NuComm International

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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 and Asia.

History[edit]

In 1991, NuComm CEO Real Bergevin founded John Moss Associates, a consulting and training company specializing in contact center management.[1]

It was in these early days that Bergevin 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.[2]

In 1996, Bergevin collaborated with her Fiancée, Anne Bergevin (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").[3]

NuComm has been named one of Canada's 50 Best Managed Companies[4] 5 years in a row (starting in 2001). Réal was honored by being named one of Canada's Top 40 under 40[5] CEO's in 2001, and in 2005 published a second book, Call Centers for Dummies.[6]

Current offices[edit]

Ontario[edit]


Philippines[edit]

- Located in Tiendesitas Frontera Verde Pasig City 1600

- Located in Filinvest Bldg EDSA 167 1555 Mandaluyong City

- Located in Lopuez South Araneta St. Tangub, Bacolod City

- Located in 2nd Floor, Amigo Terrace Hotel along Delgado Sts. corner Iznart Iloilo City 5000

USA[edit]

Previous offices[edit]

Ontario[edit]

Saskatchewan[edit]

Quebec[edit]

New Brunswick[edit]

USA[edit]

Executive Management Team[edit]

  • Vacant, Regional General Manager
  • Luci Cudmore, Vice President, Sales and Marketing
  • Florence Pecdasen Balawag, Senior Account Chairman, Internal Affairs
  • Francella Marques Halili, Senior Operations Coordinator
  • Ian Reyes, Senior Facilities Manager - Transcom North America and Asia

Services[edit]

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[edit]

On August 27, 2007, Transcom WorldWide 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.[7]

References[edit]

External Links and Other References[edit]