Frequently Asked Questions

TSA provides end-to-end contact centre outsourcing and CX services, including customer care, acquisition, sales and back‑office processing. We also design, build and deploy cloud‑based engagement platforms, omnichannel solutions, knowledge solutions, learning design services and AI-enabled services to streamline support and scale performance.

TSA works across a broad spectrum of industries including telecommunications, utilities, government, financial services, retail, travel & tourism, healthcare, and more.

We have decades of experience in call centre operations and CX delivery. We manage both onshore and offshore teams, have worked with global brands, large national and government clients, and have won awards for knowledge management and operational excellence.

You can reach TSA via the contact form on our website.

TSA Group operates across Australia, New Zealand, and the Philippines, with offices in major cities and a proven SmartShoring model that combines onshore and offshore teams to deliver scalable, high-quality service for our clients.

Outsourcing enables you to deliver consistent, high‑quality customer experiences without needing to build or scale in‑house infrastructure. TSA brings trained teams, technology, and flexible support models so you can focus on your core operations.

By delegating customer interactions to trusted experts, you free up internal resources to innovate, expand product lines or focus on strategic priorities. Outsourcing also provides scalability, faster time to market and cost efficiencies.

Large organisations outsource to gain access to specialist skills, manage cost volatility, scale quickly, maintain focus on core competencies, and gain resilience in peak demand. Outsourcing also enables more flexibility in locations, time zones and workforce management.

Functions including inbound customer support, outbound sales or follow-up, technical support, back‑office processing (data entry, claims, billing), analytics, knowledge solutions management, virtual AI agents, chatbot/hybrid support can all be outsourced.

Look for a partner with experience in B2C scheduling, ability to integrate with CRM/booking systems, strong performance measures, conversions tracking, robust training and quality assurance, transparency in reporting, and aligned service philosophy.

Outsourcing means contracting out functions to external providers (could be local or remote). Offshoring is outsourcing to a provider in another country, often for cost or scale benefits. TSA also practices a “smart‑shoring” or hybrid approach.

Yes, you can outsource only select functions (e.g. overflow, after‑hours, specific channels) while retaining core or strategic customer interactions in-house.

Yes, we assist in planning the transition, migrating systems, onboarding agents, defining governance, designing reporting, and managing change to ensure continuity and alignment with your brand.

Yes, we offer both inbound and outbound services. They can be run as distinct functions or under an integrated team.

TSA builds omnichannel solutions combining voice, chat, email, messaging and other channels so customers get consistent, connected experiences regardless of where you engage.

SmartShoring is a hybrid delivery model combining onshore, offshore and automation to balance cost, quality and cultural alignment. TSA uses SmartShoring to keep high-value interactions local, while scaling routine tasks offshore.

We utilise cloud‑based CX platforms, AI and automation tools, omnichannel systems, and knowledge management systems to power efficient and personalised service.

TSA currently focuses on servicing English‑speaking markets. We don’t offer multilingual support but offer culturally attuned service for relevant markets.

There is no strict minimum. We can scale to client needs, though many clients begin with a team size that supports robust infrastructure and efficient service delivery.

Yes, we operate large-scale programs across sectors and are built to manage high volumes with quality controls and scalable systems.

Yes. TSA’s outsourcing model includes ramping up during demand spikes, offering overflow capacity, and flexibility without sacrificing customer experience or quality.

Quality is managed through training, coaching, QA frameworks, real-time monitoring, knowledge governance, and technology support. Agents receive ongoing development and are supported by structured processes and oversight.

TSA provides a comprehensive range of operational and customer‑centric metrics such as average handling time, first contact resolution, customer satisfaction, service level, adherence, and journey analytics. We tailor our reporting to each client’s goals and can provide deeper insights through advanced analytics, quality monitoring, and custom dashboards.

We provide comprehensive onboarding, role-based coaching, continuous skill development, and use knowledge management tools to keep agents informed and effective. Learn more here.

TSA adheres to relevant Australian data privacy laws, uses secure cloud platforms, encryption, access controls, audits and compliance procedures to secure customer information. We are ISO27001 Certified to ensure that our information security processes and controls are always fit for purpose in an ever-changing landscape.

We benchmark against industry standards (e.g. AHT, First Contact Resolution, CSAT, NPS) and tailor those targets to client goals and customer expectations.