Frequently asked questions
- All
- Business Process Outsourcing (BPO)
- Conversational AI
- ISO
- Live Answering
- Telco & Voice Solutions
- White Label Solutions
ISO 9001 is a quality management standard that ensures consistent service delivery, documented processes, and continuous improvement, giving you confidence in reliable outcomes.
We follow structured processes, performance monitoring, and regular reviews to ensure consistent, high-quality service across AI, live answering, and BPO operations.
ISO 27001 is an information security standard focused on protecting sensitive data through strict controls, risk management, and security practices.
We implement robust security measures aligned to ISO 27001, including controlled access, secure systems, data encryption, and ongoing risk management protocols.
Yes, data security and confidentiality are critical to our operations. All information is handled in accordance with strict security and privacy frameworks.
ISO 42001 is a standard focused on AI governance and responsible use of artificial intelligence, ensuring systems are ethical, transparent, and well-managed.
Our AI solutions are designed with governance, accountability, and responsible AI principles in mind, ensuring reliable, transparent, and controlled AI interactions.
Yes, we follow structured governance frameworks to ensure AI interactions are monitored, controlled, and aligned with your business rules.
We continuously review and refine AI scripts, monitor performance, and implement controls to ensure responses remain accurate and aligned to your business needs.
Yes, we comply with applicable privacy regulations and align with best-practice standards for data handling, storage, and access.
Yes, we perform ongoing reviews of processes, performance, and security measures to ensure continuous improvement and compliance.
Yes, our ISO-aligned framework allows us to support clients in regulated industries such as finance, healthcare, and professional services. We have in-house support teams available to discuss any regulatory requirements.
Yes, ISO standards ensure consistent processes, risk management, and continual improvement, resulting in more reliable and predictable service delivery.
Working with an ISO-aligned provider reduces operational risk, improves service quality, strengthens data security, and supports compliance obligations.
Pricing typically includes a one-off setup fee, a monthly service fee, and usage-based charges depending on minutes, calls, or activity.
For simple messaging services, generally on the same business day. More complex services may require more.
Yes, we offer access to our secure client web portal, subject to privacy compliance.
A live answering service provides professionally trained agents who answer your calls, represent your brand, and manage customer interactions in real time.
Yes, our agents are trained to follow your scripts, tone, and processes so they operate as a seamless extension of your business.
We offer flexible coverage including business hours, after-hours, overflow support, or 24/7 solutions.
Yes, calls can be warm-transferred or scheduled based on your team’s availability and escalation rules.
Yes — scripts can be refined and optimised as your business evolves or as new requirements arise.
We use software to facilitate our service delivery. We term the script our software that assists our agents to greet callers in your business name, then capture details, offer information to callers.
You will have a dedicated account manager who is your main point of contact for any service-related queries or support.
Yes, we offer 7 day free trials for our basic live answering service.
All calls are answered locally by default, in either Australia or New Zealand.
We route our calls locally to our centres based in Australia and New Zealand.
Yes, if you prefer a lower cost base, we have centres in Fiji and Philippines. This is only done by pre-arrangement with our clients.
We offer flexible terms. In many cases, minimum terms can be adjusted or waived depending on the solution.
The setup fee includes script or service design, system configuration, and initial onboarding to ensure our delivery is tailored to your business.
We support lead generation, appointment setting, customer follow-ups, market research, and campaign-based outreach.
Yes, we offer both onshore (e.g. Australia and New Zealand) and offshore (e.g. Fiji) delivery options depending on your needs and budget.
We can assist with sourcing targeted data lists through reputable providers, based on your campaign criteria and audience.
Outbound calling involves our team contacting prospects or customers on your behalf — ideal for lead generation, follow-ups, surveys, or campaigns.
Yes — we can assist with list procurement through reputable providers, with targeting options such as demographics, location, and more.
Yes — all campaigns comply with relevant privacy regulations, including Do Not Call registers and data handling requirements.
Yes — you can choose between New Zealand-based or offshore (e.g. Fiji) teams depending on your needs and budget.
