Sophie Chelmick (TDCX): ‘We have developed a stack of groundbreaking CX tools to help our clients’ brand stand out’

Sophie Chelmick, Country Director Spain de TDCX

How do you define yourself at the business level? What distinguishes you mainly from your direct competition?

TDCX work on behalf of the world’s most loved brands to provide the best possible customer interactions in support or sales. We are the engine behind digital customer experience and we’re different because we truly have a talent-first culture and our digital innovations are groundbreaking.
Our customer experience hubs are a source of pride for our people. With state-of-the-art facilities decked out in vibrant colours and playful design, our employees often find a home away from home with us. We prioritise “third” spaces on our campuses: casual seating areas where our people can either collaborate on work and play or just have some quiet time for themselves.

You can find us from Singapore all the way to Spain. Our campuses are easily accessible and strategically located, ensuring that we have unhindered access to a pool of native talents.

We have developed a stack of groundbreaking CX tools to help our clients’ brand stand out. Compliance tools, custom research, augmented assessment centres and chat bots are just some of the tools we have created in-house in our digital innovation labs.

You have recently landed in Europe opening your offices in Barcelona. How was the stablishing process?

Not only is Barcelona the 4th most attractive city to work in the world according to the Boston Consulting Group but our new workspace is also based in the heart of Barcelona’s Silicon Valley in close proximity to some of the world’s leading tech companies. This location gives us access to a huge pool of the finest talent in Barcelona and provides us with plenty of opportunities to be at the forefront of innovation and networking.

The rationale for expanding into Europe was to give our global Clients the same high levels of performance and low attrition they enjoy with us in Asia. Barcelona seemed to tick all the boxes to meet this objective and is a real magnet for attracting European and global talent.

Beyond business-centric excellence, TDCX is happy to be a member of the @22 Network Association, a collective that fosters the conditions for a conscious and sustainable ecosystem of innovation in the city and leading events that positively impact its people, economy, environment and the city. We are thrilled to give back to the community by providing new job opportunities as well as to provide ongoing community support in Barcelona.

You affirm that your main objective is to improve the 360 ° customer experience. Can you detail what are the main solutions you offer?

Customer experience lifecycle is our speciality. We offer 24/7 customer engagement hubs supported by an extensive network of regional centres with multi-lingual talent servicing Asian, European and US markets in Customer Services, Content Moderation, E-Commerce, Tech Support, Trust & Safety, Inside Sales and Revenue Generation.

What is your customer target? Do you focus on a specific sector?

We are active in the sectors of Digital Advertising, E-Commerce, Technology, Travel and Hospitality, Automotive, Consumer Electronics and Fintech and work with various global brands in all of these sectors.

You have a program aimed especially at Startups. What are the facilities you grant them?

TDCX is cut from an entrepreneurial cloth; we are led by our inspirational CEO and Founder; Laurent Junique who intuitively recognizes opportunities for growth. Although we have been around for more than 20 years and have built up a robust business, our creative atmosphere is more aligned with a startup venture. This innovative DNA combined with our knowledge that Barcelona is a hub for investment and start ups led us to create a kick-start offering to start-ups with whom we have a cultural affinity. If we are willing to be an evangelist of their brand and can see their strong future potential, we will work with them – offering the same premium service that we offer our global clients but with a special start up package. The nature of the program allows TDCX to share our expertise with ventures new to the process and culture building behind excellent CX and also provides us with opportunities to form relationships and shared innovations with other, fresh digital innovators. After all many of our global clients also began life as small startups.

You give a lot of importance to the digital communities. What would be the main problems that companies have to face today in Social Networks?

Organisations today, however small, will invariably be users of social networks and the digital space and if they are not they are unlikely to be around for very long! We help companies and consumers navigate our client’s tools to optimise their business or lives – from digital advertising optimisation to protecting our children from the horrors of the internet.

How was your growth this year and what are your goals for 2020?

In November we won the GOLD award for “Best New Contact Centre” in Europe. This was an absolutely amazing moment for the team, we were up against some strong contenders with an impressive global presence. The award was vindication that we are on the right path, that our relentless challenging of the marketplace and ourselves is raising standards in our industry so ultimately we can deliver world-class customer experience to our clients and their customers – as well as an awesome experience for our employees.

We are not sitting on our hands after winning this award, we are already planning how we can continuously improve our execution for 2020 and continue our growth and expansion journey in Barcelona, Europe and beyond. The sky is the limit.