Experience. Exceptional. Excellence.
With a focus on contact centers and business process outsourcing (BPO), Grealy Consulting provides a transformative approach to performance improvement across different contact center structures including offshoring and outsourcing call centers, shared services, and back office operations
The Grealy Difference
Tom Grealy brings his expansive industry experience to support clients across a wide range of contact centre structures and industry verticals.
Tom Grealy, Principal – Grealy Consulting
Tom is a seasoned international operations executive, recognized for his deep experience in building and managing multi-geographic operations.
Senior executive : Contact Centre Operations
Tom worked as a senior executive with Telstra – Australia’s leading telecommunications company – from 1998 to 2014.
After several marketing roles, Tom was promoted to the senior executive of Telstra’s consumer and small business customer service & sales organisation in 2003.
Tom was the first executive to offshore contact centre work to the Philippines and established Telstra’s Philippines country office in 2009.
Over the next 5 years, he was instrumental in delivering performance-eclipsing service levels in Australia, during a period where the operation grew to 14k FTE.
Tom was the architect of transforming service from Telstra’s offshore contact centres and aligning the leadership and operation to meet changing customer and business needs.
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Philippines:
Tom is a long-serving Board member and past President of ANZCHAM-Philippines(Australia-NZ Chamber of Commerce) where he chaired the established the committee comprised of firms with offshored work including contact-centres, IT and shared services functions – further expanding his exposure to the Philippines’ BPO sector and operating models. He also established the very successful Women in Business Committee.
International Experience:
From 1985-98, Tom worked for the Australian Department of Foreign Affairs & Trade as a diplomat in Papua New Guinea and the USA (Washington DC and Los Angeles). Tom also served on Australia’s delegation to the United Nations New York (twice).
Connect with Tom on LinkedIn.
Smarter Offshoring
Case Study Smarter Offshoring Multiple Clients and Industry Sectors Background Our clients’ off-shore BPO partners had consistently underperformed resulting in significant customer, performance commercial and cost issues. Having decided to exit their existing BPO...
US Telecommunications Provider
Case Study US Telecommunications Provider Background Outsourced customer service operation in the Philippines was under-performing. Grealy Consulting engaged to remediate. Approach Operational ’audit’ identified a paradox - the BPO had quite good operating standards...
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