Customer Care

Customer care is at the core of everything we do. Because when we make everyone’s day better, it transforms the relationships brands have with their customers.

Loyal customers are your best asset

When it comes to your customers, every moment matters. Businesses who get customer care right grow and flourish. Our teams can help you build lasting customer relationships across every interaction. We equip our partners with the people, processes and technology to deliver personalised, omnichannel and humanised experiences.

Why Are We the Best at Customer Care? We Care. Genuinely

Why Are We the Best at Customer Care? We Care. Genuinely

We are an extension of your business; we build genuine relationships with you and your customers.

We provide customer service consulting and outsourcing solutions across the customer lifecycle. Our experienced team create meaningful customer experiences from our customer engagement centres, delivering omni-channel solutions from voice to messaging, social to email, SMS and more.

Exceptional People icon

Exceptional People

Personalised Solutions icon

Personalised Solutions

Australian Context icon

Australian Context

Reliable icon

Reliable

We don’t just offer services. We offer culture. We recruit, develop and train the right people to have impactful, intelligent and meaningful conversations with your customers.

How We Power Our People

  • Our recruitment process utilises machine learning and AI to profile high performing and culturally aligned team members.
  • Onboarding with a total learning system to promote speed to competency.
  • Ongoing development and support to continually build our team’s technical and emotional capability.

We make customer experience more personalised and more human. By giving customers more control over what help they need, when and where they need it. And by giving the brands we work for a voice that reflects who they are.

How We Deliver Bespoke Solutions

  • Our CX team spend time embedded in our partner’s business to genuinely connect with the brand and their needs.
  • We delve into unmatched experience caring for customers across Australia’s biggest brands. We know Australian customers, because we’ve been talking to them for 23 years.
  • We jointly deliver tailored, bespoke customer service through our highly configurable, omni-channel cloud-based CX platform with effective CRM integration.
  • We don’t just build and deploy – we have a program of continuous engagement and enhancement.

Our local delivery models and context enable our team members to connect with customers on a level that is far deeper and more natural than traditional outsourced contact care operations.

The Power of Local Connections

  • We understand your Australian customers, because we are your Australian customers.
  • Connect with your Australian customers from Australian service centres. No language barriers, no cultural differences, just Aussies connecting with Aussies.
  • Our intelligent routing and work from home solutions enable even deeper customer connections.
  • Our smart shoring dual geography model provides access to a low cost and highly skilled workforce who are connected with Australian culture and language through our cross cultural buddying and onboarding programs.

We understand the importance of the trust our partners place in our hands. We do everything to protect that hard won trust. We deliver on our promises, and we’re always available with flexible delivery models in times of need.

Rapid, Flexible, Scalable Solutions

  • Our customer care solutions are designed to be rapidly scaled to deliver exceptional CX through crises and beyond.
  • We offer freedom for our partners to focus on their business, knowing we have their business continuity covered.
Exceptional People icon

Exceptional People

+ -

We don’t just offer services. We offer culture. We recruit, develop and train the right people to have impactful, intelligent and meaningful conversations with your customers.

How We Power Our People

  • Our recruitment process utilises machine learning and AI to profile high performing and culturally aligned team members.
  • Onboarding with a total learning system to promote speed to competency.
  • Ongoing development and support to continually build our team’s technical and emotional capability.
Personalised Solutions icon

Personalised Solutions

+ -

We make customer experience more personalised and more human. By giving customers more control over what help they need, when and where they need it. And by giving the brands we work for a voice that reflects who they are.

How We Deliver Bespoke Solutions

  • Our CX team spend time embedded in our partner’s business to genuinely connect with the brand and their needs.
  • We delve into unmatched experience caring for customers across Australia’s biggest brands. We know Australian customers, because we’ve been talking to them for 23 years.
  • We jointly deliver tailored, bespoke customer service through our highly configurable, omni-channel cloud-based CX platform with effective CRM integration.
  • We don’t just build and deploy – we have a program of continuous engagement and enhancement.
Australian Context icon

Australian Context

+ -

Our local delivery models and context enable our team members to connect with customers on a level that is far deeper and more natural than traditional outsourced contact care operations.

The Power of Local Connections

  • We understand your Australian customers, because we are your Australian customers.
  • Connect with your Australian customers from Australian service centres. No language barriers, no cultural differences, just Aussies connecting with Aussies.
  • Our intelligent routing and work from home solutions enable even deeper customer connections.
  • Our smart shoring dual geography model provides access to a low cost and highly skilled workforce who are connected with Australian culture and language through our cross cultural buddying and onboarding programs.
Reliable icon

Reliable

+ -

We understand the importance of the trust our partners place in our hands. We do everything to protect that hard won trust. We deliver on our promises, and we’re always available with flexible delivery models in times of need.

Rapid, Flexible, Scalable Solutions

  • Our customer care solutions are designed to be rapidly scaled to deliver exceptional CX through crises and beyond.
  • We offer freedom for our partners to focus on their business, knowing we have their business continuity covered.

Make every moment matter - We deliver a wide range of customer care solutions, delivering a high level of accessibility and customer care at every step of the customer journey

Customer Care At Every Step

We’ll help you make the customer journey simpler, more enjoyable and more efficient.

  • Customer service and enquiries
  • Service to sales
  • Complaint resolution
  • Customer surveys
  • Emergency response communications
  • Delivered onshore, offshore or via Work From Home
  • Across all channels, including SMS, voice, chat, social and email

 

TSA CX Consulting - Customer Care
Press

TSA Group Featured in the Australian Financial Review

  Tech that enhances human connection Originally published in the Australian Financial Review 15 October 2021     One unexpected side-effect of the…
Award

TSA Group has been named on the 2021 AFR BOSS Most Innovative Companies List

Today, TSA Group was honoured to be recognised as one of Australia and New Zealand’s Most Innovative Companies for the second year in…
Award

TSA Group named finalists in the 2021 SEEK STAR Awards for Talent Acquisition Team of the Year

Congratulations to our extremely hardworking Talent Acquisition Team, who have been named finalists in the SEEK STAR Awards for TA Team of the Year (1,000+…
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To look after customers, you first need to look after your own people.

If your staff regularly go above and beyond for your business and your customers, it’s probably because you do the same for them.…
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What’s the purpose of going carbon neutral?

Taking TSA Group down the road of carbon neutrality was not a decision the leadership team arrived at lightly. While choosing to go…
Award

TSA Group named Finalists in the 2021 Internal Talent Awards

Congratulations to the TSA Talent Team who have named finalists in the 2021 Internal Talent Awards for Best Tech Stack 🎉 We'd also like…
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Blaine Slater named as a finalist for the 2021 CEO Magazine Sales Executive of the Year

Congratulations to Blaine Slater, who has been named a finalist in The CEO Magazine Global Executive of the Year Awards for the second year in a…
Article

TSA Featured in Fintech Business

Can debt collection transform its image? We think so, here’s how The traditional debt collection model needs a makeover. The big opportunity facing…
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Supporting clients during peak periods

There are 4 options for dealing with peaks in customer contact volumes. Here we look at the pros and cons of each of…
Announcement

TSA Group Joins The Circle Back Initiative

Putting Candidate Experience First TSA Group has joined The Circle Back Initiative, a collection of employers and recruitment agencies who commit to responding…