TDCX Acquisition, eNPS Insights, and Emerging BPO Hubs
In this episode, Miriam discusses TDCX's acquisition of Open Access BPO, examining market projections and the strategic significance of this move. She provides an overview of TDCX and Open Access BPO, highlighting implications for industry professionals. The episode delves into how digital transformation is reshaping BPO contracts and services, and explores AIDEC Digital's new BPO center, shedding light on Ghana's market potential. Miriam also covers Hyderabad's rise as an AI hub and its global implications. The discussion includes insights on understanding and improving Employee Net Promoter Score (eNPS), focusing on techniques and benefits of effective measurement. The episode concludes with final thoughts and a sign-off.
Key Points
- TDCX's acquisition of Open Access Business Process Outsourcing aims to expand its global reach and enhance service offerings in key verticals like fintech and healthtech.
- The integration of digital solutions such as AI, automation, and robotics into outsourcing contracts is becoming standard, requiring updates to BPO agreements to address transformation projects and IT security concerns.
- Focusing on Employee Net Promoter Score (eNPS) can significantly improve employee satisfaction and retention, leading to tangible business benefits such as reduced turnover and increased profitability.
Chapters
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Transcript
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