#Japan #Tokyo #contact center #transcosmos #Special Jury Award

transcosmos Receives Special Jury Award

In a momentous recognition of its innovative strategies, transcosmos Inc. has been awarded the Special Jury Award in the Strategy category at the Contact Center Awards 2025. This esteemed accolade was conferred during an event sponsored by the Monthly Magazine Call Center Japan and RIC TELECOM Co., Ltd., co-sponsored by e.Partners, Inc. The event took place in Tokyo, demonstrating a commitment to excellence in the contact center industry.

Established in 2004, the Contact Center Awards are among the most prestigious within Japan, aimed at celebrating outstanding initiatives and achievements in the contact center sector. The program's mission is to encourage knowledge-sharing and elevate service quality across the industry. By recognizing organizations that successfully tackle operational challenges, the awards stimulate best practices within the realm of customer service.

transcosmos has established a benchmark within the contact center industry by seamlessly integrating its clients' corporate philosophies into its operations. This strategy is underpinned by the concept of co-defining a customized MVV—Mission, Vision, and Value—with each client. At the 2025 awards ceremony, transcosmos showcased a compelling case study about its partnership with MICARD, Co., Ltd., a company also based in Tokyo. Remarkably, this collaboration yielded a 330% increase in key performance indicators (KPIs), earning transcosmos the esteemed award.

The partnership with MICARD involved a noteworthy endeavor: the co-creation of a shared MVV through a collaborative dialogue focusing on strategic priorities and enhancing customer value. Employees at the MICARD Customer Service Center championed the MVV, which enabled them to visualize the connection between customer experience and operational performance. This understanding not only empowered the team but also allowed them to resonate deeply with the MVV, leading to impressive results.

In addressing specific client challenges, particularly in boosting web registrations, the center achieved a remarkable 4.4-fold increase, significantly enhancing the overall business performance for MICARD. Alongside this achievement, transcosmos managed to reduce turnover rates and clerical errors within the operations, ultimately enhancing service quality and ensuring stable operations.

The juries were particularly impressed with how transcosmos engaged with its clients, highlighting the company's unique approach. Comments from the juries emphasized that, unlike typical outsourcers, transcosmos established a collaborative effort focused on defining a shared Mission, Vision, and Value. This proactive strategy saw on-site team members working with a clear purpose, which transcended conventional KPI focus areas to deliver outstanding performance. Specific remarks included, "This engagement level is rare among outsourcers, and transcosmos sets a new industry benchmark with their exceptional approach."

Celebrating this achievement, Yosuke Ishitsuka, General Manager of the Business Department at MICARD, expressed profound gratitude to transcosmos, stating, "Congratulations to transcosmos for winning the Special Jury Award. Co-creating our MVV has instilled a commitment among our Customer Service Center members to uphold our vision and enhance their initiative. Their contributions have seamlessly integrated into our culture, leading to remarkable business results. We are excited to continue this collaboration, tackling new challenges ahead."

With an overarching vision to connect people’s happiness with a well-being society through effective communication, transcosmos employs approximately 23,000 professionals across its Digital Customer Communications sector. They provide call center and other communication services from 31 locations across Japan, enhancing clients’ outreach and customer engagement.

Founded in 1966, transcosmos has continuously propelled client growth by merging extraordinary talent with cutting-edge technology. With a sprawling network across 36 countries, the company prides itself on operational excellence, aiming to be the ultimate global partner in digital transformation. As businesses evolve in a rapidly changing environment, transcosmos is steadfast in its pledge to support clients via innovative services that span sales expansion and cost optimization.

To learn more about transcosmos and its services, visit trans-cosmos.co.jp.