Consulting & Analytics

Quicker results, longer impact

Customer Experience

Customer experience is now the top differentiator. The majority of businesses are soon expected to compete mainly on customer experience and those that invest in customer experience will stand out. TDCX has the deep frontline experience to assist customers through data analytics, technology, and process excellence to achieve top performance.

How We Help

We strategize and implement high-performing customer experience solutions for our clients through consulting and analytic services. We leverage an asset-based consulting approach, combined with Lean Six Sigma methodologies to transform customer experience solutions.

Customer service strategy
Customer journey mapping & analytics
Customer service maturity assessment
CX operating model design
Process optimization & re-engineering
Digital customer service transformation
Lean six sigma

Sales & Revenue

Per Gartner, 77% of buyers state that their latest purchase was very complex or difficult and they only spend 17% of their time interacting with sellers. At TDCX, we have proven to be the differentiator that helped our clients generate and improve their topline performance through a robust sales and revenue generation process with high efficiency.

How We Help

We provide an end-to-end B2B sales execution support through our deep expertise gained through years of frontline execution. We are performance-driven and strive for creating a positive sales/buying experience for our clients and their customers.

Leads generation from digital and traditional channels
Customer analytics to qualify and assess opportunities
Customer retention and loyalty management
Customer engagement strategy
Sales execution planning and rep support
Sales performance management via deal sizing, negotiations and deal execution support

Content Moderation

By 2024, 30% of large organizations will identify Content Moderation services for user-generated content as C-suite priority per Gartner. Content moderation enables businesses to maintain a reputable image on the internet and gives them an edge to thrive in the unpredictable dynamics of industry trends and customer demands.

How We Help

TDCX is a leading content moderation provider that brings years of expertise to help clients safeguard their brands and thrive in the new digital economy.

Content moderation process design
Knowledge base design and implementation
Technology and automation design
People strategy and training support
Wellbeing and mental health support

Our Capabilities

Advanced Analytics

We have a wealth of customer interaction data, a team of experienced data scientists, and proprietary advanced analytic expertise to generate actionable insights for our customers.

  • Cloud-based data lake as the backbone of advanced analytics
  • Omni-channel analytic on structured and unstructured customer data for our sentiment analysis, customer trends, behaviors, and more
  • Data enrichment, cleansing, and transformation to prepare data for advanced analytic
  • Big data analytic on operational performance insights of key performance metrics, predictive analysis on future performance & operational planning, compliance metrics, workforce analysis, and root cause analysis that drive operational excellence
  • Advanced sales analytics that provide next best action recommendations, leads generation, customer segmentation, profiling, personalization, sales planning, and deal execution support
  • Easy-to-use enterprise-grade advanced visualization tool that helps enable standardized reporting, on-demand analytics, and management decision support

Technology

Powered by our experienced Center of Excellence & Digital Lab capabilities, we constantly innovate new solutions to help our customers perform better. Ideation and rapid prototyping of brand new ideas and turn them into innovative solutions.

  • Innovative Work from Home solution that enables safe and productive remote work experience
  • Text and speech recognition solution that makes complex customer interactions easy to interpret
  • Omni-channel customer interaction tool that integrates and provides high customer experience via chat, chatbot, telephony, and emails
  • State of the art Knowledge Base (KB) that adds tremendous value to our customers that can be quickly deployed to support a variety of customer service operations
  • Advanced Robust Process Automation (RPA) capabilities that help customers to improve in both front and back-office processes, allowing customers to do more without disruptions to their existing operations
  • Workforce management tools that help customers to better manage customer support personnel, measure employee satisfaction & performance, and plan customer service operations
  • Proven recruitment solution that helps clients attract and assess the best talent to enable a high performing team

Implementation

People

4

Continents

21

Cities

26

Years of expertise

120+

Analytic experts & data scientists

30+

RPA & automation experts

30+

Innovation experts

Processes & tools

  • 15+ solutions to better serve clients
  • Industry-leading Lean Six Sigma methodology
  • High COPC certifications
  • Wealth of customer interaction data powered by cloud based big data lake
  • Enterprise advanced visualization that converts analytics into actionable insights
  • Advanced analytic tools such as Hadoop, R. Python, Big Query, etc
  • CX Ops Performance analytic powered by Acuity
  • Advanced recruiting analytic tool through FLASH
  • Work From Home enabled by FalconEye

Dive into our success stories

Some of the world’s most recognisable brands have partnered with us to boost their growth. Their success could be yours.