Award-Winning Digital Economy Enabler
TDCX provides transformative digital CX solutions, enabling world-leading and disruptive brands to acquire new customers, build customer loyalty, and protect their online communities.
TDCX helps clients achieve their customer experience aspirations by harnessing technology, human intelligence, and its global footprint. It serves clients in fintech, gaming, technology, home sharing and travel, digital advertising and social media, streaming, and e-commerce. TDCX’s expertise and strong footprint in Asia has made it a trusted partner for clients, particularly high-growth, new economy companies looking to tap the region’s growth potential.
TDCX’s commitment to delivering positive outcomes for our clients extends to its role as a responsible corporate citizen. Its Corporate Social Responsibility program focuses on positively transforming the lives of its people, its communities, and the environment.
TDCX employs more than 15,000 employees across 26 campuses globally, specifically Singapore, where it is headquartered, Malaysia, Thailand, Philippines, Mainland China, Hong Kong, South Korea, Japan, India, Romania, Spain, and Colombia. For more information, please visit: www.tdcx.com.

headquarters
other locations
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Level 7, Menara TH 1 Sentral, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala LumpurKuala Lumpur 50470Malaysia
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15th (Unit 6-10) and 16th Floor, Spring Tower Building, 188 Phayathai Rd, Thung Phaya Thai, Ratchathewi, Bangkok 10400Ratchathewi 10400Thailand
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21st Floor, Robinsons Cyberscape Gamma, Ruby Road, Ortigas Center, Pasig City, Philippines 1605Pasig 1605Philippines
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103, 1F, Building 13, Rong Hui Park, Airport, Shunyi District, Beijing.Beijing 101318China
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Carrer Joan Miró 21, Barcelona, 08005, SpainBarcelona, CT 08005Spain
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1-7 Kinko-cho, Kanagawa-ku, Yokohama city, Kanagawa, Japan, 24th Floor DIA Building横浜市 221-0056Japan
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10F HM Tower W Geonzon St., Cebu IT Park, Lahug, Cebu City 6000Cebu City 6000Philippines
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RM 1001, 10/F Block A, Sea View Estate, 2-8 Watson Road, North Point, Hong KongNorth PointHong Kong
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Calle 26 # 92-32 (Gold 9- Piso 4), Centro empresarial ConnectaBogotá 110911Colombia
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200 S Biscayne Blvd,Miami, FL 33131United States
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George Constantinescu 2-4 street, GlobalWorth Campus A, 6th floor, Office nr. 607, POB 020339, District 2București 020339Romania
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Unit No 1203 & 1204, South Wing, Survey No. 83/1, 12th Floor, Skyview 20Rai Durg 500081India
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17F, 427 Teheran-ro, Samseong-dong, Gangnam-gu, Seoul, South Korea 06159 서울특별시 강남구 테헤란로 427, 17층 (삼성동)Seoul 135-092South Korea
Focus
Portfolio

Innovative CX partnership that led to high-jump revenue & customer loyalty
Our challenge
A global technology leader that specialises in Internet-related services and products was looking for a strategic CX partner to launch sales and account advertising platforms and support their growing campaign in Southeast Asian markets.
We delivered
To achieve sales excellence, we hired and trained CX specialists with outstanding sales and digital advertising background. We developed a high-effective sales training framework from scratch for the team to execute the eight-steps sales process. We also organised a robust team structure that incorporated its own particular mix of dynamics and goals to provide full-scale productivity and visibility to boost sales. As a result, the team had the highest productivity globally that translated into the lowest operating expenditure (OPEX) for two consecutive years. We achieve +16% in year over year (YoY) in revenue sustainability from high potential customers across markets. 31% of accounts were migrated to higher segmentation after implementing intelligent strategies shared by the team. The team was also named the Best Global Vendor in 2015, 2017, and 2018.

Human touch + sales-driven strategies = successful technology business growth
Our challenge
A global technology giant specialising in online payment processes was looking to engage with a CX vendor to support their growing business needs in Asian markets. The client also required CX specialists fluent in English and Mandarin.
