The Singapore-based digital customer experience (CX) solutions provider, TDCX, has become the only Southeast Asian business process outsourcing (BPO) company to rank amongst the top 20 in the global Outsource Accelerator (OA) 500 2024 Index.
This index serves to analyse more than 3,500 outsourcing firms across the globe, judging them based on factors such as the strength of their global network and their commitment to excellence.
Ranking in 18th place, TDCX's position is an outcome of continued investment in talent, robust online presence, and staying abreast with artificial intelligence technologies. The company's system of appraising involves evaluating domain authority, website traffic, LinkedIn engagement, and employee reviews, along with third-party analysis from Crunchbase and ZoomInfo.
Derek Gallimore, Founder and Chief Executive Officer of Outsource Accelerator, recognised TDCX's success in differentiating themselves from other businesses in the market. He said, "TDCX has set itself apart from competitors through continuous investment in talent, a strong online presence, and staying up-to-date with AI technologies.
"Through these initiatives, TDCX has matured into an impressive company. I extend my congrats to TDCX on achieving this significant milestone," Gallimore said.
Angie Tay, Group Chief Operating Officer at TDCX, noted that their commitment to bringing more value to their clients has helped them accomplish the laudable feat. She stated, "We at TDCX, have always been motivated by our ethos to #BeMore.
"Our endeavour to bring more value to our customers in all we do has helped us grow alongside them and expand beyond Southeast Asia," she said.
Tay further highlighted the role of their 17,800 colleagues across their 30 campuses worldwide in reaching this achievement.
With future plans of dedicating more resources towards talent development and helping clients utilise technology, particularly artificial intelligence, through its dedicated consulting arm, TDCX AI, TDCX aims to not only augment its services but also enable clients and employees to extract insights, identify opportunities more efficiently, and improve their capabilities while exercising caution in the use of artificial intelligence.
An example of the innovative solutions recently introduced by TDCX is TDCX FastTrack. This AI-enabled productivity platform aids customer service representatives by automating several processes while providing them with real-time information. TDCX FastTrack's capability to suggest solutions proactively in real-time enhances the efficiency of the representatives, thereby improving customer communications and outcomes. As per initial testing, this platform has been successful in reducing customer holding time for incoming call inquiries by 40 per cent.