Transcosmos Achieves Recognition at Contact Center Awards
Recognized for clear, goal-oriented strategy working together with clients.
TOKYO /PRNewswire/ -- transcosmos is thrilled to share that the company has been awarded the Special Jury Award in the Strategy category at the Contact Center Awards 2025. This prestigious event is sponsored by the Editorial Office of Monthly Magazine Call Center Japan and RIC TELECOM Co., Ltd., with e.Partners, Inc. co-sponsoring the awards.
Founded in 2004, the Contact Center Awards celebrate the innovative efforts of businesses tackling operational challenges and fostering collaboration to improve service across the industry. The ceremony highlights the importance of empowering organizations to share knowledge and achieve excellence in customer service.
Strategic Initiatives Behind the Award
Transcosmos offers a unique approach to managing contact centers, deeply embedding clients' corporate philosophies into operational practices. By crafting individualized Mission, Vision, and Value (MVV) statements, the company outlines specific goals and expectations tailored to each client's needs. At this year’s Contact Center Awards, transcosmos presented a compelling case study that featured a successful partnership with MICARD, Co., Ltd., where significant improvements in performance metrics were achieved.
Through collaborative discussions, the MICARD Customer Service Center team engaged in a dialogue to co-develop a robust MVV with transcosmos. This partnership centered around understanding MICARD's strategic objectives, which focused on enhancing customer experience and streamlining operational efficiency. As a result, the contact center experienced an impressive 330% increase in key performance indicators (KPI), culminating in the receipt of the Special Jury Award.
Impact of Co-Creating MVV
By prioritizing the MVV, team members within the MICARD Customer Service Center formed a clear connection between providing value to customers and aligning their efforts with established operational goals. This strategy empowered them to be proactive, resulting in substantial increases in web registrations—amplified by 4.4 times—and other notable metrics. Additionally, improvements included lowered turnover rates and reduced clerical errors, which collectively enhance service quality and ensure smoother daily operations.
Valuable Feedback from the Jury
The jurors expressed their admiration for transcosmos's innovative methods. They emphasized that while many outsourcing companies operate without fully grasping the essence of a client's contact center, transcosmos distinguished itself by fostering a shared MVV. As one juror stated, "On-site team members worked with a clear purpose, going beyond standard KPIs to deliver enhanced performance. This level of engagement is rare among outsourcing partners." Hence, the award was well-deserved, setting a benchmark for others in the field.
Client's Perspective on the Collaboration
Yosuke Ishitsuka, General Manager of Business Department at MICARD, Co., Ltd., articulated his appreciation for transcosmos. "Our sincere congratulations go to transcosmos for winning the Special Jury Award. Through creating the MVV together, everyone at our Customer Service Center has now embraced a renewed commitment to being consistently there for our customers. The results speak volumes—an incredible 330% rise in KPIs and substantially improved operational metrics. This initiative beautifully illustrates how customer satisfaction can dovetail with business growth offer real value. Together with transcosmos, we are ready to tackle new challenges to fulfill our customers' needs."
Commitment to Excellence
Transcosmos envisions itself as a vital connector of happiness and societal well-being through effective communication. With a dedicated workforce of around 23,000 communicators, the transcosmos Digital Customer Communications (DCC) division spans 31 locations across Japan, offering exceptional call center and other communication services.
Founded in 1966, transcosmos has continually integrated excellent people with cutting-edge technology to bolster the competitive advantage of its clients. The company provides comprehensive services targeting both business expansion and cost efficiency through 184 locations in 36 countries/regions, focusing heavily on the Asian market. As e-commerce continues to evolve globally, transcosmos offers One-Stop Global E-Commerce Services, ensuring clients' offerings reach consumers in 46 different nations. Aspiring to be the 'Global Digital Transformation Partner' for its clients, transcosmos harnesses digital technologies to navigate rapidly changing business landscapes. More information about the company can be found on their official website.
About transcosmos inc.
Transcosmos is a trademark or registered trademark of transcosmos inc. in Japan and other countries. All other names of companies, products, or services mentioned herein are trademarks or registered trademarks of their respective companies.
Frequently Asked Questions
What is the Contact Center Awards?
The Contact Center Awards is a prestigious event in Japan, honoring organizations that excel in addressing operational challenges and improving service quality in the contact center industry.
Why did transcosmos win the Special Jury Award?
Transcosmos won the award for its innovative strategy of co-defining the Mission, Vision, and Value with the client, resulting in outstanding performance improvements.
What are key performance indicators (KPI)?
KPIs are measurable values that demonstrate how effectively a company is achieving key business objectives.
How did the collaboration with MICARD benefit their business?
The collaboration led to a 330% increase in KPIs and substantially improved web registrations, reducing turnover rates and enhancing overall service quality.
When was transcosmos founded?
Transcosmos was established in 1966 and has been dedicated to optimizing services for its clients ever since.
