Award-Winning Digital Economy Enabler
At TDCX, our goal is not only to support clients but drive growth.
Carrer Joan Miró 21, Barcelona, 08005, SpainBarcelona 08005Spain
12 East 49th StreetNew York, NY 10017United States
George Constantinescu 2-4 street, GlobalWorth Campus A, 6th floor, Office nr. 607, POB 020339, District 2București 020337Romania
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
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.
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.
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.
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%.
A multinational F&B conglomerate needed a vendor to support its growing business and offer premium native-only customer experience and consultative selling.
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.
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.
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.
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 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.
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 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.
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.
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.
"We trust their ability to deliver the best possible outcomes to our customers!"
For over six years, TDCX has been handling customer support services for a global tech company. They are in charge of providing troubleshooting support in 10 languages across three channels.
"We trust their ability to deliver the best possible outcomes to our customers!"
Jun 25, 2021
Customer satisfaction across all markets has constantly been exceeding targets, thanks to TDCX's top-notch support. Their team of experts has maintained a robust KPI measurement over the years. They are proactive, adaptable, and able to provide the best solutions for the client's customers.
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.
“TDCX delivers what they promise and exceeds results, even with difficult constraints.”
TDCX provides ongoing B2C support for an e-commerce, global platform. They supply a team of 10 people to help maintain customer satisfaction and convert inbound calls and leads.
“TDCX delivers what they promise and exceeds results, even with difficult constraints.”
Jun 16, 2021
TDCX’s B2C efforts have improved client satisfaction by 8% and have helped achieve the client’s KPI targets. The team is responsive and adaptable. They suggest ideas to improve and obtain better results. They impress with their commitment and dedication to deliver exceptional customer service.
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.