questions through chatbots, improve agent performance with agent training and QA dashboards, and analyze 100% of interactions using AI auditing tools. We have the experience and vision to recommend the right tools and integrate them with your existing business ecosystem.

Global Capabilities

Since initially expanding our services beyond Japan, transcosmos has focused on creating a global platform capable of servicing our clients regardless of their geography or demographic needs.

Our US operations work closely with our near-shore and off-shore locations to provide US customer support in a wide range of languages and at lower rates than those available domestically. We have established a highly effective model leveraging a US domestic “Lab” for complex, baselining, and new service implementations complemented by an off/near-shore team taking a majority of the production volume. The “Lab” model provides for more effective launches, responsiveness, geographic redundancy, and cost management.

With over 58,000 employees supporting more than 3,000 clients across 30 countries transcosmos has the experience and expertise to meet your global service needs.