During the CallCenterWorld held this year, it was voiced rather clearly and loudly that other fair account methods of Call Center services were required and should be made available. In the meanwhile, Transcom Worldwide toots the same horn while planning the introduction of a new procedure.

"We bank on avoiding calls in the future", Transcom Worldwide-management member Thomas Tannhäuser said in a press report. Until now customers were charged minute based prices which is not uncommon in the industry. This principle is very rigid and has been responsible for much scepticism between the customer and service provider. Besides, Call Centers have been criticized to prolong telephone calls artificially to enable them to earn more money.

"We want to fight this with our new strategy and give our customers some added advantages", Tannhäuser stated. The idea is to get away from minute prices towards a dialogue-based account. "A customer is a dialogue", says Tannhäuser and "this is taken into account ". This will work "with a special system to avoid dialogues but identifies problem fields". If problems of the customers cannot be solved in the first contact, a message automatically goes to the principal. Then the principal will introduce the problem solution and the Transcom agent will automatically be updated that the problem has been resolved. This will benefit the Transcom customer with lower expenses and a better image.

Transcom Worldwide views itself as an innovation leader in the Contact Center industry and therefore demands a rethinking in and for the future. Now they want to proceed actively and clear scepticism and distrusts within the industry. Thomas Tannhäuser says " We need no codes of honour, we act." The fact that the Call Center service provider is here on a good way, with new strategies in the recruiting as well as individual assistant programs, Tannhäuser moors in the numbers: " A sickness ratio less than five per cent and an assistant's fluctuation less than a per cent are the best proofs of the success. "