TDCX

BACKGROUND

Please describe your company and your position there.

I'm a service outsourcing leader for a multinational technology company.

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TDCX?

Customer Service

SOLUTION

How did you select this firm and what were the deciding factors?

Culture-fit and employee investment focus.

Describe the project in detail and walk through their service package.

TDCX provided us with a diverse offering of services for customer service solutions across various locations within the Asia-Pacific region.

How many resources from the vendor's team worked with you, and what were their positions?

200+

RESULTS & FEEDBACK

Can you share any outcomes from the engagement that demonstrate progress or success?

TDCX was very successful in adapting to our unique needs and call for continuous improvement and champion challenger excellence. They've been very agile in addressing operational needs at every turn.

How effective was the workflow between your team and theirs?

TDCX is customer focused, in a such a way that all our requests were immediately attended to and addressed.

What did you find most impressive or unique about this company?

It's their ability to ensure to be in lock-step with the business they're supporting. They take time in understanding the uniqueness of the client company's culture and does its best to imbibe and live by its values and working style.

Are there any areas for improvement or something they could have done differently?

Pressures and commitments made at the beginning of the engagement made it seem like TDCX had quite underestimated the challenge of our champion challenger model. Naturally, there were pitfalls and misses at the start of massive ramp ups and questions on leadership strength, but TDCX, nevertheless, overcame this by making quick adjustments and restructuring decisions.

BACKGROUND

Please describe your company and your position there.

I lead the workforce management operations in APAC

OPPORTUNITY / CHALLENGE

For what projects/services did your company hire TDCX, and what were your goals??

Omni channel contact center solution to sustainably support our English business globally.

SOLUTION

How did you select this vendor and what were the deciding factors?

We were looking for partners that share the same values / vision in customer experience. TDCX has history of supporting similar programs and offered the best value in terms of cost and quality.

Describe the project in detail and walk through their service package, including any calling tools used.

The provided flexible shifts, high capable experienced team of WFM professionals that had background in high volume programs like ours. Highly experienced in NICE and Genesys platforms.

Who did you work with and what was the feedback process like?

WFM leaders and Operations leaders. Good project management with dedicated PMO / client service resource provided from their side.

RESULTS & FEEDBACK

Can you share any measurable outcomes of the project or general feedback about the service?

We have expanded our footprint with TDCX with 5X business growth in the last 5 years.

Describe their project management style, including communication tools and timeliness.

Daily updates provide over email and slack with a weekly checkin driven by project leader from their side..

What did you find most impressive or unique about this company?

Their capacity to ramp up has been impressive. Kudos to their cap planning, recruiting and training departments!

Are there any areas for improvement or something they could have done differently?

Absenteeism could improve.