As of November 2026, CXBPO is TSI's business process outsourcing (BPO) line: inbound and outbound contact center work and back-office processing for utilities, healthcare providers, public programs, lenders and property managers. Agents work calls, chat, text, email and self-service queues, pass stage-gate exams before their first live contact, and a compliance team outside operations scores the work.
- Calls2,960
- IVR self-service4,120
- Text512
- Chat340
- Email288
- Service level81%
- Standby agents logged in46
- Outage statusAutomated, approved by you
- Downed wireEmergency line
- Medical equipment customerTrained agent
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
The contacts you can't afford to get wrong
A billing question is easy. The hard contacts are a downed wire at 2 a.m., a customer on medical equipment during an outage, a hardship request two days before a disconnection notice, a renewal packet nobody understands.
Those contacts carry your name, and your commission, your auditors or your state program office can ask how each one went.
Two things make them harder every year. Volume arrives on dates you don't control: storms, bill cycles, enrollment windows, and Medicaid work requirements that 43 states and DC must start by Jan 1, 2027 (CMS, June 2026). And new agents need time. SQM Group (2023) found it takes six months or more for a new agent to perform like an average one, so hiring in the week of the surge is already too late.
BPO services, by program
Each page below covers one program in detail.
- Regulated utility customer careBilling, start and stop service, move-in and move-out, past-due arrangements, outage reporting and storm overflow for electric, gas and water utilities
- Public-sector customer careResident and enrollee questions around renewals, deadlines and policy changes, with controls and records an auditor can follow
- Property management customer careResident service and past-due rent follow-up handled by one team under one set of compliance controls
- Patient contact centerScheduling, overflow, balance questions and payment plans for hospitals and medical groups, by text, email, chat and phone
- Back-office processingAccount changes, service orders, verification, and email, chat and letter queues, scored on the same ratios as calls
- Surge staffingContact center capacity for outages, storms, rate cases and enrollment windows, planned backward from the date
- Call center outsourcingWhat an outsourced contact center does, how it's priced and what to ask before you sign
- Financial services and insurance BPOCustomer care and back-office work for banks, lenders, credit unions and insurers, under financial-grade controls
- Call quality monitoringHow Ripple scores every call for quality and compliance, and what that means for your program
- Onshore, nearshore and offshore contact centersWhere TSI's agents work and how to choose a mix for your program
If you want customer care and collections from one partner, Accounts Receivable Management (ARM) covers the collections side.
Contact center outsourcing, by channel
Most programs mix three kinds of work. You can hand TSI one of them or all three.
Inbound calls are the core: billing and balance questions, start and stop service, payment arrangements, scheduling, enrollment questions and outage reports, answered in your name on your scripts.
Outbound call center services cover reminders, renewals, surveys and past-due follow-up. Consent and calling-time rules are checked before a number is dialed, and every opt-out is recorded on the account.
Chat, text, email and social media queues get the same training and the same scorecard as calls, because a written reply can be quoted back to you. Every TSI call center keeps Spanish-speaking staff.
How a program runs
Forecast from your calendar
Workload is forecast by queue and channel from your history and the dates you already know, and each week's forecast is checked against the calls that came in.
Put the routine work in self-service
Routine questions like "when's my power back" or "what's my balance" can go to web, text or IVR self-service you approve. Downed wires, medical-equipment customers and hardship conversations go to a trained person.
Train agents before your customers hear them
Classroom training covers your products, scripts and the laws that apply. Agents pass stage-gate exams (contact simulation, privacy and security, the TCPA and a final assessment), then take their first live contacts in a supervised nesting area with a mentor.
Score the work outside operations
TSI's quality monitoring team reports to the chief compliance officer, apart from operations. Supervisors review recorded contacts with each agent every week. Ripple, TSI's real-time compliance and quality monitoring tool, scores every call and can flag an issue to a supervisor while the call is still live.
Report the numbers
Service level by channel, quality scores, staffing against forecast and the issues behind complaints, on the schedule your contract sets.