We delivered
To scale and support the sales growth, we took advantage of our strategic location in Asia to hire experienced CX multilingual talents. Our L&D experts designed induction and training programmes to train the team within six weeks. Customer touchpoints were also identified and evaluated by the CX team to create an intelligent, agile programme that would prioritise high-value selling opportunities. Within six months, the team expanded from 13 to 80 CX specialists. After one year, the team reached up to 160 CX specialists covering six different specialisations such as Global SMB support, Risk Tier 1 and Underwriting, Account Lockout, and Sales. The team also produced a new benchmark by achieving a 0% attrition rate for the first 13 months and a 100% graduation rate. More importantly, we surpassed the CSAT minimum rating of 85%.

Native customer support established in all markets within weeks
Our challenge
A multinational F&B conglomerate needed a vendor to support its growing business and offer premium native-only customer experience and consultative selling.
We delivered
We made Malaysia our base of operations thanks to our Malaysian team’s superior language capabilities. Our talent acquisition experts hired qualified natives and trained them via tailor-made onboarding and training programmes: cultural familiarisation, team integration, premium customer experience methodology. We also focused on developing a strong leadership structure for the team. We built our team from scratch and went from zero to 20 within eight weeks. Within a year, our project expanded to include 40 round-the-clock CX experts supporting Thailand, Hong Kong, Malaysia, Singapore, and China markets. We also exceeded the agreed KPIs on performance for all channels. For the first time in our client’s history, we delivered a perfect score on their Mystery Shopper evaluation.

State-of-the-art technical support for major consumer electronics provider
Our challenge
A major consumer electronics provider was looking to outsource their inbound tech support operations that cater to the technical queries and issues faced by their customers in Southeast Asia.
We delivered
Within 12 weeks, we hired and trained over 100 CX agents to be fully certified on products and processes. We rose to the challenge as always and automated processes in remote management such as visual tool support as well as training materials to enable a fast transition. After training completion, our round-the-clock team was equipped to respond to technical queries and resolve issues confidently. As a result, we were able to attain high service level targets and maintain high-performance ratings in line with the best performing centres in the world. We also achieved a 93% overall customer satisfaction index. In 2018, we were recognised as second-highest in Southeast Asia for the client's customer satisfaction index survey.

First-year sales spike for top financial services provider
Our challenge
One of the world’s largest financial services providers required a team of inside sales experts, scalable at short notice. They also needed assistance with product development and market intelligence.
We delivered
We hired and trained over 90 sales agents in six months, helping them obtain the mandatory local licenses to sell insurance. Our QA process and coaching techniques led to first-year policies attrition rate of 24%, lower than the industry average, resulting in higher profits. We also conducted market research on products and pricing, which was fed into actuarial work, as well as developed technology solutions to help drive productivity. We achieved 113% of our target, making our client over US$26 million in sales in the first year alone.

Seasonal campaign scaling for leading accommodation-sharing platform
Our challenge
One of the world’s largest accommodation platforms needed a team that could keep up with their aggressive scale requirements without compromising the travel experience of their millions of customers.
We delivered
We doubled the team from 300 in January to 650 in August just in time for the seasonal summer spike and built a customised facility for the campaign. Our scenario-based training helped our agents deal with more complex scenarios including complaints and escalations. We provided further support from hand-picking agents to managing 8,000 aging tickets overflow from the onshore support team. Our dedicated team of business analytics experts also tracked customer trends, agent performance, and team compliance, allowing us to act on time-sensitive opportunities without jeopardising service quality. Ultimately, our flexible campaign operations scaled 216% to handle global seasonal spikes.

Digital hiring accelerated scaling up for a global social media company
Our challenge
A global social media company prioritising the security of its online community of billions required a partner to scale up operations for content moderation and account management support.
We delivered
To scale up effectively, we focused on recruiting native language speakers in Client’s selected regions to quickly understand its respective content moderation policies and developed market-specific training and learning modules. Our strong social media presence enabled Sourcing and Talent Acquisition teams to communicate the opportunity quickly and effectively to talents across the regions. By deploying our Digital Hiring Solution (DHS), we had a unified database management tool which stored all applicants’ information and assessments, which can be tracked and accessed by all key business units, TDCX leadership, and the client. Due to the diversity of talents, we also implemented an expat onboarding procedure that included document processing, cultural familiarisation, housing and lifestyle package and orientation.