Live chat and social media management involves handling customer enquiries and interactions across your website chat and social platforms, ensuring fast, consistent, and professional responses.
Our team manages your website chat and social media channels on your behalf, responding to enquiries, assisting customers, and capturing information based on your scripts and guidelines.
It provides faster response times 24×7, improves customer experience, captures more leads, and ensures consistent communication across all channels.
Yes, we provide scheduled reporting and insights so you can track performance, outcomes, and ROI.
We can integrate with a range of systems and workflows where required, this can be scoped during setup.
Pricing typically includes a one-off setup fee, a monthly service fee, and usage-based charges depending on minutes, calls, or activity.
The setup fee includes service scoping, system configuration, and initial onboarding to ensure our delivery is tailored to your business.
No, due to the setup and onboarding involved, free trials are not offered.
Costs typically include a one-off talent sourcing fee (often waived if sourced internally), a monthly service management fee, and the salary of your dedicated team member.
Costs can start from under $10 per hour, depending on the role, experience level, and responsibilities required.
We take the time to understand your role requirements, skills needed, and company culture, then source and screen candidates to find the best fit for your business.
You will have a dedicated account manager who is your main point of contact for any service-related queries or support.
BPO (Business Process Outsourcing) is the outsourcing of tasks like customer service or admin. It helps your business save time, reduce costs, and focus on core activities.
We can support a wide range of tasks, including customer service, call answering, administration, and back-office processing.
Yes, our solutions are flexible and scalable, allowing you to increase or reduce support as your business needs change.
Task-based BPO delivers specific tasks as needed, while dedicated resource BPO provides a full-time team member/s who works as part of your business.
If your dedicated resource resigns, we manage the transition and will source and onboard a replacement, typically at no additional cost, to minimise disruption.
We deliver BPO services from our offices in Australia, New Zealand, the Philippines, and Fiji, selecting the most suitable location based on your requirements.
Contract terms are flexible and depend on the service — we can agree on an arrangement that suits your needs.
Pricing typically includes a one-off setup fee, a monthly service fee, and usage-based charges depending on minutes, calls, or activity.
Human augmentation is the use of technology (like AI) to support and enhance human work, making tasks faster, easier, and more efficient rather than replacing people.
Yes, you can choose from a range of voice options to match your brand’s tone and style.
A chatbot is a software tool that automatically responds to customer messages or questions through chat or messaging platforms. Generally embedded within your business website.
Yes, both voice AI and chatbots can be integrated with our Live Answering Service to create a seamless experience, where AI handles routine enquiries and escalates to a live agent when needed.
TMC’s AI Answering Service is a smart virtual assistant that answers calls, handles enquiries, captures information, and supports your customers—24/7 without needing a live operator.
The AI uses advanced technology to understand what callers are saying, respond naturally, capture key details, and either resolve the enquiry or transfer it to a live agent if needed.
Yes, every AI solution is built with a custom script tailored to your business, services, tone, and workflows.
Our solutions suit a wide range of industries including professional services, healthcare, automotive, trades, franchises, and more.
Absolutely. Calls can be transferred to your team, a live agent, or any nominated number based on your preferred rules and availability.
The AI can either take a detailed message, escalate the call to a human agent, or flag the enquiry for follow-up.
Yes, you will receive email notifications with a transcript summary of each interaction.
Yes, it can capture multiple data points such as name, phone number, enquiry type, and any other fields you require.
We offer flexible terms. In many cases, minimum terms can be adjusted or waived depending on the solution.
You will have a dedicated account manager who is your main point of contact for any service-related queries or support.
Yes, we offer 7-day free trials for our basic voice AI answering services.
Yes. Smart filtering keeps your lines clear for real customers.
Less than 30 minutes for standard services. You can go live the same day.
Yes, via API integration with your booking software, or by sending appointment details directly.
Yes. All calls are recorded and available in your secure Client Portal, with full reporting.
Yes, our BOT will perform whatever you need in almost any language.
