With holiday sales set to surge, Australia’s biggest brands are increasingly routing customer calls nearshore, with Bali emerging as the hub keeping Christmas shopping on track.

 

TP group - leading global digital business services provider - which supports customer experience for world’s leading retail and technology brands, says its Bali hub has become a critical extension of Australia's retail operations - helping them scale fast during Christmas surges while maintaining service quality and brand experience.

 

“Bali has evolved beyond a holiday hotpot, it’s now a strategic business and customer support hub for Australian brands,” said Sarah Rugnath, Director of Solutions and Strategy at TP in Australia.

 

“With customer queries spiking in the lead-up to Christmas companies need to flex their workforce quickly, without compromising quality.

 

“The biggest thing we are seeing is that young people aren’t willing to participate in seasonal retail work at the same levels they used to - and local labour laws make it costly and complex to scale onshore,” she said.

 

“These labour shortages and rising costs are pushing brands to explore offshore,” added Rugnath.

 

“In contrast, Bali is a nearshore alternative offering a highly skilled, multilingual workforce with a strong cultural affinity for Australia and a flexible, lower-risk model. It allows brands to meet customer demand efficiently, while keeping their local teams focused on high-value, in-store experiences.”

 

TP’s Bali hub currently supports global retail clients providing customer experience management and operational support from order management and product enquiries to post-Christmas returns.

 

“For luxury, high-value brands, the surge doesn’t stop at Christmas - it extends to Boxing Day, New Year and even through Chinese New Year,” she added.

 

TP works with a range of Australian and global retailers and major tech brands, supporting seasonal and permanent operations across customer service, logistics, and sales.

 

“We’re giving brands not just a service, but a new dimension. Our teams free up a retailer’s most valuable people to focus on the most valuable things - the in-store experience, the sale, the customer connection.”

 

The message to retailers around surge hiring and sales optimisation is clear - “Commit to your customers and deliver to make sure you make the most of sales windows,” said Rugnath.

TP (TEP – ISIN: FR0000051807 – Reuters: TEPRF.PA - Bloomberg: TEP FP), is a global leader in digital business services which consistently seeks to blend the best of advanced technology with human empathy to deliver enhanced customer care that is simpler, faster, and safer for the world’s biggest brands and their customers. The Group’s comprehensive, AI-powered service portfolio ranges from front office customer care to back-office functions, including operations consulting and high-value digital transformation services. It also offers a range of specialized services such as collections, interpreting and localization, visa and consular services, and recruitment process outsourcing services. The teams of multilingual, inspired, and passionate experts and advisors, spread in close to 100 countries, as well as the Group’s local presence allows it to be a force of good in supporting communities, clients, and the environment. In 2024, TP reported consolidated revenue of €10,280 million (US$11 billion) and net profit of €523 million.

 

TP shares are traded on the Euronext Paris market, Compartment A, and are eligible for the deferred settlement service. They are included in the following indices: CAC 40, STOXX 600, S&P Europe 350, MSCI Global Standard and Euronext Tech Leaders. In the area of corporate social responsibility, TP shares are included in the CAC 40 ESG since September 2022, the Euronext Vigeo Euro 120 index since 2015, the MSCI Europe ESG Leaders index since 2019, the FTSE4Good index since 2018 and the S&P Global 1200 ESG index since 2017.

For more information: www.tp.com.