Near and offshore location options
for your customers in Spain
Right for your customers. Right for you.
Peru and Chile
At Transcom we know you value flexibility, sustainability, economy
and choice when deciding how to serve your customers.
Our global service delivery infrastructure meets those requirements.
Our comprehensive portfolio of multi-channel services covers the whole customer lifecycle
and can be delivered from:
•Contact centers across Spain
•Advanced offshore contact centers in Latin America.
We’d like to introduce you to our two offshore contact center locations in Latin America.
They offer advanced capabilities and an exceptional customer experience at significantly
lower costs; quality without compromise.
Latin America is the natural offshore delivery location for your Spanish customers. Transcom
already has over 1,500 people in Chile and Peru providing advanced services for clients in a
range of industries across Spain.
Peru
Peru is the most promising Latin American market for
Spanish language outsourcing, with some of the highest
levels of education and business competitiveness in the
region.
• Stable tax regime supplemented by government-funded
incentive programs.
• An educated, service-oriented workforce
• A 50% price advantage over mainland Spain.
The country…
• A 97% literacy rate and educational standards among
the highest in Latin America.
• A neutral, idiom-free accent.
• Politically stable with a growing economy and low
inflation.
• Ranked by the World Bank in 2012 as the 2nd best Latin
American country to do business in (behind Chile).
Transcom Peru
• One of the first multi-national providers to operate from
the country’s capital city, Lima.
• First operation established in 2011 to support a leading
Spanish telco brand, ONO, and growing rapidly.
• A broad portfolio of customer management and earlystage debt recovery services.
• A highly-motivated workforce.
• An exhaustive recruitment process that identifies clientspecific skills, language skills and relevant life experience.
• Real-time performance management for all staff, aligned
to client objectives.
• Thin client VOIP infrastructure connected to data centers
in Spain – so your data need never leave your country.
…and its customer management industry
• Around 15,500 seats and growing at the rate of 29%
year-on-year.
• Generating 42% of its revenues serving offshore clients.
• Among the lowest labor costs in Latin America.
• A robust telecommunications infrastructure within a
deregulated market.
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Chile
Chile is the most advanced offshore contact center location
in Latin America and is widely recognized as the continent’s
most attractive location for foreign investment.
Transcom Chile
• The biggest offshore contact center provider in
Chile, with a highly-engaged workforce of over 1,200
individuals.
• Operations strategically located in two 2nd tier cities,
Concepción and Valdivia, where labor availability and
costs outperform those in the country’s capital and
attrition and absenteeism levels are the lowest in the
industry.
• Established in 2006 and serving key financial services
and telecommunications businesses, including Orange.
• A broad portfolio of customer management and early
stage debt recovery services.
• An exhaustive recruitment process that identifies clientspecific skills, language skills and relevant life experience.
• Real-time performance management for all staff, aligned
to client objectives.
• A virtual contact center environment with full business
continuity planning.
• Thin client VOIP infrastructure connected to data centers
in Spain – so your data need never leave your home
country.
The country…
• Ranked by the World Bank in 2012 as the best Latin
American country to do business in.
• Top Latin American nation in the World Economic
Forum’s 2011 Global Competitiveness report.
• The first South American nation to join the OECD
(Organization for Economic Co-operation &
Development) in 2010.
• A stable democracy with consistently strong economic
growth and low inflation.
• Top performer in the Latin American Talent Index
Ranking.
• Strong GDP, 60% of which is generated from the service
sector.
• A 95.5% literacy rate and high educational standards
– the number of Chileans with higher education
qualification doubled in the last decade.
• Overlapping time zone – five hours behind Central
European Time.
Hungary – your choice for pan-European services
If you have customers across Europe, consider our panEuropean service hub in Budapest, Hungary, a top location
for the sourcing of high quality language skills. Our 450 seat
center provides services in over 20 languages for clients
across Europe.
…and its customer management industry
• Ranked by AT Kearney as Latin America’s best country
for Spanish language offshoring.
• Around 30,0000 contact center seats and stable
employment.
• Robust low-cost international telephony within a
deregulated industry.
• Complementary data protection regulatory environment
to Europe.
• Government-funded incentive programs supplemented
by the lowest rate of corporate income tax in Latin
America.
• Seen as the premium offshore location for Spanish
contact center activities.
• A highly-educated, service-oriented workforce with low
attrition outside of Santiago.
• A 30% price advantage over mainland Spain.
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Early advantage in Peru
Transcom’s first site in Peru’s capital, Lima, opened in
early 2012 with a 30 seat outbound sales operation
for Spain’s leading broadband communications and
entertainment provider, ONO.
Peru is one of the most attractive
markets in South America right now
and Transcom’s proven offshore
expertise is allowing us to reap its
benefits quickly. From the earliest
days of the operation, we’ve
been impressed by the strength
of Transcom’s management, the
confidence of their delivery and –
most importantly - the quality of
their sales results.
Jose Manuel Cardo,
Telesales Manager, ONO
Market-leading results in Chile
Independent research puts Orange Spain ahead of its
competitors for customer satisfaction. Transcom handles
almost 1.5 million interactions a month for Orange from
centers in Spain and Chile.
Find out how working with
Transcom could bring you a whole
world of location opportunities.
[email protected]
www.transcom.com
We have made it clear from the
outset that we expect service
standards in our offshore operations
to at least equal those in home
markets. Transcom has never
disappointed us in this regard.
Celia Aragonés Customer Management
Vendor Director, Orange