Our AI-powered platform designed to help customer service (CS) agents accelerate their speed to proficiency and to increase productivity.
Optimize Your Success
At TDCX, we understand the critical importance of accelerating the proficiency of your customer experience teams. That's why we've developed TDCX FastTrack, a comprehensive solution that harnesses the power of Artificial Intelligence to supercharge learning speeds and enhance overall team performance.
Through TDCX FastTrack we can help clients:
Reduce the time for new agents to become proficient
Provide real-time support for agents for improved first-call resolution
Expedite, standardize and scale quality assurance (QA) activities
Gain insight into performance drivers and improve productivity
Implement across markets with multichannel and multilingual capabilities
Why Choose
Proven Results
Our solution has a track record of success, delivering tangible improvements in team proficiency and customer satisfaction.
Expert Support
Benefit from our team of experienced professionals dedicated to ensuring the success of your implementation.
Scalability
Whether you're a small team or a large enterprise, TDCX FastTrack can scale to meet your evolving needs.
Key Features
AI-Powered Learning Acceleration
Our cutting-edge AI technology facilitates rapid learning, enabling your teams to reach proficiency in record time.
Quality Assurance Enhancement
TDCX FastTrack ensures consistent quality across interactions through AI-assisted quality assurance, maintaining high standards of service excellence.
Performance Benchmarking
Gain insights into your team's performance metrics and benchmark against industry standards for continuous improvement.
Real-Time Support and Coaching
Our framework provides real-time support and personalized coaching, empowering your agents to excel with on-the-spot guidance.
Modular Approach
Tailor the solution to your specific needs with our modular approach, allowing for seamless integration into your existing processes.
Benefits
Reduced Onboarding Time
Cut down the time for new agents to become proficient, saving valuable resources and accelerating time to productivity.
Standardized Quality Assurance
Ensure consistent quality across all interactions, building customer trust and loyalty.
Insightful Performance Analysis
Gain deep insights into performance drivers, enabling targeted interventions for improved productivity.
TDCX FastTrack - Your AI-powered solution for customer service excellence
Revolutionize performance and elevate customer satisfaction with this AI platform.
Inside TDCX FastTrack - Unveiling the vision behind the AI supertool
TDCX Senior Director Lianne Dehaye talks about FastTrack from inception to execution. Discover how the platform transforms customer service and its unmatched benefits.
How It Works
TDCX FastTrack leverages machine learning and AI algorithms across various processes:
Quality Assurance
AI-Assisted QA & Performance Feedback Loop
Leverage a combination of ML and Gen AI to automate the QA process and increase sampling volumes to build confidence in performance scoring.
Use Advanced Analytics to determine proficiency levels and profile agents based on their tenure & background.
Benchmarking
Performance Benchmarking with Data Analytics & ML
Establish performance benchmarks and measure a Newbie’s progress against what high performance looks like.
Monitor the Agent’s learning journey across the employee lifecycle and gain performance insights over time.
Performance Levers
Smart Solutions to Maximize Agent Performance
Personalized learning & Smart Assistant: Partner with L&D to design personalized training programs & build a robust KB to address skills gaps.
Real-time coaching: Team leads to offer dedicated coaching and additional support.
Proficiency-based routing: Product and program prioritization based on Agent’s proficiency scores.
Process changes: Implement change
Quality Assurance
AI-Assisted QA & Performance Feedback Loop
Benchmarking
Performance Benchmarking with Data Analytics & ML
Performance Levers
Smart Solutions to Maximize Agent Performance
Real-time Agent Assist
A conversational AI Knowledge Base (KB) capable of real-time audio transcription, natural language responses and curated recommendations.
Searches driven by humanlike questions and answers
Ready-to-be-used conversational responses
Quick searches in a consolidated information bank
Multilingual support for transcription and translation of up to 99 languages
Suggest recommendations from past learnings and historical data
Quality Assurance
Benchmarking
Performance Levers
