Singapore-headquartered business process outsourcing firm TDCX is expanding its presence as it unveils a new site in the Province of Love, Iloilo, to meet the growing demand for complex customer experience solutions.
The New York Stock Exchange-listed TDCX, a high-growth digital customer experience solutions provider for technology and blue-chip companies, launched its sixth site in the country, dubbed as "campus." It strengthens the company's capability to serve Global English end-markets, such as North America, the United Kingdom, Ireland, Australia, and New Zealand.
During the Dinagyang Festival-inspired launch, which Iloilo is famous for, Eliza Acuña, vice president for Business Strategy, TDCX Philippines, disclosed that the outsourced CX (customer experience) services market outside of Southeast Asia is expected to grow to $86.3 billion by 2025.
And with the expanded operations in the Philippines, she said TDCX would meet the increasing demand for CX services after the company signed on 25 new clients since January 2022, including a leading regional airline and one of Southeast Asia's largest integrated car e-commerce platforms.
Eliza Acuña, vice president for Business Strategy, TDCX Philippines, said, "As economies around the world recover from the effects of the pandemic and grapple with the current economic uncertainties, they are seeing increased demand for outsourced customer experience services.
"This is due, in part, to our ability to deliver superior customer experiences and to drive sales quickly, efficiently, and cost -effectively for our clients. In the second quarter of this year, our total revenue across the Group was $116.6 million, up 23.3 percent year-on-year," Acuña said.
"The Philippines is known for its outsourcing capabilities and is an important node in TDCX's network. Their highly skilled workforce and hospitable culture make the country a hotspot for us to hire the talent we need to resolve increasingly complex customer issues. Our new office in Iloilo will supplement our Manila and Cebu operations and create more job opportunities locally," she added.
TDCX opened its Manila office in 2014 and its Cebu office in 2019. Since the opening of the Cebu office, the company has almost doubled its staff strength in the Philippines.
Budding innovation hub
TDCX's Iloilo campus is at Robinsons Cybergate Iloilo Tower 1 in Pavia. The province is anticipated to be an innovation hub by 2030.
TDCX's strategic expansion into Iloilo enables it to entrench itself in the local innovation ecosystem and work with other stakeholders to enhance the outsourced customer experience industry's competitiveness on the global stage.
"The outsourced customer experience industry is increasingly important in the growing digital economy. As consumers live more online, their experience becomes a more significant factor in brand preference and loyalty. Hence, this is a fascinating time for our industry and our people. With our positive work environment, attractive client roster, and interesting and fulfilling work, we look forward to growing with our people and equipping them with future-ready skills that will help them stay competitive in the new economy," Acuña said.
New economy jobs are emerging professions that reflect the continuing importance of human interaction, according to a report by the World Economic Forum. The report also states that demand for both "digital" and "human" factors in the professions of tomorrow is driving greater demand for roles such as customer success specialists.
To equip its people with the skills for new economy jobs, TDCX provides a wide variety of training programs through structured and unstructured learning environments.
TDCX's online learning and training programs, known as "Flash Coach" and "Flash Learn," provide employees with access to training virtually and on-demand. In addition to job-specific training, employees receive critical thinking, problem-solving, and agility training. These are among the top skills needed by 2025, as identified by the World Economic Forum.
Employees are empowered to complete the modules at their own pace while managing their day-to-day responsibilities.
The training content is continually refreshed based on analytics from the platform.
In addition, TDCX provides employees access to leadership programs such as Dale Carnegie training and online tools such as LinkedIn Learning so that they may voluntarily gain new skills.
