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Transcom

Transcom is a multinational (BPO) company specializing in digitally enhanced (CX) services, including customer care, sales, , and collections, primarily serving brands in the , , and technology sectors. Founded in 1995 by the Kinnevik and headquartered in , , Transcom has grown into a global provider with over 30,000 employees operating across more than 85 contact centers and work-at-home networks in 29 countries. The company employs a "smartshoring" model that combines nearshore, offshore, and onshore operations to optimize efficiency and cultural alignment for clients such as , , and Techstyle. Since 2018, Transcom has been privately owned, with majority ownership by Altor Fund IV, a significant minority stake held by entrepreneur Gunilla von Platen, and participation from key management team members. Under President and CEO , the company emphasizes a people-first integrated with AI-driven technologies to deliver scalable solutions, supporting over 200 fast-growing market disruptors worldwide. Transcom operates specialized divisions, including Awesome CX for core and Xzakt, a leading provider of outsourced in , with over 300 dedicated employees in the latter across sites in and .

History

Founding and early development

Transcom WorldWide AB was founded in 1995 by the Swedish investment company Investment AB Kinnevik, with the vision of creating a global customer service provider focused on outsourcing solutions. The company was established as a specialist in customer relationship management (CRM) and debt collection services, aiming to support businesses in managing customer interactions and financial recoveries. Headquartered in Stockholm, Sweden, Transcom began operations from this central location, leveraging Sweden's growing telecommunications and business services sector to build its initial foundation. In its early years, Transcom concentrated on providing services such as customer care, sales support, technical assistance, and collections, primarily targeting markets. The company emphasized phone-based interactions to deliver these services, aligning with the rising demand for efficient in the and industries during the mid-1990s. By the late 1990s, Transcom had begun operational expansions across , establishing its centers outside , including a key facility in in 1999 at Vélizy-Villacoublay near , which served as both a regional and call center. This move marked an important step in scaling operations to meet multinational client needs, with initial centers focusing on multilingual support for clients. A significant early milestone came in 2001 when Transcom listed its shares on and Stockholmsbörsen's O-list, enabling broader access to capital markets and supporting further internal growth. This , under the ticker TWW, reflected the company's rapid development from a startup to a recognized player in the European landscape within its first six years.

Acquisitions and growth

Transcom's growth trajectory accelerated in the mid-2000s through strategic acquisitions that diversified its service offerings and expanded its geographic footprint. In 2003, the company acquired the debt collection business of from Industriförvaltnings AB Kinnevik for 180 million, marking its entry into services across the region and enhancing its capabilities. This move solidified Transcom's position as a comprehensive provider in . By 2007, Transcom further broadened its North American presence by acquiring NuComm International, a leading provider, for CAD 90 million, which integrated operations in the , , and the and boosted revenues through expanded customer care and collections services. Ownership changes in the provided capital for further expansion. In 2015, Altor Fund IV made a minority by acquiring 6.4 million shares (24.5% stake) from Investment AB Kinnevik, becoming Transcom's largest and supporting operational scaling. This was followed in 2017 by Altor's acquisition of majority ownership, delisting Transcom from public markets, and the integration of Xzakt Kundrelation—founded in as a firm—into the group as a sister company, which strengthened multilingual and nearshore capabilities in . In 2018, Transcom acquired Awesome OS (rebranded as Awesome CX), a US-based provider of customer care and digital services, to bolster its North American digital offerings and add specialized back-office support. The company continued its acquisition-driven expansion into the 2020s, focusing on high-value sectors and regions. In 2021, Transcom acquired , a Croatia-based specialist serving German-speaking markets, enhancing its nearshore delivery in . This was complemented by the 2022 purchase of Forcontact Europe, a and retail provider, which expanded Transcom's expertise in retail services and multilingual support for high-end brands. In 2023, the acquisition of Timeframe, a provider of , , , and video identification services founded in 1997, further integrated advanced tools and strengthened positions in HR and services. In 2024, Transcom acquired VCosmos, a high-end () solution provider based in with operations in Gurugram, which added multilingual support capabilities and expanded its footprint in the region. These acquisitions have been instrumental in Transcom's operational scaling, with the number of operating centers growing from 62 in 2013 to over 85 by 2025, reflecting expanded global delivery capacity and service diversification. This growth has enabled Transcom to serve a broader client base across sectors, driving revenue increases tied to enhanced nearshore and digital capabilities.

Operations

Services provided

Transcom offers a core suite of customer experience services, including customer care for omni-channel support, sales support through customer acquisition and retention strategies, via troubleshooting and IT helpdesk, and debt collections with integrated recovery processes. These services are designed to handle inbound and outbound interactions across voice, , , and channels, ensuring seamless client integration and compliance with industry standards. Following the 2018 acquisition of Awesome CX, Transcom evolved from traditional to digitally enhanced services, emphasizing and data-driven operations to support hyper-growth clients. This shift integrated advanced technologies into core offerings, transforming standard support into scalable, efficient CX hubs that prioritize both human expertise and technological augmentation. In digital CX innovations, Transcom provides AI-driven through and agent assist tools, SaaS platforms for unified and integration, and solutions via conversational and predictive insights. These include autopilot for self-service bots across channels, copilot features that suggest responses and remove routine tasks, and platforms that convert data into actionable predictions for operational optimization. Implementation of these services has yielded measurable performance gains, such as a +33% improvement in (CSAT) within two months, a -33% reduction in average handle time (AHT) after eight weeks of integration, and +25% productivity per hour through BI-enabled real-time insights, as demonstrated in partnerships. Transcom tailors these offerings to sectors like for order and billing support, for 24/7 , and services for and safety compliance, with brief examples including multilingual AI chatbots for clients like .

