A global provider of outsourced customer and credit management servicesmanagement services

contactus@transcom.com

Who we are…

Transcom is a global provider of outsourced customer and credit management services.

Transcom manages what matters most.

Our customer management services support profitableOur customer management services support profitable, long-term relationships.

Our credit management services secure your revenue stream.

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Managing the customer lifecycle

Services across your customer lifecycle

Win CustomersCustomer acquisitionCross & upsell

Improving your customer relationships

Securing your revenues

Grow BusinessCustomer serviceTechnical supportCustomer retention

Delivering business resultsCustomer retention

Secure RevenueEarly collectionsContingent collectionsContingent collectionsLegal collections

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Focused on customer outcomes

Focus on results

Operational efficiency and

Win CustomersSales conversion ratesCustomer profitabilityProducts/revenue per p y

customer outcomes

Link our reward to delivery

Products/revenue per customerSegment penetration

Grow BusinessCustomer satisfactionProblem resolution ratesChurn reductionWin back performance

Secure RevenueDay sales outstandingRecovery rate

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Creating value

Baseline revenue growthImprove customer satisfaction

Baseline revenue growth

Baselineoperating

environment

Apply ourindustry

experience

Applysegmented

channeloptions

Maximizeworkforce

effectiveness

Managesourcing

mix

Optimizeoperational

performance andbusiness results

Improve employee satisfaction

Baseline cost to serveBaseline cost to serve

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Delivering across the globe

24,500 people

75 sites

Where you need us to be

In line with regulatory requirements

27 countries

600,000 customer contacts

g y q

Reflecting local market cultures

33 languages

Every day to

250 clients

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History of growth

Founded 1995Employees

25,000

30,000Revenue (€ million)

600

700

Listed on Stockholm Exchange 2001

Part of Kinnevik Group5,000

10,000

15,000

20,000

100

200

300

400

500

Part of Kinnevik Group, Europe’s 8th largest investment company

02001 2002 2003 2004 2005 2006 2007 2008 2009 2010

0

100

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

Service centres Countries

40

50

60

70

80

90

15

20

25

30

0

10

20

30

40

2001 2002 2003 2004 2005 2006 2007 2008 2009 20100

5

10

2001 2002 2003 2004 2005 2006 2007 2008 2009 2010

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Leadership team

Pablo Sanchez LozanoPresident and CEO

Carolina AbrahamHuman Resources Director

Aïssa AzzouziChief Finance Officer

Roberta CarluccioGlobal CommercialDirector

Torsten EdebackExecutive Director

Martin KochmanChief Strategy Officer & Head of Credit Management

Ignacio de MontisGlobal Accounts Director

John RobsonChief Information Officer

Jörg ZimmermannOperations Director

Johan Eriksson Regimantas Liepa José Perez Melber Geoffrey Smyth

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Johan ErikssonGeneral Manager,North Europe

Regimantas LiepaGeneral Manager,West & Central Europe

José Perez MelberGeneral Manager, Iberia,France & Latin America

Geoffrey SmythGeneral Manager,North America & Asia

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Our clients

Financial Services

Telecoms

Travel & Leisure Media & Technology

Retail OtherRetail Other

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Our clients

“Transcom’s strong industry knowledge and firm focus on delivery are tremendous strengths.”Antonio Franchino Head of Customer Operations TeleTuAntonio Franchino, Head of Customer Operations, TeleTu

“Transcom’s willingness to do things differently and ability to respond at speed have helped us maintain our y p p pbusiness agility and seize market opportunities.”Zach Lewy, CEO, Arrow Global

“Transcom’s agents have exceptional service skillsTranscom s agents have exceptional service skills, specialist airline knowledge and highly developed problem solving skills.”Caroline Patterson, Director, MCS

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Our clients

“Transcom is evolving with us to meet new challenges, maintaining a lean, efficient operation that’s allowing us t h ll tit ith ito challenge our competitors with our service excellence.”Fredrik Stenberg, Director of Customer Operations, Tele2

“Transcom has been proactive in finding ways to streamline the operation – to cut out cost and work smarter.”Ian Brown Financial Controller Group Services VW GroupIan Brown, Financial Controller, Group Services, VW Group

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Location choices

Home markets

• France

• Germany

• Italy

• Austria

• Belgium

• Canada

• Netherlands

• Norway

• Poland

• Slovakia

• Spain

• Sweden

• UK

• USA

N h

• Luxembourg• Denmark • Portugal • Switzerland

HC d S biNear shore locations

• Hungary

• Latvia

• Lithuania

• Romania

• Canada

• Croatia

• Czech Rep

• Estonia

• Serbia

Offshore l ti

• Chile

• Philippineslocations Philippines

• Tunisia

Home Agent and Agent on Demand options available in some markets

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g g p

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Technology

Telephone and contact handling

Your view:You must be able to deliver contacts to us any way you want

Our solution:Our best in class contact center platforms support standard telephony, VOIP and SIP

Your view:We should integrate seamlessly with your application platforms

Our solution:We have proven access to all your applications via standard PC or thin client environments

Your view:You need to support the channelsyour customers demand

Our solution:We support all contact channelsincluding phone, chat, email, sms, social media

Your view:Calls should be answered in a location that suits you best

media

Our solution:Our fully redundant global MPLs network delivers every contact to the right agent in any location

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that suits you best every contact to the right agent in any location

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Technology

Delivering service

Your view:Our technology infrastructuremust be reliable

Our solution:Our critical infrastructure is hostedin purpose built data centers acrossthe globeg

Your view:Security and compliance is vitalf b i

Our solution:We can comply to the national

d i t ti l t d dfor your business and international standards yourindustry demands

Your view: Our solution:Your view:You need reports that aremeaningful for your business

Our solution:We have invested in technologies thatcollect, aggregate and report information in multiple easy to access formats

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Technology

Delivering service

Your view:Campaigns must be implementedquickly and changes made at speed

Our solution:Our dedicated technology shared servicecenter is experienced in high speed ramp up and change implementationup and change implementation

Your view:The right agent should be available inth i ht l t th i ht ti

Our solution:Our best in class workforce managementtechnologies deliver sophisticated andthe right place, at the right time – every

timetechnologies deliver sophisticated and precise forecasting and scheduling

Your view: Our solution:Your view:Quality is paramount We use the best call recording and quality

management technologies to give your teams and ours direct access to every interaction

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Contact us to find out more

+34 93 508 2794+34 93 508 2794contactus@transcom.com

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