• 3,000 firms
  • Independent
  • Trusted
Save up to 70% on staff

Home » Podcast » Tom Grealy – Insight into a Massive Scale Outsourcing Experience

Tom Grealy – Insight into a Massive Scale Outsourcing Experience

Ep 181 - Tom Grealy
Ep 181 – Tom Grealy

In this episode, Derek is joined by Tom Grealy for the 3rd and final episode.  Tom is an outsourcing consultant and an outsourcing expert.  Join us as Derek deep dive and talks about Tom’s massive scale of outsourcing knowledge and experience.


  • Tom worked for Telstra and built a team here in a country office of about 15,000 staff over five years.
  • They specialize in helping firms, clients, with their customer service and back of house operation, shared services operations.
  • According to Tom, when you offshore and outsource, it exposes the fault lines in your businesses,  processes, and things that are customer-oriented.
  • Tom shares that to be able to satisfy the client,  the real job is to have the process teams to find out and fix the processes.
  • Tom also shares that you have to put the effort in up front around the recruitment and the training.
  • The worse feeling you have as a leader is when you feel like you have to push your team to drive change according to Tom.

Key Points:

  • The volume of calls, 80% of interactions were being dealt with customer interactions in the Philippines. Over 50% of the complaints relating to offshoring were actually related to folks who are based in Australia.
  • Just because you hit a number as a team doesn’t mean you have a great customer service culture.
  • It doesn’t matter whether you’re a big company or a small one. You need to find a way that every employee feels close and connected to the customer as stated by Tom.
  • The big corporates have a global footprint and gonna be multiple geographies. 



[email protected]

Get 3 free quotes 2,300+ BPO SUPPLIERS

[email protected]

Expand transcript

Listen to more podcast episodes here:

  1. Warren Walborn – Inception of Pentwater Group
  2. Birgit Hansl [2 of 2] – Growing Demand in the Outsourcing Sector
  3. Dean Pascoe – Inception of Boomering Inc. a Boutique Outsourcing Company

Get Inside Outsourcing

An insider's view on why remote and offshore staffing is radically changing the future of work.

Order now

Start your
journey today

  • Independent
  • Secure
  • Transparent

About OA

Outsource Accelerator is the trusted source of independent information, advisory and expert implementation of Business Process Outsourcing (BPO).

The #1 outsourcing authority

Outsource Accelerator offers the world’s leading aggregator marketplace for outsourcing. It specifically provides the conduit between world-leading outsourcing suppliers and the businesses – clients – across the globe.

The Outsource Accelerator website has over 5,000 articles, 450+ podcast episodes, and a comprehensive directory with 3,900+ BPO companies… all designed to make it easier for clients to learn about – and engage with – outsourcing.

About Derek Gallimore

Derek Gallimore has been in business for 20 years, outsourcing for over eight years, and has been living in Manila (the heart of global outsourcing) since 2014. Derek is the founder and CEO of Outsource Accelerator, and is regarded as a leading expert on all things outsourcing.

“Excellent service for outsourcing advice and expertise for my business.”

Learn more
Banner Image
Get 3 Free Quotes Verified Outsourcing Suppliers
3,000 firms.Just 2 minutes to complete.
Learn more

Connect with over 3,000 outsourcing services providers.

Banner Image

Transform your business with skilled offshore talent.

  • 3,000 firms
  • Simple
  • Transparent
Banner Image