Reinforcing CX Outsourcing
With TDCX Talent Solutions
THE CHALLENGE
Customer expectations for faster, always-on support continue to rise as CX operations become more performance-driven and operationally complex. At the same time, workforce instability remains one of the industry’s biggest operational risks, with many contact centers facing attrition levels of at least 40%.
A fast-scaling, tech-enabled CX operations team found itself facing these pressures. Absenteeism rates among existing CX agents reached up to 50%, disrupting deployment coverage and causing KPI attainment to fall to 40%. Coverage gaps, deployment inefficiencies, and reactive workforce management also increased operational strain across the support environment.
Download case studyTHE SOLUTION
Rapid Workforce
Deployment
Within 15 days of activation, TDCX Talent Solutions deployed over 30 fully trained CX professionals to help stabilize daily operations and reduce onboarding delays.
Dedicated Operational
Oversight
Specialized experts oversaw workforce deployment and operational coordination, giving the client fuller visibility and more structured workforce process.
On-Demand CX
Support
To maintain uninterrupted service, TDCX Talent Solutions established a buffer pool that could be activated within hours whenever additional workforce support was needed.
Tailored Workflow
Governance
The engagement was supported by a tailored SOP manual that documented workflows, escalation paths, deployment processes, and coordination requirements specific to the client’s operations.
THE RESULTS
