CUSTOMER SERVICE

TCA — Customer Service · Section 2 (The Problem)

Hiring customer service talent shouldn't be this hard.

Customer service teams turn over faster than you can hire

High turnover is the nature of customer service work. By the time you've onboarded one rep, two more have left. Quality drops, training repeats, and your customers feel the difference every time they call.

Outsourced support sounds outsourced

Heavy accents, time delays, scripted responses. Your customers can tell within thirty seconds whether they're talking to your team or a contractor. CSAT drops, brand trust erodes, and the customers you worked hard to win quietly stop coming back.

Your Spanish-speaking customers deserve more than translated tickets

Hispanic and Latin American customers represent a massive and growing market. But most teams handle Spanish through translation tools or email-only support, and the experience shows it. Customers default to English even when they're not comfortable, and you lose the relationship before it starts.

TCA solves all three. We place bilingual customer service professionals who sound like your team, serve every customer in their preferred language, and stay long-term.

Bilingual customer service that feels in-house.

TCA places bilingual Colombian customer service professionals with U.S. and Canadian companies who need real customer service capacity, not scripted outsourced support. Every rep works in your time zone, speaks fluent English and Spanish, and is trained on your products, your tone, and your CRM.

Colombia’s customer service talent pool is deep, culturally fluent, and built for North American business. Your hire handles customer calls during your business hours, responds in the language your customer prefers, and represents your brand without the offshore call-center feel that drives customers away.

TCA — Customer Service · Section 4 (Roles We Place)

Roles we place

What our customer service professionals do for your business.

Every TCA customer service professional is bilingual, vetted on industry-standard CRM tools, and trained to represent your brand with your tone. They work your hours, learn your products, and operate as a natural extension of your team.

Customer-Managed Relationship (CMR)

Own customer accounts and grow customer relationships over time. CMR professionals manage account health, drive retention, and turn customers into long-term partners.

What they handle

Manage assigned customer accounts and ongoing relationships
Monitor account health, satisfaction signals, and renewal indicators
Conduct regular check-ins, business reviews, and feedback loops
Identify upsell, cross-sell, and expansion opportunities
Coordinate with sales, support, and product teams on customer needs
Maintain CRM data, account notes, and customer history