Call Design, a leading global Contact Centre technology specialist, has announced a multi-million dollar deal with Transcom, a global outsourced services provider, to deliver a hosted workforce management solution that will help reduce costs, improve productivity and increase service quality.

Partnering with Aspect Software, a leading unified communications (UC) solutions provider, Call Design will implement Aspect’s Productive Workforce for Aspect eWorkforce Management to efficiently schedule Transcom’s large pool of agents and back office employees to improve productivity, overall employee satisfaction as well as  increase customer satisfaction for their domestic and offshore contact centre customers.

The company is using Call Design’s Hosted Workforce Management solution to provide its contact centre managers and agents with the insight, tools and processes to adopt a continuous improvement culture. The solution will support its customers’ sales, customer service, technical support and collections business process outsourcing operations. Transcom has 17 sites in North America and Asia, serving customers across most industries, including telecommunications, financial services, retail and fast moving consumer goods. The contact centre, which operates 24×7, also provides multiple language support for its customers in Asia Pacific, North America and Europe.

“Despite the Global Financial Crisis, industry experts estimate that the BPO industry in the Philippines will grow by 35% in 2009 and we need to ensure that Transcom is in a strong position to benefit from this opportunity.  We selected Call Design based on the company’s expertise in delivering global market-leading solutions that are flexible to the growth requirements of our business.  Call Design is also putting its money where its mouth is by offering a unique ROI based contract, demonstrating to us a real confidence in the service the company provides,” said Siva Subramaniam, Country Manager Transcom Philippines.

“Call Design is delighted to assist Transcom in maximizing productivity, increasing revenue and most importantly, meeting and exceeding customer requirements and key performance indicators, with a cost effective global solution. We are excited to work with Transcom to deliver a solution that can easily be integrated and scaled for their global business,” said Miles Stanton, managing director, Call Design.