TDCX Thailand Launches Training Program to Equip Agents With the Top Skills Needed By 2025

TDCX Thailand, an award-winning digital customer experience solutions provider for innovative technology and other blue-chip companies, today announced the launch of a leadership training program to upskill its customer experience professionals in the areas of critical thinking, problem-solving and agility. These are among the top skills that are needed by 2025 as identified in a report by the World Economic Forum.

The program is being launched as the pace of technology adoption accelerates in the wake of the pandemic and customer expectations for prompt and effective problem resolution increase.

TDCX Thailand’s training program will equip its employees 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 leadership and management skills to prepare employees for roles of higher seniority.

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One key enabler in delivering the training is TDCX’s digital learning platform, FLASH Learn. Interactive and engaging through the adoption of gamification principles, FLASH Learn provides flexibility to access the training on-demand and at the employee’s own pace. This is particularly important as TDCX adopts a hybrid work approach. According to a study², 71 per cent of employees expect access to online learning platforms for skills enhancement at their own pace when working remotely. The use of online learning also provides the company with analytics on how employees are responding to the training, allowing for refinement.

The program will include in-person training to ensure that employees achieve the desired learning outcomes and apply them in their roles. Employees will spend a total of 40 hours to complete the training program. This is in addition to training that is directly related to their roles. In 2021, TDCX Thailand employees spent an average of 59 hours on training.

After completing the training program, employees will be equipped with coaching, leadership and management competencies. Employees will then put these skills in practice through on-the-job training. They will also have opportunities to take on more senior roles.