Aims to groom its people for leadership
roles
TDCX Thailand, an award-winning digital customer experience
solutions provider for innovative technology and other blue-chip
companies, today announced the launch of a leadership training
program to upskill its customer experience professionals in the
areas of critical thinking, problem-solving and agility. These are
among the top skills that are needed by 2025 as identified in a
report by the World Economic Forum1.
The program is being launched as the pace of technology adoption
accelerates in the wake of the pandemic and customer expectations
for prompt and effective problem resolution increase.
TDCX Thailand’s training program will equip its employees with
the skills and knowledge to respond to customer needs more
effectively and efficiently while gaining the skills required to
remain relevant in the future. It will also instill leadership and
management skills to prepare employees for roles of higher
seniority.
One key enabler in delivering the training is TDCX’s digital
learning platform, FLASH Learn. Interactive and engaging through
the adoption of gamification principles, FLASH Learn provides
flexibility to access the training on-demand and at the employee’s
own pace. This is particularly important as TDCX adopts a hybrid
work approach. According to a study2, 71 per cent of employees
expect access to online learning platforms for skills enhancement
at their own pace when working remotely. The use of online learning
also provides the company with analytics on how employees are
responding to the training, allowing for refinement.
The program will include in-person training to ensure that
employees achieve the desired learning outcomes and apply them in
their roles. Employees will spend a total of 40 hours to complete
the training program. This is in addition to training that is
directly related to their roles. In 2021, TDCX Thailand employees
spent an average of 59 hours on training.
After completing the training program, employees will be
equipped with coaching, leadership and management competencies.
Employees will then put these skills in practice through on-the-job
training. They will also have opportunities to take on more senior
roles.
Reinforces TDCX Thailand’s commitment to grooming its
people
The initiative reiterates TDCX Thailand’s commitment to
accelerate the careers of its people.
Thailand is important in TDCX’s network of delivery centers in
Asia, Europe and Latin America, serving as a hub as the company
eyes the fast-growing CLMV countries of Cambodia, Laos, Myanmar and
Vietnam (CLMV).
TDCX Thailand has seen an increase in demand for customer
experience services that require native speakers from those
markets. At the end of 2021, TDCX Thailand doubled its number of
agents and achieved a 32 per cent increase in revenue over the
previous year.
Ms Angie Tay, Chief Operating Officer and Executive Vice
President, Singapore, Thailand, China and Korea, said, “Thailand is
an attractive location for outsourced customer experience services
given its skilled workforce, abundance of talent and its role as a
gateway to the CLMV markets. As more companies look to tap
opportunities arising from the CLMV and Thailand’s growing markets,
we anticipate stronger demand for our services. That demand is
expected to be fueled by high-growth, new economy companies who
tend to be asset-light and thus require the support of partners
such as TDCX who can deliver quality customer experience outcomes
and scale up quickly to meet their expansion needs.
“To ensure that we are strongly positioned to meet this demand,
we are proactively upskilling our people in Thailand so that they
are ready to take on complex work as consumer expectations
increase. This will enable us to meet two objectives – to support
our clients in delivering high customer satisfaction levels and to
provide our people with fulfilling careers.
One of TDCX’s employees who has benefitted from earlier training
programs is Ms Onnicha Yomdee, a team leader for the Thai team. She
joined the company as a Community Operations Specialist two years
ago and is now a team leader.
“While I only joined TDCX two years ago, I have been given the
opportunity to take on different roles and broaden my skillsets. At
every step of the way, I was provided the necessary training to
ensure that I had a strong understanding of what is required and
the capabilities required to succeed in the role.
“As I gained more experience, I realized that there is a
difference between a ‘super-agent’ who is well-versed in managing
customer queries and a team leader. In addition to having product
knowledge, it is also essential to be able to think critically, to
coach team members and to problem-solve. The training I received
opened my mind and showed me what it would take for me to progress
in my career. Today, I am proud to say that with the skills I
gained and the support of my manager, I am now a team leader and I
look forward to becoming a mentor to share my experience with my
colleagues,” Ms Yomdee said.
About TDCX Inc.
Singapore-headquartered TDCX provides transformative digital CX
solutions, enabling world-leading and disruptive brands to acquire
new customers, to build customer loyalty and to 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, Malaysia, Thailand, Philippines,
Mainland China, Hong Kong, South Korea, Japan, India, Romania,
Spain and Colombia. For more information, please visit:
www.tdcx.com.
1 Source: The Future of Jobs Report, 2020, World Economic Forum.
https://www3.weforum.org/docs/WEF_Future_of_Jobs_2020.pdf 2 Source:
The Future of work: From remote to hybrid, Capgemini.
https://www.capgemini.com/wp-content/uploads/2020/12/Report-The-Future-of-Work.pdf
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version on businesswire.com: https://www.businesswire.com/news/home/20220605005112/en/
For enquiries: Eunice Seow, eunice.seow@tdcx.com
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