Reviews
the project
BPO Services for Tech Company
"Every time we asked them to deliver on a task, they did that very well and then also went above and beyond."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I'm the senior quality manager for a tech company. We service customers in the hospitality sector.
For what projects/services did your company hire TDCX?
Our company was expanding the business in APAC. Our quality programme was going through a major transformation at the time, and we hired this partner to handle all our quality evaluations globally in a centralised manner. The tasks included transaction monitoring, analysing data, weekly and monthly reporting, regular calibrations, and continuous improvement efforts.
How did you select this firm and what were the deciding factors?
We considered multiple BPO companies, looking at their services, price structure, and track record. We chose this company because of their agility, communication style, creative problem solving and innovative value-add propositions.
Describe the project in detail and walk through their service package.
Team produce quality evaluations, create reports, and suggest process and product improvements. They also participate and own deliverables in various global quality programmes and special projects. They also support us with executive escalations and targeted ad-hoc analyses and deep dives.
How many resources from the vendor's team worked with you, and what were their positions?
Our main point of contact is the Quality Director and their direct reports (3-4 Managers and Leads). There are around 70 analysts in total on the team supporting us.
Can you share any outcomes from the engagement that demonstrate progress or success?
Having them handle all standard quality evaluations globally gave our team the opportunity to work on more complex projects. We've been able to focus on special projects and initiatives that drive exceptional customer experience. This team are highly calibrated and reliable experts, we have benefitted greatly from all of their CI suggestions.
How effective was the workflow between your team and theirs?
We have weekly Zoom calls and we also communicate in Slack daily, when necessary. Pre-pandemic, we would also meet in person at least once every quarter. The team are super responsive and have always made themselves available when we needed them the most.
What did you find most impressive or unique about this company?
Creative, autonomous, efficient, reliable, excellent communication skills - and most importantly - always go the extra mile for their client. Every time we asked them to deliver on a task, they did that very well and then also went above and beyond.
Are there any areas for improvement or something they could have done differently?
They could, perhaps, consider introducing more flexible remote work options for their employees.
the project
Call Center Services for Global Social Media Company
"I really enjoy their collaborative approach, and our working relationship really feels like a partnership."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I'm the vendor manager for global English support delivery in a social media company
For what projects/services did your company hire TDCX?
Our company hired TDCX to provide 24/7 global english support to advertisers using our platform for both long-tail and high-value segments. The goal was to find a vendor who could provide both high-quality premium support for advertisers while having the ability to scale quickly.
How did you select this firm and what were the deciding factors?
TDCS was selected through a process of RFP and internal/cross-functional agreement. The ability to provide premium global English support from a central location and their ability to scale was one of the deciding factor.
Describe the project in detail and walk through their service package.
The team is responsible for answering advertisers' support queries coming in via chat or email. They also reach out to advertisers via outbound calling when necessary. They are quick to adapt to process changes, pilots or new programs we want to implement.
How many resources from the vendor's team worked with you, and what were their positions?
My day-to-day contacts are two Account Directors and 5 Senior Operations Managers, who work with their own OMs and TLs for 1000+ support agents. We also have dedicated Quality and Training teams to support us.
Can you share any outcomes from the engagement that demonstrate progress or success?
The team has been able to handle the rapid growth of our operations and the recent move to WFH due to COVID without major issues. The team is very dedicated and motivated to try out new solutions, implement pilots and offer innovative ideas for us to consider.
How effective was the workflow between your team and theirs?
We have weekly WBRs + MBRs and QBRs. I also meet with Senior OMS and Account Directors on a weekly basis. This works really well and our meetings have the right balance between operational governance and longer-term thinking.
What did you find most impressive or unique about this company?
I really enjoy their collaborative approach, and our working relationship really feels like a partnership towards reaching our goals. They are very reactive whenever a technical problem occurs they will quickly come up with alternatives and different temporary workflows to minimize disruptions while issues are fixed Their analytics teams are also very quick to conduct analysis and come back with valuable insights.
Are there any areas for improvement or something they could have done differently?
No major convers
the project
Customer Service, Security & Risk Assessment for Fintech Co
“The relationship and engagement with TDCX is very strong by any measurement within the BPO space.”
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am the head of a vendor management team looking after account Safety, Merchant Risk: Fraud, Credit, ToS, and Financial Crimes assessments for a major Fintech company.
For what projects/services did your company hire TDCX?