Yes, TMC partners with and operates across licensed telecommunications networks to deliver our services, ensuring reliable and compliant connectivity for our clients.
Yes, in most cases, existing phone numbers can be ported to TMC. We can guide you through the process to ensure a smooth transition.
Yes, your number remains yours, and can be ported to another provider if you decide to move.
No, we can provide answering services using your existing phone number without needing to host it, although we can assist with hosting if preferred.
A hosted PBX is a cloud-based phone system that manages your business calls, allowing you to make, receive, and route calls without the need for on-site phone hardware.
A business phone number service provides your company with dedicated phone numbers to manage incoming and outgoing calls, with features like call routing, voicemail, and reporting.
A hosted IVR service is a cloud-based phone system that guides callers through menu options (e.g. “Press 1 for sales”) and routes calls automatically based on their selections.
A business broadband service is a dedicated internet connection designed for businesses, offering reliable, high-speed connectivity to support operations such as calls, emails, cloud systems, and online services.
We offer flexible terms. In many cases, minimum terms can be adjusted or waived depending on the solution.
You will have a dedicated account manager who is your main point of contact for any service-related queries or support.
No, free trials are not typically offered, however we can discuss flexible options depending on your requirements.
You’ll have access to a client portal with real-time reporting, including activity dashboards and usage insights.
A Critical Information Summary (CIS) is a short document that outlines the key details of a service, including pricing, inclusions, and important terms, so you can easily understand what you’re signing up for.
SIP trunks are a way of making and receiving phone calls over the internet instead of traditional phone lines, allowing your business to connect its phone system to the cloud.
VoIP (Voice over Internet Protocol) is a technology that allows you to make and receive phone calls over the internet instead of traditional phone lines.
Softphones are software-based phone systems that allow you to make and receive calls from a computer, mobile, or tablet instead of a physical desk phone.
Yes, you can connect your mobile to your phone system, allowing you to make and receive business calls from your mobile while using your main business number.
Costs vary depending on the country and number type, but typically include a monthly fee plus usage charges.
Premium, easy-to-remember phone numbers (such as 13, 1300, 1800, or 0800 numbers) used by businesses to make it easier for customers to contact them.
A white label solution allows you to offer services under your own brand, while TMC delivers the service behind the scenes.
Costs typically include a setup fee and ongoing service or wholesale charges, depending on the scope and services you choose to resell.
We offer live answering, bpo as well as telco services such as inbound number hosting.
Yes, your customer remains your customer. We invoice you at agreed wholesale rates, and you invoice your clients under your own brand and pricing structure.
Yes, we offer API integration options to help automate provisioning, billing, and service management within your own systems.
We offer flexible terms. In many cases, minimum terms can be adjusted or waived depending on the solution.
You will have a dedicated account manager who is your main point of contact for any service-related queries or support.
No, free trials are not offered for white label services due to the setup and configuration involved.
We start with a briefing to understand the role, the skills required and how your business works. We then shortlist screened, skills-tested candidates from our talent pool, or recruit for the role if needed. You interview and select. Once your person is placed, we handle the employment side, including HR, payroll and leave, and provide ongoing support and performance visibility.
A fixed monthly fee per role, tailored to the skills, experience and hours required. Offshore roles typically cost well under the equivalent local hire, and many clients reduce staffing overheads substantially. We quote once we understand the role.
It depends on the role. For common roles we can present screened candidates within days. Specialist roles with skills testing or multiple interview rounds take longer. As a guide: a candidate shortlist within one to two weeks, our screening interviews over the fortnight after that, then your interviews and selection. Most placements are made well inside two months.
Your team member is employed by TMC and dedicated to your business full time. You direct their day-to-day work, we handle the employment admin. One monthly fee covers it.
Every placement starts with a probation period, just like a local hire, so you have time to be confident you’ve got the right person. And our replacement guarantee applies if it turns out you haven’t.
We run orientation on your behalf: office policies, processes, communication tools and expectations, plus an introduction session between you and your new team member. After orientation they’re ready for your training and day-to-day direction, with our support available throughout.
