As of November 2026, CXBPO, TSI's customer experience and business process outsourcing line, runs inbound customer care for utilities, lenders, insurers, healthcare providers and public programs. Agents answer calls, chats, texts and email in your name, pass exams on your rules before going live, and are scored on every call. You choose onshore, nearshore, offshore or work-at-home seats for each program.
Results vary by program, volume and channel mix.
- Calls3,184
- Chat412
- Text268
- Email197
- Service level82%
- Abandoned2.9%
- Caller verifiedYes
- Required disclosureDelivered
- Quality score94
- U.S. work at home120
- Guatemala City64
- Metro Manila48
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
What goes wrong when customer care is outsourced badly
Most outsourcing deals look fine in the proposal. The trouble shows up in month 3: a new class of agents who still don't know your billing system, a hold-time spike every Monday, and a complaint your regulator asks about before you've heard of it.
Turnover makes it worse. SQM Group (2023) found it takes six months or more for a new contact center agent to perform like an average one. A vendor that churns its floor is always partway through training your people.
And in a regulated business, a bad call costs more than a lost customer. A missed disclosure, a hardship request handled wrong or a recording nobody can find turns into a finding.
What CXBPO handles
Inbound customer care
Billing questions, account changes, start and stop service, payment arrangements and general inquiries, answered in your name on your scripts.
Chat, text and email queues
Written contacts worked by the same trained agents and scored on the same scorecard as calls, so a chat gets the same answer a call would.
Self-service you approve
IVR and web flows for the routine questions ("what's my balance," "when's my payment due"), with a clean handoff to a person when the customer needs one.
Bilingual service
Spanish-speaking agents at every TSI call center location, with bilingual teams in Puerto Rico and Guatemala. Other languages go through an interpreter service that covers more than 200 languages.
Overflow and after-hours
A second team behind your own center for peaks, nights and weekends, up to 24/7 coverage, or the whole program if you'd rather not run one.
Collections-ready agents
When a customer care call turns into a past-due conversation, agents trained on the FDCPA, Regulation F and the TCPA can handle it under your rules. TSI's Accounts Receivable Management teams take accounts that go further.
How a program starts
Map the calls before pricing them
We go through your call types, volumes by interval, handle times and the systems agents will use. Pricing comes after that, so the quote matches the work.
Write your rules into the training
Your products, scripts, disclosures and escalation paths become the course. Agents pass stage-gate exams before anyone hears them.
Go live supervised
New agents take their first contacts in a nesting area with a supervisor and mentor nearby, then move to the floor once their scores hold.
Score every call
Ripple, TSI's real-time compliance and quality monitoring tool, scores every call for quality and compliance. A quality team that reports to the chief compliance officer, outside operations, reviews the results with supervisors.
Report on your schedule
Service level, abandonment, handle time, quality scores, staffing against forecast and complaint root causes, daily and intraday, in the format your contract sets.
How call center outsourcing is priced
Most providers price customer care one of four ways. Each one puts the cost of idle time and slow calls on a different side of the table.
| Model | You pay for | Works best when |
|---|---|---|
| Per productive hour or FTE | Agent time logged in and working your queues | Volume is steady and you want a fixed team that knows your business |
| Per handled minute | Minutes agents spend on your contacts | Volume swings and you only want to pay for talk and work time |
| Per contact | Each call, chat or email handled | Contacts are short and alike, such as order status or balance checks |
| Outcome-based | Results, such as payments collected | The work is collections, where the outcome is easy to measure |
CXBPO quotes after the call-type review, so the model fits your volume pattern. Ask any provider, TSI included, what happens to the price when volume runs 20% over or under forecast.
Where the seats sit
You pick the delivery model for each program, and it goes into the contract: U.S. sites, work at home in the U.S., nearshore, offshore or a blend. TSI runs 20+ global sites, 10 of them in the U.S. Programs that need agents in your state can be staffed that way. Onshore, nearshore and offshore contact centers compares the options.
Every hire clears a U.S. background investigation before starting: a 7-year county criminal search on their address history, a national criminal database check, employment verification and SSN validation.
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 is call center outsourcing?
Call center outsourcing is hiring an outside company to answer and make customer calls for your business, usually along with chat, text and email. The provider hires, trains and manages the agents, and you set the rules, scripts and service levels.
What is BPO customer service?
BPO customer service is customer care run by a business process outsourcing provider in your name. CXBPO, TSI's line for this work, also handles the back-office tasks behind the contacts, such as account changes and service orders.
What's the difference between inbound and outbound call center services?
Inbound services answer contacts your customers start: questions, billing, account changes and support. Outbound services place calls, such as reminders, renewals and collections. CXBPO runs both, with outbound calls held to the TCPA and, for past-due accounts, Regulation F.
How much does call center outsourcing cost?
It depends on the pricing model, location, languages, hours and how complex the calls are. Most providers price per productive hour, per handled minute, per contact or on outcomes. Ask for a quote built on your own call types and intervals, plus the price at 20% above and below forecast.
Can you take over from our current call center vendor?
Yes. The handover is planned around your calendar, away from your peak season, with a named transition lead, supervised go-live and a stabilization period.
Do you offer bilingual call center agents?
Yes. Every TSI call center location has Spanish-speaking staff, and the Puerto Rico and Guatemala teams are bilingual. Other languages go through an interpreter service that covers more than 200 languages.
How do you check call quality?
Ripple scores every call for quality and compliance, and a quality team outside operations reviews the scores with supervisors. Call quality monitoring and speech analytics explains how.
Bring us your call types
Send a month of call volume by interval and your top call reasons. We'll show you how CXBPO would staff, train and score them, and what it would cost under the pricing model that fits.
Got a letter or call from TSI about your own account? Go to the Consumer Support Hub or make a payment.
Let's Connect
Tell us about your accounts
Complete the form below and a TSI specialist will follow up by email.
Paying a bill or have a question about your account? Go to the Consumer Support Hub.