We engaged TDCX in KL to help provide scaled operations solutions for customer service, account security, and merchant risk assessments. KL fit our desired location strategy as it offers a wide array of APAC language capabilities.
How did you select this firm and what were the deciding factors?
TDCX was selected through a robust RFP process assessing commercials, unique solutions, scaled capabilities, security, and relationship. TDCX was already within our network prior to joining my company.
Describe the project in detail and walk through their service package.
The engagement began with customer service support and due to performance, relationship strength, and business demand we grew with TDCX supporting additional lines of business.
How many resources from the vendor's team worked with you, and what were their positions?
We have over 1000 headcount and continue to grow with TDCX. We engage into the team at multiple levels which range from executive leadership to our account manager and the operations teams.
Can you share any outcomes from the engagement that demonstrate progress or success?
Our teams with TDCX, specifically under my direction, are extremely high performing in terms of efficiency and quality for human based risk assessments. The TDCX team provide deeply insightful and actionable analysis on a regular basis to aid us in achieving our operational targets and business goals.
How effective was the workflow between your team and theirs?
The relationship and engagement with TDCX is very strong by any measurement within the BPO space. This is a common thread that extends beyond the current company I represent today which proves that it is a core component to their client/vendor operating principles.
What did you find most impressive or unique about this company?
TDCX has created a culture where everyone at every level and raise a question or concern which has enabled my engagements with them to result in countless operating enhancements as well as large scale operating shifts making all partners in the network increase outputs. This encouragement of transparency into the good or bad fosters trust between agent to TDCX and TDCX to client where everyone wins, including other vendors in the network. More partners should strive to operate this way.
Are there any areas for improvement or something they could have done differently?
Nothing noteworthy
the project
Call Center Services for Premium Coffee Brand
"I am impressed with their customer service training and the way they find the right candidates for our project."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I am the regional project manager, Customer Relationship Center.
For what projects/services did your company hire TDCX, and what were your goals??
Our Customer Relationship Center provide services for pre-sales, after-sales, technical assistance, customer care via OMNI channels which included inbound call, outbound call, email and chat. The ultimate goal is to delivery the best customer experience for service excellence.
How did you select this vendor and what were the deciding factors?
We had gone through a very strict process of RFQ with a list of expectation and requirements from HQ.
Describe the project in detail and walk through their service package, including any calling tools used.
They are flexible and swift to accommodate last minutes change of business processes and practices; able to source native speaker in a timely manner when requested.
Who did you work with and what was the feedback process like?
We have a project manager, a account manager and 2 team leaders, overseeing an operation of about 30 customer service representatives. Weekly operational meeting with the inhouse and outsource TLs, steering committee meeting scheduled on a monthly basis with the management team to review on overall KPIs and share feedback.
Can you share any measurable outcomes of the project or general feedback about the service?
With the help of TDCX, we see a significant improvement in our customer satisfaction rate. 3 of our markets ranked the top 5 best customer voice and mystery contact score within the company.
Describe their project management style, including communication tools and timeliness.
Their management team are receptive to feedback, new ideas and suggestions.
What did you find most impressive or unique about this company?
I am impressed with their customer service training and the way they find the right candidates for our project.
Are there any areas for improvement or something they could have done differently?
Costing can be more competitive.
the project
BPO Services for Social Media Platform
"We are impressed with their ability to scale their services and at the same time maintain their quality of service."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
Leading social media giant with Digital Advertising solutions across top used Social media platforms and even arching over into commerce. I used to manage the APAC Ads Adv Vendor Operations.
For what projects/services did your company hire TDCX?
TDCX was one of our initial service providers for client services i.e advertising support operations and we expanded with them successfully from 2017 to 2021 ( when i left the prev company) Services included range of technical and generic advertising support operations across all social media platforms of the company. TDCX also provided premium services for high spend advertisers and continued to scale service volumes over years.
How did you select this firm and what were the deciding factors?
Rigorous RFP process what stood out was existing exp in Tech and strong footprint in APAC & globally
Describe the project in detail and walk through their service package.
Advertisers who use our products for advertising directly entered our systems for service and would be triaged to TDCX for service support. TDCX was trained and had access to all tools to enable the advertiser to successfully run ads on the platform. Operational KPIs like Speed, CSAT etc
How many resources from the vendor's team worked with you, and what were their positions?
