Award-Winning Digital Economy Enabler
At TDCX, our goal is not only to support clients but drive growth.
As a global outsourced business service provider, we continue to deliver transformative digital customer experience to the world’s best and most valuable brands. We are a recognised enabler of the digital economy, serving high-growth clientele from a wide range of diverse and thriving industries from Fintech, consumer electronics, digital advertising, social media, to travel & hospitality, F&B, and more. With our unique approach honed by over 25 years of industry experience, we have amassed over 270 local, regional and international industry awards recognising our innovative customer experience solutions, HR, recruitment, and desirable work culture. Headquartered in Singapore, TDCX holds a strong presence in Asia and has a growing footprint in Europe and Latin America.
headquarters
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750D Chai Chee Road, #06-01/06, ESR BizPark @ Chai Chee, Singapore 469004Singapore, 469000Singapore
other locations
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Level 9, Axiata Tower, No 9, Jalan Stesen Sentral 5, KL Sentral, 50470 Kuala Lumpur, MalaysiaKuala 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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Building13-3, Ronghui Park, Konggang Development Zone, Shunyi District, Beijing, China 101318Beijing 101318China
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Carrer Joan Miró 21, Barcelona, 08005, SpainBarcelona 08005Spain
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7th Floor Ocean Gate Minato Mirai, 3-7-1 Minato Mirai, Nishi-ku, Yokohama 220-0012, JapanYokohama 220-0012Japan
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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 Point 999077Hong Kong
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12 East 49th StreetNew York, NY 10017United States
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George Constantinescu 2-4 street, GlobalWorth Campus A, 6th floor, Office nr. 607, POB 020339, District 2București 020337Romania
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Unit No 1203 & 1204, South Wing, Survey No. 83/1, 12th Floor, Skyview 20, M/s Divija Commercial Properties PVT. Ltd., Serilingampally Mandal, Raidurgam Village, Renga Reddy,Madhapur 500081India
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.