TDCX

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

Please describe your company and your position there.

I'm the vendor manager for global English support delivery in a social media company

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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

BACKGROUND

Please describe your company and your position there.

I am the regional project manager, Customer Relationship Center.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & 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.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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

RESULTS & FEEDBACK

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

BACKGROUND

Introduce your business and what you do there.

I’m the VP of Customer Care for a luxury e-commerce company.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

Please describe your company and your position there.

We are an e-commerce company and I lead the CX team.

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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

RESULTS & FEEDBACK

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.

BACKGROUND

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

OPPORTUNITY / CHALLENGE

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.

SOLUTION

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

RESULTS & FEEDBACK

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.

BACKGROUND

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.

OPPORTUNITY / CHALLENGE

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. 

SOLUTION

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.

RESULTS & FEEDBACK

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.

BACKGROUND

Please describe your company and your position there.

Vendor selection and strategy for large tech company

OPPORTUNITY / CHALLENGE

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

We pride ourselves on our world-leading customer care programs. As we outsource a large part of this, we look for partners that can work within our culture while also maintaining their own disparate culture. Goals were to continue to deliver on our customer experience targets

SOLUTION

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

Stringent RFP process and TDCX hit the mark on each of the topics we explored

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

Customer experience deployment in Asia Pacific across a few countries

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

TDCX executive leadership as well as dedicated account support personnel.

RESULTS & FEEDBACK

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

Excellent deployment and subsequent performance. They have become a trusted partner in region.

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

Flawless. Initial Tiger team created to develop and deeply, which was then handed over to a fully functional operations team

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

Flexibility, and not afraid to try something new

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

No.