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Performance Consulting Group (formerly CMC, Inc.) was founded in 1988 by Teresa Hartsaw as a sales and marketing company whose primary customer base was direct marketing and catalog companies. Through our experience in working with direct marketers, we were exposed to the power of the contact center as a marketing tool to enhance sales. And in 1992 PCG opened a 250 seat contact center in Cordova, Tennessee (a suburb of Memphis) to provide customer service support for direct marketing programs being tested and benchmarked before full rollout in our client operations. Interestingly enough, PCG evolved toward the contact center business, as our small benchmarking center became a high performance model winning several awards including “Call Center of the Year” from Call Center Magazine in 1999.

The key to our U.S. call center’s success was our proprietary training programs developed to maximize representative performance. These training programs were fundamentally designed to leverage the concepts of Six Sigma into call center performance basics that all levels of the organization could understand and embrace. This resulted in the development of our Performance Maximization Model and Process which became the basis for our growth in call center consulting and training. During this time, PCG provided training for executives, management and representatives in over 500 call centers throughout the U.S. As a result PCG was recognized by Call Center CRM Solutions for its training with a “Best Product of the Year” award in 1999 and Ms. Hartsaw was recognized as a “Call Center Pioneer” by Call Center Magazine in 2000.

Transnational Diversified Group, founded in 1976 by Mr. J. Roberto Delgado, has become a strong Asia-based business conglomerate that has grown to more than 30 dynamic member companies which are key players in diversified fields including:

  • Total Logistics (Transportation, Shipping, Cargo Forwarding, Warehousing, Customs Brokerage, 3rd and 4th Party Logistics, Distribution and the like)
  • Total Ship Management (Ship Crewing, Seafarer Training, Maritime E-Training, Medical Services)
  • Air & Travel Services (Tours, Travel Agency Services, Airline GSA, Airport Support & Aviation Services)
  • Investments (Securities & Investments, Real Estate Development, Pre-Need Plans and New Businesses)
  • Information & Communications Technology Services (Business Process Outsourcing Services, E-Business Solutions, Contact & Call Centers)

With its global orientation TDG has become a strategic partner for multinational companies that have stringent requirements for total quality and cost-effective services in both traditional and new economy industries. From one corporate partner/principal in 1976, TDG now has more than 20 foreign corporate partners/principals, which include international industry leaders with known global brands. From the original 15 personnel in 1976, TDG now employs about 2,000 land-based employees and deploys more than 8,000 seafarers worldwide.