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TDCX's highly-digitised workspace overcomes attrition

Updated: Sep 23, 2022

INTERVIEW: Transformative Digital Customer Experience (TDCX) Group Chief HR Officer Lim Chee Gay previously spoke about how employer brand-building and employee value proposition work hand-in-hand to deliver quality customer experience, with the aid of digital hiring and HR management tools.

This time, Chief of Staff Asia asked Lim about the future of Business Process Outsourcing (BPOs), the employment outlook, and TDCX’s best practices post-pandemic.

Attrition and retention have been predominant issues in BPOs, but Lim is optimistic about the industry’s outlook as far as eight years ahead.

“In 2021, BPO’s projected growth until 2030 is almost 9.1%, compounded. In other words, this is the industry that will continue to grow,” Lim explained.

“Our talent will be the key, especially in the digital economy. So that is the whole reason why we continue to be able to attract our talent. We should be able to retain our talented organisation.”

TDCX’s strategy is to partner with universities to open doors to newcomers in the field, Lim said.

“We believe we have a structured program that can enrich fresh graduates in our environment. That's one strategy for how we win talent,” he said.

“This will be a continuous and intense effort. As I said previously, the ‘Great Resignation’, growth, and searching for the same kind of talent will remain challenging.

“In TDCX, we continue to invest in our people, in our employee, and employer branding.”

Post-pandemic, employees are performing their job differently. But at TDCX, Lim said its best practices increased productivity.

He said this boils down to digitised processes that allow employers to know their employees through data insights.

“We want to be the best in our talent acquisition. To do that, we need to ensure we have recruiters' competency and a very lean hiring process,” Lim noted.

“That's the technology investment we've been pursuing end-to-end. We have a lot of tools that we develop ourselves just to be agile and able to address and respond to the business and the clients’ expectations.

“The other one is to enable our employees to be resilient. TDCX is known for this, that we are ready for the job and can respond to our client's needs at any time.

“We are also working on flexibility. Our end goal is to continue to hire and be able to retain employees and not stick to a one-size-fits-all in addressing all these.”

Lim pointed out that one way of doing this is by relocating employees to its branches overseas when there is a need for talent.

When asked whether a remote or hybrid workplace works best, he said it depends on the business and TDCX’s role.

“Some (work can be done more) productively and efficiently from the office, while others from home. We have guidelines for these modes of work. We empower our leaders to decide what is best for the business.”

According to Lim, technology is used in either remote or hybrid work.

Since the workplace is now digital, keeping it ”human” is a challenge that needs addressing, the HR leader said.

“This is an area we are working on. We want to make sure we continue diversity, equity, and inclusion (DEI) by focusing on our employee experience and building our managers.

“Our culture is rich in mentoring and coaching. We want to make sure that all our leaders have coaching ability. We drive wellness and well-being, especially on mental health issues,” Lim added.

This feature was extracted from Chief of Staff Asia's exclusive interview with Lim Chee Gay, Group CHRO of TDCX. For further coverage please see the below link:

TDCX, a people-first company, group chief HR officer says

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