Chris Tranquill is senior vice president and group president of Xerox Services Business Process Solutions (BPS), a position to which he was promoted in 2009.
The BPS group represents approximately $650 million in annual revenue and includes three lines of business: Communications and Consumer Goods; Travel, Transportation and Logistics; and Xerox Services Multivoice, a South American-based call center outsourcing provider.
Previously, Tranquill was managing director of the Communications and Consumer Goods delivery unit for Xerox Services, growing this business by nearly 40% in annual revenue in two years. As vice president, Tranquill directed Xerox Services’ largest account, growing operations by 150% in two years.
In addition to growing Xerox Services’ award winning call center outsourcing operations Tranquill has integrated several acquisitions including Multivoice and e-Services, a Caribbean-based customer care services provider.
Throughout Chris’ time with Xerox Services, he has used his experience to develop specific call center management methods and processes designed to improve issue resolution and drive first call resolution, two key measurements used to demonstrate superior customer service.
Tranquill created and implemented a Supportive Organization Culture, which significantly boosts employee morale, reduces attrition, lowers absenteeism and improves quality of service. Xerox Services’ Supportive Organization Culture consists of numerous commitments the site leadership makes to the agents. To ensure these commitments are followed consistently, agents are frequently surveyed and leadership is held accountable for their results.
Chris Tranquill graduated from the United States Naval Academy with a Bachelor of Science degree.