TSA positioned as a leader in ISG’s Provider Lens™

The COVID-19 pandemic has created a significant change in the way Australian contact centres are being managed. Contact centres’ strategies are guided by heavy reliance on digital operations to improve customer experiences and enhance human connection. Working remotely is becoming more accessible. Moreover, contact centres are across more channels than ever before.

ISG Provider Lens™ has recognised TSA Group as a leader across three quadrants in their “Contact Center – Customer Experience Services Australia 2021” study. The report evaluated 26 providers within Australia’s Contact Centre Outsourcing (CCO) and Customer Experience (CX) industry.

TSA has been positioned as a leader in all three quadrants, across digital operations, work from home capability and social media CX services.

Report Highlights

• TSA’s CX business model is focused on partnering with companies to design, deliver and optimise their overall CX. The model encompasses automation by removing manual tasks through the use of AI and eliminating human effort wherever required. It also aligns with businesses and brands that have complex contact centre channels and a local Australian delivery capability. This requires TSA to have leading capability in scaled contact delivery across people, process and technology.
• TSA’s AWS APN Consulting Partnership and AWS Amazon Connect Service Delivery Partnership enable it to deliver powerful AI-driven solutions to its clients. Its Innovation Lab teams are experts in designing and developing solutions, and these capabilities are inbuilt in its AWS cloud contact centre platform.
• TSA continues to invest in high-quality contact centre facilities in Australia to provide clients with access to capacity in a premium onshore location. This includes investing significantly in staff skills training. It will continue to spend on the development of its employees as well as a recruitment strategy to add the best available talent to the business. It also significantly invests in its knowledge management and training functions to support its CCO portfolio delivery.