Plain speaking
We tell you what will work in your context, including the trade-offs, before you sign anything.
Thirty years shaping customer service across Australia
From Clyde North we help businesses build offshore teams and fix CS operations, grounded in senior leadership experience earned in markets nationwide.
Who we are
We are led by Susan Purcell, who founded Common Ground after more than 30 years steering customer service operations at a senior level across Australia. We have watched what separates a high-performing CS team from one that drains resources and frustrates customers, and we have spent decades correcting course.
We help Australian businesses do two things well: build capable, cost-effective offshore teams without the usual headaches, and transform the customer service departments they already run. We handle sourcing, screening, and presenting only the candidates worth your time, so you are never wading through a pile of unsuitable applications.
Whether you want to scale offshore, overhaul your CS operation, or implement new systems, we bring the experience to get it right the first time. Our home base is Clyde North in Victoria, and we partner with teams Australia-wide who want honest guidance and disciplined execution.
What guides us
Clear values keep offshore recruitment fair for candidates and useful for employers.
Evidence over hype
Shortlists are backed by interview notes and role fit, not keyword stuffing on a résumé.
Respect for people
Offshore staff deserve fair processes; your customers deserve consistent service, we design for both.