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transcosmos’ China call center subsidiary is selected as the best customer service company in China

Highly acclaimed on points including an excellent management team and advanced management experience

August 6, 2012

transcosmos inc.
Shanghai transcosmos Marketing Service Co., Ltd.

Shanghai transcosmos Marketing Service Co., Ltd. (Headquarters: Shanghai, China; CEO: Yuichiro Kubo; hereafter, transcosmos CC China), a 100% subsidiary of transcosmos inc. (Headquarters: Shibuya Ward, Tokyo; President and COO: Masataka Okuda; Securities code: 9715; hereafter, transcosmos) has been selected as the 7th “China’s Best Customer Service Company” for 2011-2012 and was recognized at a ceremony held in Beijing on July 12, 2012.

The “China’s Best Customer Service Company evaluation” is a process to select the most outstanding customer service company, which is sponsored by the China Information Association and the China Services Trade Association and conducted by the China Services Trade Association customer service committee. Because the winning company is selected through a rigorous and detailed investigation and evaluation process, this has become the current accreditation standard for measuring the customer service level of businesses. In addition, in the course of the investigation performed for the selection, challenges of the subject companies are identified and the important scientific basis for improving service quality is provided to them, and therefore many companies participate as a means to detect problems and improve services.

The investigation for the selection process is conducted by means of mystery calls (mystery shopping), whereby the overall service level is evaluated in various ways including inquiry support, business processing, handling of complaints, merchandise exchange or return, and repairs. In addition, surveys are conducted with respect to all points of contact including service hotlines, sales and the Internet. transcosmos CC China has received a high evaluation in these surveys for its “excellent management team, advanced management experience and ability to provide the most outstanding outsourcing solutions” which has culminated in this award.

View of the awards ceremony

Fourth from the left: Eileen Wang, Senior VP

<Fourth from the left: Eileen Wang, Senior VP>

Since the establishment of transcosmos CC China in April of 2006, it has developed businesses in the rapidly expanding Chinese EC market including call center services for customer support, Internet marketing services and EC support services, and it is now providing services for many global businesses. In the future, we will continue aiming for improved quality and will go on striving to upgrade and expand services for the Chinese and other Asian markets.

About Shanghai transcosmos Marketing Service Co., Ltd. (Popular name: transcosmos CC China)

Our company, which is a strategic company for the contact center business of transcosmos in China, started in April of 2006 as a joint venture with a Microsoft affiliated company (Wecosmos at that time and changed to the current name in June 2008). We currently provide general contact center services for the Chinese market including order and inquiry reception for mail order business, technical support centering on personal computers, and telemarketing. In addition, our client base has reached a total of approximately 45 companies including Japanese, Western and Chinese businesses. With a total of four contact center locations, two in Shanghai, one in Beijing and one in Wuxi, we have 1,470 work stations and we are one of the foremost EC support and contact center outsourcing companies in China.

Company name:
English name:
Shanghai transcosmos Marketing Service Co., Ltd.
Yuichiro Kubo, CEO
April 2006
1,470 seats (Shanghai: 990, Beijing: 200, Wuxi: 280)
Business description:
Contact center operations for the Chinese market, Multi-language off-shore contact center operations, System development associated with contact center operations
December 2009 – Concluded a strategic partnership agreement with China’s largest EC company Taobao (Alibaba Group)
FY2008 – Received the 2008 China’s Best Outsourcer Award at the 2008 China (Asia) Best Call Center Conference
2007-2008 – Selected for the China’s Best Service Outsourcing Provider, China BPO Top

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* transcosmos is a registered trade name or trademark of transcosmos inc. in Japan and other countries.
* Other company names and product or service names mentioned are registered trade names or trademarks of various other companies.

About transcosmos inc.

transcosmos launched operations in 1966 as a pioneer in the information processing outsourcing business. Since then it has combined superior “human resources” with the most up-to-date “technological” capabilities to enhance the competitive strength of its corporate clients by providing them with high value added and superior services. It provides overall IT outsourcing services such as call center services, business process outsourcing services, business process solution services, and digital marketing services either as standalone solutions or as combined services to its corporate clients to optimize their marketing efficiencies, to expand sales and gain new customers. Further, these services have been expanded beyond Japan, globally, centered in Asia. transcosmos aims to be the “Global IT Partner” of its corporate clients to provide them with high quality outsourcing services on a global scale.

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