2000
Can you share any outcomes from the engagement that demonstrate progress or success?
Rapid reduction in cost per case, increased global 24 by 7 coverage + vols churn was fast with industry leading CSAT
How effective was the workflow between your team and theirs?
Very effective we have governance meetings at all stages
What did you find most impressive or unique about this company?
We are impressed with their ability to scale their services and at the same time maintain their quality of service. Great support functions like training, QA & WFM
Are there any areas for improvement or something they could have done differently?
Invest more in industry vertical expertise
the project
Call Center Services for Luxury E-Commerce Company
“Whenever we have an idea, they’re all in and supporting us — it’s good to have a partner that we can rely on.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the VP of Customer Care for a luxury e-commerce company.
What challenge were you trying to address with TDCX?
We were doing customer service ourselves during the daytime and decided to offer service also during out-of-office hours, going 24/7, so we hired TDCX.
What was the scope of their involvement?
A task force from TDCX joined us in our headquarters, and we trained them on-site. Then, two teammates from TDCX made sure training was conducted on their end. We supported them during the first two weeks before they went live.
Currently, TDCX is doing the same job as our customer service representatives outside of our office hours. They service customers and support them in the ordering process.
What is the team composition?
I’ve worked directly with the training and development lead and the operations manager during the initial phase. An operations manager is leading the customer team, and we are ensuring regular visits on both ends.
How did you come to work with TDCX?
My boss found them before I joined the company. I believe we found TDCX through a referral, and we had a subtle selection process.
What is the status of this engagement?
We started working together in April 2017, and the engagement is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
We don’t feel a big difference between our representatives and TDCX’s when it comes to service quality. We conduct mystery calls that prove their quality levels are the same as ours. Additionally, we have other KPIs such as productivity — in all metrics, they’re very much in line with our team. Onboarding them was fairly easy, and they’re hands-on with training.
How did TDCX perform from a project management standpoint?
Whenever we have a smaller project that needs to be executed, they’re always on time or even ready upfront. Communication is always flawless with them. Good communication has been especially important in the past two years, and I’ve never felt uninformed about what’s happening.
We usually have weekly Zoom meetings with the operations manager, and then communication happens ad hoc whenever needed. The TDCX teams receive information via the same channels as our team, mainly email. We also meet virtually on our ticketing tool, where there’s a lot of communication between the agents. When we have additional training, they come to our office, or we fly over to support them and ensure resources are trained well.
What did you find most impressive about them?
I’m impressed with their hands-on mentality and their service-oriented attitude. Whenever we have an idea, they’re all in and supporting us — it’s good to have a partner that we can rely on.
Are there any areas they could improve?
There’s nothing they need to improve that’s worth mentioning. In any professional setting, there is always room for improvement; that’s what we all get up for in the morning.
Do you have any advice for potential customers?
My advice is to work as much as possible with TDCX to get everything up and running at the start. Once they know what to do, they’ll be perfect in continuing that exact path.
the project
BPO Services for E-Commerce Company
"I love how they see themselves as being part of another company's journey rather than focusing on short-term gain."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
We are an e-commerce company and I lead the CX team.
For what projects/services did your company hire TDCX?
We engaged TDCX to expand our team and provide service for our customers in both pre-sales and post-sales issues.
How did you select this firm and what were the deciding factors?
I have engaged TDCX in my previous company hence aware of how they are supportive of their client's business and growth, willingness to grow together, flexibility, culture and also strong leadership team.
Describe the project in detail and walk through their service package.
To build a team to support the inbound enquiries via tickets/emails, phone and chat on pre-sales and post-sales issues for an e-commerce business in 3 markets.
How many resources from the vendor's team worked with you, and what were their positions?
There are 3 teams:
- a total of 21 agents
- 2 CX managers
- 1 Operations manager that is overall-in-charge
Can you share any outcomes from the engagement that demonstrate progress or success?
The team is very dedicated, willing to accommodate our requests based on learnings and business needs and also open for improvements. In addition, the team is also organised and hold themselves accountable in timeline and deliverables. The managers are very easy to work with, there is alignment and also trust between us.
How effective was the workflow between your team and theirs?
