Singapore-based BPO opens office in Iloilo

TDCX, a Singapore-based digital customer experience (CX) solutions provider for technology and blue-chip companies, has continued its expansion into the Philippines with the opening of a new office in Iloilo.

The Singapore-based business process outsourcing (BPO) firm said this is TDCX’s sixth campus in the Philippines. The company said this campus strengthens the company’s capacity to serve global English end-markets, such as North America, United Kingdom, Ireland, Australia and New Zealand.

TDCX said its Iloilo office is anticipated to be a gateway into the country’s upcoming innovation hub.

“Iloilo is anticipated to be an innovation hub by 2030. TDCX’s strategic expansion into Iloilo enables it to entrench itself in the local innovation ecosystem and work with other stakeholders to enhance the outsourced customer experience industry’s competitiveness on the global stage,” the Singapore-based BPO firm said in a statement on Wednesday.

TDCX’s Iloilo campus is located at Robinsons Cybergate Iloilo Tower 1 in Pavia.

During the press briefing held in Mandaluyong on Wednesday, TDCX Philippines Vice President for Business Strategy said Iloilo has matured in the BPO space. She noted that there are 25 BPO firms in Iloilo currently employing around 50,000 residents.

Meanwhile, Acuña underscored the importance of leveraging the booming digital economy and its crucial role in the industry.

“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,” Acuña said.

“Hence, this is a very exciting time for our industry and our people. With our positive work environment, attractive client roster and interesting and fulfilling work, we look forward to growing with our people and equipping them with future-ready skills that will help them stay competitive in the new economy.”

TDCX said it works with new economy clients from digital advertising, e-commerce, online travel and hospitality, consumer electronics, fintech, gaming and other technology-enabled sectors.

According to a report by the World Economic Forum, new economy jobs are emerging professions that reflect the continuing importance of human interaction. The report also noted that demand for both “digital” and “human” factors in the professions of tomorrow is driving greater demand for roles such as customer success specialists.

In the first half, Acuña said during her presentation that a quarter of the company’s business comes from the Philippines.

She also noted that 25 percent of the Singapore-based BPO firm’s total revenue came from the Philippines while 30 percent came from Malaysia. Singapore accounted for 22 percent of its revenue.

In the first half, she said the BPO firm has already onboarded 25 new clients “that is about three times more than what we have acquired ..new clients in the year before.”

TDCX employs more than 17,000 employees across 26 campuses globally, specifically Singapore, Malaysia, Thailand, Philippines, Mainland China, Hong Kong, South Korea, Japan, India, Romania, Spain and Colombia.

The BPO firm opened its Manila office in 2014 and its Cebu office in 2019.