Singaporean BPO debuts in Iloilo

Singapore-based business process outsourcing (BPO) provider TDCX Inc. is expanding its business in the Philippines through the establishment of its new office in Iloilo, with hopes of creating more jobs and securing more clients.

The company, which is listed on the New York Stock Exchange, recently opened its sixth office in the country in an effort to strengthen capacity to provide service to global English end-markets, including North America, United Kingdom, Ireland, Australia and New Zealand.

“The Philippines is known for its outsourcing capabilities and is an important node in TDCX’s network. Their highly skilled workforce, coupled with a hospitable  culture, makes the country a hotspot for us to hire the talent we need to resolve increasingly complex customer issues,” TDCX Philippines vice president for business strategy Eliza Acuña said in a statement.

The Iloilo office is seen by the company as a strategic anchor in an important area, anticipating the province to become an innovation hub by 2030, citing a report of the Department of Science and Technology.

She added that this new office in Western Visayas would supplement their Manila and Cebu operations, creating more job opportunities locally.

The company opened its Manila office in 2014 and its Cebu office in 2019. Since then, it has almost doubled its staff strength in the Philippines, which currently stands at around 6,900 people.

TDCX expects the outsourced customer services market outside of Southeast Asia to grow to $86.3 billion by 2025, which illustrates the magnitude of business potential in the next two years.

The company has signed on 25 new clients since January of this year, including a leading regional airline and one of Southeast Asia’s largest integrated car e-commerce platforms.

“As economies around the world recover from the effects of the pandemic and grapple with the current economic uncertainties, we are seeing increased demand for outsourced customer experience services,” said Acuña.

“The outsourced customer experience industry is increasingly important in the growing digital economy. As consumers live more of their lives online, their experience becomes a more significant factor in brand preference and loyalty,” she added.