Our Process
With rising labor costs, increased employee turn-over and technology changing rapidly, does it make to build your own contact center operation? TSD Global is an award winning sales and customer services outsourcing company that has specialized vertical support across different industries.
Our Hiring
We develop agent profiles based on client needs-- whether it be a sales campaign and care campaign, voice, chat, agents have different skill-sets and need to be allocated intelligently.
Our Training
All team members must be certified by program with curriculum jointly developed by our trainers and clients. We utilize modular video training and focus on emulating best practice examples. Agents nest in pools for 1-2 weeks before going live.
Our Quality and Performance
We live and sleep by KPIs. Quality is scrutinized through live random monitoring, remote monitoring, real time results monitoring and client calibration sessions. Performance is maintained and tracked by real time dashboards.
Our Security
TSD Global is fully committed to maintaining industry standard security certifications by investing in our people, processes, and technology. We accomplish this by exceeding the standards set by governing authorities like the PSI. Security Standards Council (PCI SSC), TSD Global has achieved PCI DSS level 1 certification from a qualified security assessor (QSA) and has achieved the soc 2 type 1 audit certification for our call center sites. Both of these certifications require stringent annual audits by a certified third party, and include onsite visits, along with internal and external penetration tests.
Our Pricing Model
We offer flexible pricing to our clients. Typically we bill at a base rate + variable depending on KPIs. We have per hour, flat fee per order, percentage of transaction and per minute models.
