A new training programme — which blends in-person and digital learning — aims to equip employees with coaching, leadership, and management competencies, as well as prepare them for senior roles.
TDCX Thailand, a digital customer experience solutions provider, has announced the launch of a leadership training programme to upskill its customer experience professionals.
This comes following the accelerating pace of technology adoption in the wake of the pandemic, and increasing customer expectations for prompt and effective problem resolution, the company said on Monday (6 June 2022).
The programme will focus on critical thinking, problem-solving, and agility — with reference to a report by the World Economic Forum, TDCX notes these as "among the top skills that are needed by 2025".
As part of this programme, the group's employees will be equipped 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 coaching 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, an interactive and engaging platform that adopts gamification principles. FLASH Learn also provides employees the flexibility to access the training on-demand, at their own pace.
The press release states that "this is particularly important" as TDCX adopts a hybrid work approach.
Apart from the above, the training programme will also include in-person training to ensure that employees achieve the desired learning outcomes and apply them in their own roles. Employees will spend a total of 40 hours to complete the training programme — this is in addition to the training that is already directly related to their roles. In 2021, TDCX Thailand employees spent an average of 59 hours on training.
After completing the training programme, employees will be be able to put the skills acquired into practice through on-the-job training, and have the opportunity to take on more senior roles, the company noted.
Reinforcing TDCX Thailand’s commitment to grooming its people
The initiative, the press release highlighted, reiterates TDCX Thailand’s commitment to accelerating the careers of its people.
"Thailand is important in TDCX’s network of delivery centres in Asia, Europe, and Latin America, serving as a hub as the company eyes the fast-growing countries of Cambodia, Laos, Myanmar, and Vietnam (CLMV)".
In fact, 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% increase in revenue over the previous year.
Angie Tay, Chief Operating Officer and Executive Vice President, Singapore, Thailand, China and Korea, commented: "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."
Lead photo / 123rf