Global presence

Transcom maintains a extensive global footprint, operating 85 locations across 29 countries and employing approximately 30,000 specialists as of 2025. This network includes over 85 contact centers and work-at-home operations, enabling the company to deliver scalable to more than 200 clients primarily in the , , and internet sectors. From its origins in , Transcom has established a strong presence in the region, with operations spanning the Nordics, Western and Central , Iberia, Eastern and the Baltics, South and Southeast , and . The company's entry into North America was bolstered by the 2007 acquisition of NuComm International, which facilitated expansion in the United States and . Today, Transcom's North American operations focus on high-volume customer interactions, leveraging sites in the to support disruptive brands in tech and . In parallel, expansions into and have diversified its reach; key sites include in for multilingual support to regional markets, and facilities in the and within the region, where one-third of its global workforce is based. These developments have grown the operational structure from 62 contact centers in 26 countries as of 2013 to the current expansive network. Transcom's multilingual capabilities support services in 33 languages, allowing for localized experiences across diverse markets. To adapt to global demands, employs work-from-home models alongside traditional centers, fostering flexibility and access to specialized local pools. This structure ensures efficient handling of over 1.5 million daily customer interactions while maintaining cost-effective, technology-driven solutions tailored to regional nuances.

Corporate governance

Ownership

Transcom has been a privately owned since 2017, with Altor Fund IV serving as the majority owner. This ownership structure includes significant minority stakes held by investor Gunilla von Platen and key members of the company's management team. Altor Fund IV, managed by the private equity firm , focuses on mid-market investments in the region and has guided Transcom's strategic direction toward operational efficiency and expansion in services. The company's operational entity, Transcom WorldWide AB (publ), functions as a wholly owned of Transcom Holding AB (publ), which serves as the primary under Altor's control. This layered structure was established following Altor's acquisition, enabling centralized oversight while maintaining the operational focus of the worldwide . Prior to privatization, Transcom WorldWide AB was publicly listed on , a status that ended after Altor's takeover. In March 2015, Altor Fund IV acquired an initial minority stake of approximately 24.3% from Investment AB Kinnevik, positioning it as the largest shareholder. This evolved into full control by March 2017, when Altor completed a public cash offer, securing over 90% of the shares and initiating compulsory redemption proceedings for the remainder. approved the delisting on March 27, 2017, with trading ceasing on April 10, 2017. Post-privatization, Transcom no longer discloses detailed public financial statements as required for listed companies, shifting instead to a private equity-driven strategy emphasizing long-term value creation through targeted investments and performance improvements. This approach has allowed greater flexibility in decision-making, free from quarterly public reporting pressures.

Leadership

Brian Johnson serves as President and of Transcom, a position he assumed in March 2024. With over 30 years of experience in the (CX) services industry and , Johnson previously spent 17 years at in various leadership roles, including as CEO of the Americas division at , where he drove growth through digital innovations and operational efficiencies. Under his leadership, Transcom has intensified its focus on integration and to enhance global CX delivery, positioning the company as a leader in technology-enabled customer solutions. The executive leadership team supports Johnson's strategic direction with specialized roles across finance, operations, and technology. Cecilia Bergendahl acts as (CFO) as of October 2025, following her interim role from September 2025 after the resignation of the previous CFO in April 2025. Emma Crowe, as Chief People Officer (CPO), oversees talent development and to foster a culture aligned with CX innovation. Sandra Kujundžić, (CIO), leads technology infrastructure and digital tool implementation, while Simon Hunt, Chief Business Transformation Officer, drives operational enhancements and process optimizations. Regional leadership includes Travis Coates as CEO for the and (AAPAC) region, and Marieke Smidt as CEO for , , and (EMEA), ensuring localized execution of global strategies. Transcom's provides oversight on strategic direction, with several members appointed following Altor Fund IV's majority acquisition in , which marked a pivotal shift toward private ownership and accelerated transformation. Fredrik Cappelen chairs the board, guiding governance and long-term planning. Key members include Mattias Holmström (elected ), Alfred von Platen (elected 2018), Brent J. Welch (elected 2020), Donald Hicks (elected 2021), Christine Timmins Barry (elected 2022), and Julius Höh (elected 2024), the latter replacing Altor representative Herman Korsgaard to maintain alignment with the owner's vision for digital advancement. These appointments have emphasized sustainable growth and innovation, supporting Transcom's evolution into a digitally focused provider.

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