Introduction
Client Engagement, Retention, and Growth Through Structured Telemarketing
TSBU delivers professional client communication, performance-driven outreach, and structured workforce management—ensuring consistent client relationships and measurable business results.
Mission of TSBU
The Telemarketing Servicing Business Unit strengthens client relationships and service
continuity by providing:
- Proactive client communication
- Performance-based outreach and follow-ups
- Structured attendance and workforce monitoring
- Commission governance and accountability
- Controlled onboarding and offboarding of telemarketing staf
TSBU ensures every client interaction is professional, timely, and aligned with operational goals.
Core Service Areas
1. Client Care & Engagement
TSBU manages:
- Client care systems and communication workflows
- Follow-ups, updates, and relationship maintenance
- Warm transfer handling and coordination
- Ongoing client management visibility
- Client pull-out analysis
This ensures strong client trust and retention stability.
2. Performance & Workforce Management
TSBU maintains:
- Performance management structures
- Attendance governance and monitoring
- Workforce accountability processes
- Clear operational reporting visibility
These controls support consistent service quality and productivity
3. Commission Governance
TSBU enforces:
- Commission computation standards
- Approval and validation workflows
- Transparent documentation
- Compliance with compensation policies
This guarantees fairness, accuracy, and financial accountability
4. Operational Lifecycle Control
TSBU governs:
- SOP-based leave filing and approvals
- Structured onboarding for telemarketing staf
- Formal offboarding for contractual team members
- Documentation completeness across employment stages
This protects organizational continuity and compliance.
TSBU Documentation Map
Client Care & Operations
- TSBU Client Care System
- TSBU Operations KPI
- Warm Transfer Review
- Client Management Links
Performance Management
- Performance Management Links
- TSBU BAU & Performance Management SOP
Workforce Governance
- Commissions SOP
- TSBU Attendance Guidelines
- TSBU SOP Leave Filing
- TSBU Training Offboarding Process for Contractuals
These resources define TSBU’s full operational framework.
Team Structure & Escalation
TSBU follows the standard Operations governance hierarchy to ensure:
- Consistent service delivery
- Controlled workforce performance
- Immediate escalation handling
- Executive visibility for risks
Escalation Flow
Each level ensures:
- Performance validation
- Client protection
- Compliance enforcement
- Strategic oversight
First 30 Days Focus
Days 1–10 — Foundations
New TSBU members will:
- Learn TSBU client communication standards
- Review Client Care System and KPI structure
- Understand attendance, commission, and leave SOPs
- Study onboarding/offboarding governance
Goal:
Build communication discipline and compliance awareness.
Days 11–20 — Guided Execution
Team members will:
- Conduct supervised client follow-ups
- Apply attendance and reporting workflows
- Practice commission validation steps
- Observe warm transfer coordination
Goal:
Develop confidence in structured client engagement.
Days 21–30 — Operational Readiness
Team members will:
- Handle assigned client communication independently
- Maintain accurate attendance and reporting
- Follow commission governance correctly
- Demonstrate professionalism in client interaction
Success Target:
Operate as a reliable, performance-driven TSBU professional.
TSBU Required SOPs
To ensure operational excellence and compliance, all IBFMs are required to review and acknowledge the following Standard Operating Procedures (SOPs) specific to their department.
These documents define workflows, quality standards, security protocols, and escalation procedures. Completion of all required readings is mandatory within your onboarding period and contributes to your performance and compliance record.
Note:
These are the mandatory SOPs for your department. Please review and acknowledge each document to complete your onboarding compliance requirement.
List of SOP
TSBU Enables:
Strengthening Client Relationships Every Day
- Stronger client relationships
- Higher retention and satisfaction
- Transparent workforce performance
- Controlled commission governance
This strengthens revenue stability, service trust, and operational discipline
Organizational Chart
Patrick John Macainag
Operations Manager
Wilson Sze
SCSM
Russell James Dichosa
IVAS (TSBU)
Jay-R Radaza
IVAS (TSBU)
Ella Mae Morcoso
IVAS (TSBU)
Strengthening Client Relationships Every Day
TSBU ensures every client interaction is handled with professionalism, accountability, and measurable performance—supporting long-term partnerships and sustainable growth.
qa.tsbu@insboss.net
telemarketing@insboss.net
telemarketing@insboss.net
Building connections that last
We’re Here to Help You Drive Results
Our TSBU team is dedicated to professional client engagement and performance-driven outreach.
We ensure every call strengthens our client relationships and delivers the measurable growth our entire company builds upon.