NuComm International
Encyclopedia
NuComm International was a Canadian-based provider of customer relationship and call center
services.
It is officially now part of Transcom WorldWide S.A.
and operates as Transcom North America / Asia.
It was in these early days that Réal began developing a new call center business model that leveraged technology, statistical quality control and a structured approach to building a workplace culture of continuous improvement. He developed practices for recruiting and training, reducing call handling times and other efficiencies that go straight to a contact center client's bottom-line. He later detailed his findings and philosophy in his book, 23 Steps To An Effective Call Center.
In 1996, Réal collaborated with his wife, Anne (who also has call center management experience), to expand the business to that of a full-service contact center services provider. The company was renamed to NuComm.
NuComm quickly grew from a single office located in historic Welland, Ontario
to an international company now headquartered in St. Catharines, Ontario
, employing over an estimated 4,000 people worldwide. Between 1991 and 2007 they have opened 15 centres world-wide, with the most recent centres in Wichita, Kansas
; Lafayette, Louisiana
and Barrie, Ontario
, although the Wichita office was set to be closed by the end of September, 2007, with employees being given the option to work from home (called "Home Agents").
NuComm has been named one of Canada's 50 Best Managed Companies 5 years in a row (starting in 2001). Réal was honored by being named one of Canada's Top 40 under 40 CEO's in 2001, and in 2005 published a second book, Call Centers for Dummies.
- Located in Tiendesitas Frontera Verde Pasig City 1600
- Located in Lopuez South Araneta St. Tangub, Bacolod City
- Located in 2nd Floor, Amigo Terrace Hotel along Delgado Sts. corner Iznart Iloilo City 5000
S.A., the European Customer Relationship Management
and debt collections specialist, announced that it had acquired 100% of NuComm International, and a maximum cash consideration of $90 million CAD
(€
63 million) will be paid in three installments. An initial payment of $50 million CAD
(€
35 million) will be paid with the remainder being subject to a two tier earn-out ending in December 2008. The earn-out is based on a multiple of operating profit which is capped at a maximum of 9x EBIT
for the complete deal.
NuComm had revenues of $122 million CAD
(€
85 million) for the twelve months ended July 31, 2007. Réal Bergevin, the founder and CEO of NuComm, has signed a contract to remain with the business under the new ownership.
Call centre
A call centre or call center is a centralised office used for the purpose of receiving and transmitting a large volume of requests by telephone. A call centre is operated by a company to administer incoming product support or information inquiries from consumers. Outgoing calls for telemarketing,...
services.
It is officially now part of Transcom WorldWide S.A.
Transcom WorldWide
Transcom WorldWide S.A. a global outsourced service provider entirely focused on customers, the service they experience and the revenue they generate. Transcom's customer management and credit management services are designed to strengthen clients’ customer relationships and secure their revenue...
and operates as Transcom North America / Asia.
History
In 1991, NuComm CEO Réal Bergevin founded John Moss Associates, a consulting and training company specializing in contact center management.It was in these early days that Réal began developing a new call center business model that leveraged technology, statistical quality control and a structured approach to building a workplace culture of continuous improvement. He developed practices for recruiting and training, reducing call handling times and other efficiencies that go straight to a contact center client's bottom-line. He later detailed his findings and philosophy in his book, 23 Steps To An Effective Call Center.
In 1996, Réal collaborated with his wife, Anne (who also has call center management experience), to expand the business to that of a full-service contact center services provider. The company was renamed to NuComm.
NuComm quickly grew from a single office located in historic Welland, Ontario
Welland, Ontario
Welland is a city in the Regional Municipality of Niagara in Southern Ontario, Canada.The city has been traditionally known as the place where rails and water meet, referring to the railways from Buffalo to Toronto and Southwestern Ontario, and the waterways of Welland Canal and Welland River,...
to an international company now headquartered in St. Catharines, Ontario
St. Catharines, Ontario
St. Catharines is the largest city in Canada's Niagara Region and the sixth largest urban area in Ontario, Canada, with 97.11 square kilometres of land...
, employing over an estimated 4,000 people worldwide. Between 1991 and 2007 they have opened 15 centres world-wide, with the most recent centres in Wichita, Kansas
Wichita, Kansas
Wichita is the largest city in the U.S. state of Kansas.As of the 2010 census, the city population was 382,368. Located in south-central Kansas on the Arkansas River, Wichita is the county seat of Sedgwick County and the principal city of the Wichita metropolitan area...
; Lafayette, Louisiana
Lafayette, Louisiana
Lafayette is a city in and the parish seat of Lafayette Parish, Louisiana, United States, on the Vermilion River. The population was 120,623 at the 2010 census...
and Barrie, Ontario
Barrie, Ontario
Barrie is a city in Southern Ontario, Canada, located on the western shore of Lake Simcoe, approximately 90 km north of Toronto. Although located in Simcoe County, the city is politically independent...
, although the Wichita office was set to be closed by the end of September, 2007, with employees being given the option to work from home (called "Home Agents").
NuComm has been named one of Canada's 50 Best Managed Companies 5 years in a row (starting in 2001). Réal was honored by being named one of Canada's Top 40 under 40 CEO's in 2001, and in 2005 published a second book, Call Centers for Dummies.
Ontario
- St. Catharines - Head Office
- BarrieBarrieBarrie may refer to:* Barrie, city in Ontario, Canada* Barrie , Canadian federal electoral district* Barrie , provincial electoral district* Barrie—Simcoe—Bradford, former Canadian electoral district...
