Transcom, a 30,000-employee call center company, was at the forefront of the work-from-home trend long before COVID-19.
And like so many call centers over the past decades, the Stockholm-based company has withdrawn its physical presence in the United States.
But that all started to change. Fast. Faster than the traditional outsourced customer service troubleshooting session, the company might argue.
After the company severed ties with public investors in 2017 and began to expand in 2018, Transcom began to realize the competitive advantage of having US customer service professionals to look after US customers. As e-commerce and high-tech queries continue to proliferate, so does the demand for more complex customer service relationships.
“Some companies in our industry have experienced as much as 30% year-over-year growth,” said Donald Berryman, vice president and commercial director of North American operations at Transcom. “There are a number of our customers who are returning some of these tech calls to the United States. They need a workforce that can handle this. “
To attract these American professionals, the company will begin bringing staff into offices that company officials say help foster community and business collaboration.
“We have a number of US customers that we serve in Europe,” Berryman told GSA Business Report. “The US consumer base is the largest in the world and most of the buyers of our outsourced services are in the US, so we’re really trying to grow. “
The company has re-established an American presence in Denver, but all American employees work from home.
That will change soon, as the company has shortlisted Greenville from four locations for its new U.S. operations center, which is slated to open in January.
“We started with 125 cities in the United States and we reduced it quite dramatically to around 30, and in those 30 cities we were really focused on the next customer, where should we place our location and where to go. find most of our employees, ”he said.
Transcom plans to hire 100 associates, most to work in the office at its next location. As revenues increase – they peaked 11% last year – the company expects 500 employees to be on site.
“But we could get to a thousand, so we’re looking for a place that could be a hub, and then if we could be in a business park – kind of like that,” he said, referring to Greenville’s Park 37. “Or others we’ve seen here. There’s one on the road we’re also looking at – which might have a few locations in the same business park. Which makes a lot of sense to us. .
This setup would open up opportunities for a shared technology infrastructure, he added.
“It gives this campus a very similar feel to the one many of our customers operate from,” said Kyla Starks, senior vice president of North American operations at Transcom.
The move, which is expected to be finalized in the first week of November, is awaiting comment from the state’s Commerce Department, but the company has braced for a landing in Greenville with hiring notices specific to the location for a site manager and trainer.
Operations would begin in January, he said, alongside the launch of a contract with a North American customer that typically relies on in-house call centers.
In the coming months, 80% of American employees at Transcom will make the morning commute, while 20% will keep the fort at home.
“People want this flexibility to be able to work from home, but they also want to have that connection,” Starks said, adding that the workforce is looking for an in-person community. “How can you really connect with the community where your people are if you don’t have a base there? “
Along with an existing talent pool, the mild weather also played a major role in choosing a base, as did a location accessible by land and air.
“What do we think is a great base of operations, a place where we will grow and, most importantly, a place where our employees will love to come to work and come to work every day, and two, where our customers love to come: a community that “They love to visit and they don’t mind spending days, weeks or even a month here while they train,” Berryman said, naming the criteria for their new center. “And so we’ve found a very positive environment here in Greenville. Probably, more importantly, a workforce that we can sustain for many years to come.
Contact Molly Hulsey at 864-720-1223.