We have weekly syncs and our action items are well-managed over a tracker. The Operations manager is also on top of things and very open to ideas and collaboration to improve performance for both the team's well-being and business needs. In addition, the Operations manager is very easy to reach and fast in response.
What did you find most impressive or unique about this company?
I love how they see themselves as being part of another company's journey rather than focusing on short-term gain. As such, they are very accommodating and open to changes and revisions which is very important for a startup.
Are there any areas for improvement or something they could have done differently?
I think we did really well for a team that started about 6 months ago, we grew rapidly and also put in place lots of processes and framework for us to easily manage the team as we continue to scale.
the project
Call Center Services for Global Tech Company
"We trust their ability to deliver the best possible outcomes to our customers!"
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I'm the APAC operations head for a top tech company with the primary business in digital marketing - on the user side the company owns and runs a search engine, video platform and mobile operating OS
For what projects/services did your company hire TDCX, and what were your goals??
TDCX handles support the first level of troubleshooting support for all our advertising customers based in APAC region. The team services 9 key markets in APAC, with a diverse staff that speaks multiple languages and brings strong problem solving skill set. TDCX team has been managing this service for 6+ years now, and they handle 95%+ of our premium and long tail support vols, escalating and using our company resources <5% of the time.
How did you select this vendor and what were the deciding factors?
Multiple factors went into selection, including but not limited to: 1. Experience in Call center operations management 2. Current clientele portfolio with similar nature of work 3. Ability to hire, retain and scale talent with strong CX skills & technical troubleshooting skills for 10+ languages in the APAC region
Describe the project in detail and walk through their service package, including any calling tools used.
Customer support for our clients is offered by TDCX in 10+ languages across 3 channels of support: Phone, Chat and Email; They've also historically handled Social media support for us, which was later deprecated. There's multiple in house tools we have created for enabling customer support operations, TDCX is a thought partner in helping enable building those tools and also constantly comes up with ideas for improving CX via optimization of our internal tools and processes too.
Who did you work with and what was the feedback process like?
We work with multiple levels of TDCX leadership depending on the nature of problem we're solving for. We have a dedicated account management at market level that we work with for weekly business reviews, we also have ongoing partnership with TDCX site leadership across the 2 locations of support in the region and finally a company level account director who work with us on long term strategy
Can you share any measurable outcomes of the project or general feedback about the service?
Customer satisfaction across all markets has constantly been exceeding targets by 5-6 pp. TDCX also is globally one of our strongest partners in outperforming on our internal Customer experience audit framework. We have a robust KPI measurement across CSAT, Timeliness, TATs, Customer journey flow, etc and TDCX has delivered across the board with a strong team of experts leading these teams
Describe their project management style, including communication tools and timeliness.
Strong operational cadence: Weekly/Monthly and Quarterly reviews. Sophisticated and systemic skills with a strong frameworks around root cause management for fixing customer experience. Constant communication and ability to circle back on complex problem statements given by our teams to TDCX. Very agile management - Workforce easily accommodates changes based on business forecasts and changing needs of quality and availability of talent
What did you find most impressive or unique about this company?
TDCX has a high bar on operational rhythm and cadence - 90% of the time they run the business on their own without any intervention needed from our teams. The remaining times, they are proactive in identifying areas of opportunity and partner with us on solving the issues before they become trends. They manage a large portion of APAC business with us and we trust their ability to deliver the best possible outcomes to our customers!
Are there any areas for improvement or something they could have done differently?
We're now in a journey with TDCX that focusses on partnering in transformation of the business using tooling and automation. Having internal teams on TDCX side that can help develop some of these solutions holistically is the next big expectation we are looking forward to progress around.
the project
Call Center Services for Tech Company
“TDCX delivers what they promise and exceeds results, even with difficult constraints.”
the reviewer
the review
A Clutch analyst personally interviewed this client over the phone. Below is an edited transcript.
Introduce your business and what you do there.
I’m the inside sales manager for Lenovo EMEA e-commerce. I’m the leader of 15 European countries, and we support 11 languages.
What challenge were you trying to address with TDCX?
Two years ago, we were struggling to cope with the growth of our internal team. TDCX had just moved to Barcelona, where we have an EMEA e-commerce hub, and the opportunity was there to outsource the work of four people that we couldn’t onboard due to restricted facilities and very limited support from an HR perspective.