- Brockville
- ChathamChatham-Kent, OntarioChatham–Kent is a unitary authority in Southwestern Ontario, Canada. Mostly rural, its centres of population are Blenheim, Chatham, Dresden, Ridgetown, Tilbury and Wallaceburg. Modern Chatham–Kent was created in 1998 by the merger of Kent County and its municipalities.- History :The former city of...
- CobourgCobourg, OntarioCobourg is a town in the Canadian province of Ontario, located in Southern Ontario 95 km east of Toronto. It is the largest town in Northumberland County. Its nearest neighbour is Port Hope, to the west. It is located along Highway 401 and the former Highway 2...
- LondonLondon, OntarioLondon is a city in Southwestern Ontario, Canada, situated along the Quebec City – Windsor Corridor. The city has a population of 352,395, and the metropolitan area has a population of 457,720, according to the 2006 Canadian census; the metro population in 2009 was estimated at 489,274. The city...
- Owen Sound - closed
- Sault Ste. MarieSault Ste. Marie, OntarioSault Ste. Marie is a city on the St. Marys River in Algoma District, Ontario, Canada. It is the third largest city in Northern Ontario, after Sudbury and Thunder Bay, with a population of 74,948. The community was founded as a French religious mission: Sault either means "jump" or "rapids" in...
- Toronto
Philippines
- ManilaMetro ManilaMetropolitan Manila , the National Capital Region , or simply Metro Manila, is the metropolitan region encompassing the City of Manila and its surrounding areas in the Philippines...
(Pasig CityPasig CityThe City of Pasig is one of the city municipalities of Metro Manila in the Philippines and was the former capital of the province of Rizal prior to the formation of this grouping of cities designated as the National Capital Region...
)
- Located in Tiendesitas Frontera Verde Pasig City 1600
- Bacolod CityBacolod CityThe City of Bacolod , is a highly urbanized midsize Philippine city. It is the capital of the Negros Occidental province. Having a total of 499,497 inhabitants as of August 1, 2007, it is the most populous city in the Western Visayas Region. It is currently ranked as the 17th most populous city in...
- Located in Lopuez South Araneta St. Tangub, Bacolod City
- Iloilo CityIloilo CityThe City of Iloilo is a highly urbanized city in the Philippines and the capital city of Iloilo province. It is the regional center of the Western Visayas, as well as the center of the Iloilo-Guimaras Metropolitan Area...
- Located in 2nd Floor, Amigo Terrace Hotel along Delgado Sts. corner Iznart Iloilo City 5000
Executive Management Team
- Geoff Smyth, Regional General Manager
- Luci Cudmore, Vice President, Sales and Marketing
- Florence Pecdasen Balawag, Senior Account Chairman, Internal Affairs
- Francella Marques Halili, Senior Operations Coordinator
Services
NuComm provides technical support, customer care and billing, data management and customer self-service programs to companies in the cable television, telecommunications, automotive, financial services, retail, media, entertainment and government sectors.Transcom
On August 27, 2007, Transcom WorldWideTranscom WorldWide
Transcom WorldWide S.A. a global outsourced service provider entirely focused on customers, the service they experience and the revenue they generate. Transcom's customer management and credit management services are designed to strengthen clients’ customer relationships and secure their revenue...
S.A., the European Customer Relationship Management
Customer relationship management
Customer relationship management is a widely implemented strategy for managing a company’s interactions with customers, clients and sales prospects. It involves using technology to organize, automate, and synchronize business processes—principally sales activities, but also those for marketing,...
and debt collections specialist, announced that it had acquired 100% of NuComm International, and a maximum cash consideration of $90 million CAD
Canadian dollar
The Canadian dollar is the currency of Canada. As of 2007, the Canadian dollar is the 7th most traded currency in the world. It is abbreviated with the dollar sign $, or C$ to distinguish it from other dollar-denominated currencies...
(€
Euro
The euro is the official currency of the eurozone: 17 of the 27 member states of the European Union. It is also the currency used by the Institutions of the European Union. The eurozone consists of Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg,...
63 million) will be paid in three installments. An initial payment of $50 million CAD
Canadian dollar
The Canadian dollar is the currency of Canada. As of 2007, the Canadian dollar is the 7th most traded currency in the world. It is abbreviated with the dollar sign $, or C$ to distinguish it from other dollar-denominated currencies...
(€
Euro
The euro is the official currency of the eurozone: 17 of the 27 member states of the European Union. It is also the currency used by the Institutions of the European Union. The eurozone consists of Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg,...
35 million) will be paid with the remainder being subject to a two tier earn-out ending in December 2008. The earn-out is based on a multiple of operating profit which is capped at a maximum of 9x EBIT
Earnings before interest and taxes
In accounting and finance, earnings before interest and taxes is a measure of a firm's profit that excludes interest and income tax expenses. Operating income is the difference between operating revenues and operating expenses...
for the complete deal.
NuComm had revenues of $122 million CAD
Canadian dollar
The Canadian dollar is the currency of Canada. As of 2007, the Canadian dollar is the 7th most traded currency in the world. It is abbreviated with the dollar sign $, or C$ to distinguish it from other dollar-denominated currencies...
(€
Euro
The euro is the official currency of the eurozone: 17 of the 27 member states of the European Union. It is also the currency used by the Institutions of the European Union. The eurozone consists of Austria, Belgium, Cyprus, Estonia, Finland, France, Germany, Greece, Ireland, Italy, Luxembourg,...
85 million) for the twelve months ended July 31, 2007. Réal Bergevin, the founder and CEO of NuComm, has signed a contract to remain with the business under the new ownership.