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CXBPO
Bring us the date and the volume you're worried about: storm season, a renewal deadline, open enrollment. In 45 minutes we'll walk your plan with you, and a few days later you'll have the gaps in writing.
TSI's CX Surge Readiness Review is a 30 to 45 minute working session with the CXBPO team on one dated surge you expect, such as storm season, a Medicaid renewal date or open enrollment. Within 5 business days you get a written readout: a week-by-week ramp outline with decision points, the gaps we found in escalation, scripts and training, and questions to put to your current vendor.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
Surges don't wait for hiring. By the time the storm is on the radar or the renewal notices are in the mail, the agents you need should already be trained on your scripts.
A plan can look fine on paper until the overflow calls start. The Review stress-tests yours while there's still time to change it, with people who plan ramps for regulated programs.
Built backward from your date and expected volume, with the decisions you'd need to make at 90, 60 and 30 days.
Where your plan is solid, partly covered or not yet covered: overflow capacity, safety and urgent-call escalation, vulnerable customers, hardship and assistance scripts, and the records a regulator might ask for.
What a new or borrowed agent must know before taking your calls, and which calls should only ever reach an experienced person.
If another vendor runs your queues today, the questions their answers should cover before the date.
The date and the volume you're planning for, and 30 to 45 minutes with whoever owns the plan (usually your contact center or workforce lead). Your call history by interval and your current staffing plan help if you have them, and the Review still works without them.
One 30 to 45 minute session, by video. The written readout arrives within 5 business days.
A CXBPO workforce management lead and an operations lead run the session. A training lead adds the overflow training outline to the readout.
We only need aggregate figures, such as call volumes by interval. Please don't send customer records. Anything you share is used only for your readout, and we'll delete it on request. We can sign an NDA first if you'd like.
No. You can book it to check your own plan or your current vendor's, and you keep the readout either way.
It's a working session on your plan. If you ask how TSI would staff it, we'll tell you, and the readout stands on its own.
Book anyway. A short runway changes the advice, and it's better to know which gaps can still close.
Utilities can work through 10 questions for utility customer care before winter, a 15-minute checklist.
Book a CX Surge Readiness Review and get a week-by-week ramp outline and a written gap list for your next dated surge, within 5 business days of the session.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
Tell us the surge you're planning for and its date. A CXBPO specialist follows up by email.
Got a letter or call from TSI about your own account? Use the Consumer Support Hub.