Dated peaks and storms get their own plan. Surge staffing covers the ramp schedule and the standby model.
Where agents sit, and who they are
You choose the delivery model program by program: onshore, nearshore, offshore, work at home or a blend. It's written into your contract.
Every hire clears a US background investigation before starting: a 7-year county criminal search on their address history, a national criminal database check, employment verification and SSN validation. TSI's training program ranked No. 2 in Training magazine's 2024 Training APEX Awards.
How to choose a BPO company
Most BPO companies look the same on a proposal: seats, channels and a service-level promise. Six questions show you how a provider runs day to day.
- Who scores the work? Ask whether quality monitoring reports to operations or sits apart from it. At TSI it reports to the chief compliance officer.
- How long until a new agent is ready? Ask for the training plan, the exams and how many supervised contacts come before an agent works alone.
- What happens on your worst day? Get the surge plan in writing: standby agents, how fast they log in and who gives the go signal.
- Where do agents sit, and who are they? The delivery model belongs in the contract, along with the background check every hire clears.
- Which security reports can you read? Ask for a current SOC 2 Type II attestation report and how payment card and health data are handled.
- Will they run a measured pilot? Give one queue or one channel to the provider for a set period and compare service level, quality and complaints with your own baseline.
Industries we serve
- Utilities
- State and local government
- Property management
- Hospitals and health systems
- Telecom, cable and broadband
- Banks and lenders
General information, current as of November 2026. It isn't legal advice. Rules change and differ by state, so check the sources linked here and talk to your own counsel before you act on it.
The company behind the work
Questions buyers ask
What are BPO services?
Business process outsourcing (BPO) services are work a company hands to an outside provider, usually customer calls, chat and email, plus the back-office processing behind them. Some BPO companies also run finance, HR or IT work. CXBPO runs the customer-facing work and the back-office queues behind it for regulated industries.
What's the difference between a call center and a contact center?
A call center handles phone calls. A contact center handles calls plus chat, text, email and self-service, with one record of the customer across all of them. CXBPO programs run as contact centers, and you pick the channels.
Do you run outbound call center programs?
Yes. Outbound programs cover reminders, renewals, surveys and past-due follow-up, with consent and calling-time rules checked before a number is dialed. Past-due work for creditors runs through Accounts Receivable Management (ARM).
How is contact center outsourcing priced?
Common models are a rate per agent hour, per handled minute or per transaction, sometimes with service-level credits. TSI quotes each program after looking at volume, channels, hours and delivery model, and there's no public rate card.
What is CXBPO?
CXBPO is TSI's customer experience and business process outsourcing line, running customer care and back-office work for organizations whose contacts a regulator, commission or program office can review.
Which BPO companies have proven track records in banking collections and debt recovery?
Look for providers that run bank card and consumer lending programs today and will show you how they're checked. TSI's CXBPO and ARM teams run bank card collections, auto deficiency collections and first-party auto customer care for financial institutions. TSI doesn't publish client results, so ask any provider, TSI included, for references, complaint rates, QA independence from operations and a measured pilot on your own accounts.
How do you plan contact center staffing for a storm or enrollment deadline?
Backward from the date. Tell us the date and the expected volume, and we build a week-by-week ramp with decision points at 90, 60 and 30 days. Surge staffing walks through it, and Every storm hits a utility twice explains the second wave of bill calls.
Where would our agents be located?
Where you decide. You pick onshore, nearshore, offshore, work at home or a blend for each program, and it goes into the contract.
Can a new customer care vendor take over from our current outsourcer?
Yes. The handover is planned around your calendar so it stays clear of storm season or open enrollment, with a named transition lead, a controlled go-live with supervised contacts and a stabilization period.
What does Ripple do?
Ripple is TSI's real-time compliance and quality monitoring tool for the contact center. It scores every call and flags issues so a supervisor can step in, alongside the recorded-contact reviews the compliance team scores.
See where your next surge could break
Tell us the date your volume jumps. The CX Surge Readiness Review is one working session with CXBPO's planners and a written readout you can use with any vendor.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
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