What was the scope of their involvement?
In order to cope with the growth and the demand in the market, we leveraged the opportunity to outsource our e-commerce business to TDCX. They adapted quickly to the strategic changes given by the client and fulfilled our business needs, namely to convert opportunities from inbound calls and chat.
What is the team composition?
We started outsourcing the work to four people and have increased the team size to 10 since then. All of the teammates are B2C e-commerce presales support members, for various countries and languages, along with a team coordinator. The coordinator has more experience with the products we offer on the website, and he shares best practices and coaches the new support representatives. We are also in close contact with Sophie (SVP).
How did you come to work with TDCX?
I was the team lead and quality coach when our previous manager made the decision to start a business relationship with the leader of TDCX, and it worked extremely well. Our partner was able to achieve higher success with us working together.
We were fairly new in Barcelona back then, and we were working in the same shared workspace as TDCX. The city is a huge hub for call centers, and we had the opportunity to engage with a large vendor that supports well-known IT companies, but we wanted to do something different. We knew that TDCX wouldn’t have the same clients as us, and we wanted to avoid competition within the hardware IT sector.
What is the status of this engagement?
We started working with TDCX in March 2019, and our engagement is ongoing.
What evidence can you share that demonstrates the impact of the engagement?
We measure their success by the targets that are achieved, including revenue, margins, and sold services and products. We track those through real-time dashboards. Additionally, we measure success KPIs based on abandonment rates. The aim is to have sufficient phone line coverage so that we’re not missing more than 2% of calls and we have good planning for holidays and vacations.
Customer satisfaction is also an important factor. TDCX has contributed year-over-year (YoY), from 2020 to 2021, to an 8% improved customer satisfaction rating across the criteria of professionalism, understanding customer needs, and product knowledge. That’s a huge improvement for us overall.
Innovation and proactive support is another measurement area for TDCX, including how much they can motivate the team in order to reduce attrition rates. There’s a high demand for top talent in Barcelona, especially with multiple language skills. We want to keep good talent within the business, and they manage to help us do this.
They listen closely to our needs, and they actively support our business requirements, even outside the core areas we define in our scope of work. They frequently suggest great ideas for improvement.
How did TDCX perform from a project management standpoint?
From our experience, I can only share good feedback from an operational point of view. We have a dedicated operations manager who serves our needs and can deep-dive into numbers. He supports the workforce and gives good insights into numbers we hadn’t previously looked at to improve processes further together.
We increased the team size from seven internal members and 10 on the vendor side because we’ve suffered from attrition, and we’ve struggled with the pandemic and remote work. Onboarding is difficult without the ability to be in an office. We’ve managed to find a good solution. The team size is now 32 direct employees and 10 on the vendor side, with support from the operations manager and the team leader on the TDCX side, which is manageable and works very well.
What did you find most impressive about them?
TDCX delivers what they promise and exceeds results, even with difficult constraints. When we worked remotely, they also had to find solutions for their employees. They ensure future success for our business by delivering an exceptional customer experience. This is completely in line with our values, including being customer-focused, even though we’re sales support and not post-sales support.
Are there any areas they could improve?
I can’t complain about individuals that have different aspirations for their careers. We had an attrition rate, but we’ve also onboarded four direct salespeople from TDCX over the last two years and offered them direct contracts. We can’t penalize the vendor for their attrition because we’ve been part of it. Either way, TDCX has managed to onboard new talent quickly.
Do you have any advice for future clients of theirs?
Barcelona has fabulous talent and native language skills. TDCX is a good choice for a client looking to invest a bit extra for quality support. I would also like to highlight the incredible support of Sophie. She’s incredibly thoughtful, and she looks after the client with special attention, which is highly appreciated from my side. I recommend giving TDCX a chance to introduce themselves and make their own impression.
the project
Customer Service for Tech Company
"They've been very agile in addressing operational needs at every turn."
the reviewer
the review
The client submitted this review online.
Please describe your company and your position there.
I'm a service outsourcing leader for a multinational technology company.
For what projects/services did your company hire TDCX?
Customer Service
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+
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.
TDCX's quality evaluations gave the client an opportunity to work on other projects. They have a highly calibrated and reliable team that maintains autonomous and creative communication and workflow. They're also responsive and constantly available for contact.