TDCX launches AI-powered solution, boosts OA500 2024 ranking
SINGAPORE, SINGAPORE — Business Process Outsourcing (BPO) provider TDCX recently launched FastTrack, an artificial intelligence (AI)- powered platform.
The platform helps agents automate multiple tasks to boost the customer service process while equipping them with information in real-time.
TDCX FastTrack can recommend solutions to help agents better serve their customers. The firm claims that, based on initial testing, CS agents were able to reduce customer holding time for incoming call inquiries by 40%.
One of the platform’s features is its AI-assisted quality assurance which transcribes non-voice interactions. The system automatically scores it based on the client’s guidelines.
It also features dashboards that identify areas for improvement. It has heat maps and decomposition trees that team leaders can refer to improve performance.
TDCX also landed the 18th spot in the OA500 2024, an objective index of the world’s top 500 outsourcing companies. This is a major improvement from the 2023 Time Doctor OA500, where the outsourcing company placed 31st.
“We are proud to be recognized among industry leaders, and this achievement is the result of the hard work and dedication of our more than 17,800 talented colleagues across our 30 campuses worldwide,” said Angie Tay, Group Chief Operating Officer, TDCX.
Tay noted that they intend to devote more resources to AI through their consulting arm, TDCX AI. This will enable the firm to serve both clients and employees through enhanced capabilities.
Outsource Accelerator CEO Derek Gallimore added, “TDCX has differentiated itself from competitors by continuously investing in talent, maintaining a robust online presence, and being up-to-date with AI technologies… I congratulate TDCX on this great milestone.”
