Transcom reports and white papers provide insight into the issues shaping the customer and credit management industries.

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  Surviving the Storm: Current Trends and Future Strategies in Debt Management

  By Martin Kochman, Chief Strategy Officer, Transcom. Published 2011.
   
  Research conducted by Transcom among 400 debt collection and recovery professionals across the UK reveals that, over the last twelve months, levels of debt amongst their customers have risen dramatically, that customers are taking longer to pay and that the amount of debt being ‘written off’ is escalating.

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  Winning on Two Fronts: How outsourcing can build value and reduce costs

  By Martin Kochman, Chief Strategy Officer, Transcom. Published 2011.

  This white paper urges buyers of outsourced customer management services to link remuneration to performance in outsourcing contracts and recommends newly emerging ‘leveraged deals’ with the potential to deliver a new generation of cost savings.

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  The search for solid ground: Can outsourcing stabilize your debt management performance?

  By Martin Kochman, Chief Strategy Officer, Transcom. Published 2011.

  This report predicts that third party outsourcing will become a defining trend in credit management and collections environments as companies reshape their operations in the aftermath of recession.

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  Debt & Customer Relationship: Managing the Customer Lifecycle- from Customer Acquisition to Revenue Recovery

  By Martin Kochman, Chief Strategy Officer, Transcom. Published 2010.

  This white paper explores how managing customer relationships and customer debt in tandem can improve customer lifetime value and secure revenue streams.
   
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  Home Agent Adoption in North American Contact Centers 2010

  Daniel Willis, BA (Hons), C.I.M. Director, Transcom. Published 2010.

  This industry report on home agent adoption reveals that 46% of businesses have adopted an ‘at home’ delivery channel.

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  Pandemic Recovery for the Contact Center

  Melissa Nievas, Business Development Manager North America & Asia, Transcom. Published 2009.

  An overview of the risk posed to contact center operations by a pandemic outbreak and how that risk can be managed as part of an effective disaster recovery program.

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  Leverage for Advantage: The Evolution of Customer Management Outsourcing

  Mike Purvis, UK Managing Director, Transcom. Published 2009.

  This paper identifies new trends in outsourced contracting.Trends that mean enlightened outsourcers are able, not just to chip away at their clients’ day-to-day operating costs, but to remove their fixed asset burdens, provide a much needed cash injection and improve operational efficiency. 

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