Laurent Junique专访:勇敢追梦,把握数字化时代的全球机遇

    |     2020年12月23日   |   访谈对话   |     评论已关闭   |    1622

人物简介:

Laurent Junique先生是TDCX的首席执行官,曾获得2018年度安永企业家奖-外包解决方案奖,是全球BPO行业的领军人物之一。1995年,Junique先生在新加坡创立了TDCX提达客思,25年来一直秉持着他的企业家精神,在他的领导下,TDCX在新加坡、马来西亚、泰国、菲律宾、香港、中国、日本、西班牙、哥伦比亚和印度先后建成了现代化的运营工作空间。如今,TDCX是全球领先的外包业务服务提供商之一,也是众多全球最有价值的品牌巨头十分信赖的合作伙伴。Laurent Junique先生始终在发掘客户服务体验行业新兴的前景和潜力,Junique先生不懈地工作,以他创新和永不满足于现状的理念,稳固了TDCX在客户服务体验行业的领先地位,提供了众多影响深远的创新解决方案, 成为目前新加坡客户服务外包体验最大的品牌。

Mr. Laurent Junique is the CEO of TDCX, one of the global leading outsourced business services providers and trusted customer experience partner to some of the world’s most valuable brands.Seeing the burgeoning promise and potential of the industry, Mr. Junique worked tirelessly to overcome many challenges to become one of the region’s pioneers by establishing and instilling at the core of TDCX, a solemn promise to deliver innovative solutions that have a profound impact on today’s biggest brands. Mr. Junique built TDCX from the ground-up from humble beginnings in 1995, and his hands-on entrepreneurial drive that shapes TDCX, originates from those early days. Under his leadership, TDCX operates modern workspaces in Singapore, Malaysia, Thailand, Philippines, Hong Kong, China, Japan, Spain, Colombia and India.Mr. Junique emerged as one of the leading voices in the global BPO industry when he received the 2018 EY Entrepreneur of the Year – Outsourced Solutions Award.


《客户世界》:作为一名法国人,是怎样的机缘让您来到新加坡创业?可否跟我们分享一下您的心路历程?

As a Frenchman, what is the chance to start a business in Singapore for you? Can you share the journey with us?

Laurent Junique:当我1991年到新加坡的时候,距离现在已经29年了,我在学校里读书,当时我读的是商学院,在我还是学生的时候,亚洲小龙经济(Tiger Economies,是指按照日本模式的增长速度和出口导向型的经济体)正在被大力推行,新加坡的经济发展委员会也在大力推广发展经济。所以新加坡是一个安全的地方,外籍人士可以在东南亚这个不断发展的地区创业。这挑起了我的兴趣,我非常渴望,也很有冒险精神,我希望有一天能在新加坡工作创业。但毕业后我先去巴黎的联合利华工作了两年。两年后我意识到我必须实现自己的梦想。所以我就收拾了一下行李,来到新加坡。我开始寻找一些想法,做什么呢?当时设立公司时公司用的是另一个名字,我利用在巴黎电话营销的经验,之前做过的工作,包括我曾经做过领导活动经理,我是有一些在这个行业内的经验。1995年,我决定成立TDCX。

When I got into Singapore, it was 1991, it was 29 years ago from now. I was studying back in school, I did a business school, at the time when I was in the business school, there was a lot of interests, promotion around the tiger economies, and the economic development board of Singapore was promoting a lot. Singapore being a safe place for expatriates. A safe place to start a business around the growing region of southeast Asia, And that picked my interest, and I was very eager and adventurous, I was hoping one day I will get here. But after graduated I went to work for Unilever for two years in Paris. And then after two years I thought I have to realize my dream.. And I packed my bag and I came to Singapore, And I started to look for some ideas and what to do? When I set up at the time, TDCX it was a different name,but it was leveraging on my experience working as a telemarketer in Paris, and doing the job myself and also becoming later campaign manager, so I had some experience in the field, In 1995, I decided to set up TDCX.

《客户世界》:是什么原因,公司决定更名为TDCX? TDCX跟同行业其他的服务外包公司有什么不同吗?

May you share the reasons behind for the rebranding to TDCX? What makes TDCX different from other companies in BPO ecosystem?

Laurent Junique:我们把名字更名为TDCX 因为我们想反映我们业务是如何演变以及这些年来的是如何变化的。25年是很长的时间,现在我们的业务已经完全转型了,从最初的电话营销转向客户服务,现在我们做的是数字支持服务,所以TDCX真正的意思是数字转型客户体验。我们90%的客户都是数字新经济公司,我们希望在公司名中反映出这一点,同时我们也在帮助一些客户做数字化转型,他们需要我们的支持,这种支持可以涉及到制定新的客户体验策略,开发技术来支持他们的聊天框、RPA,来提高生产力及自动化。所以我们发现是时候要改一下我们的名字了,让它更能体现我们是什么,我们做什么,我们实际上是伴随着新经济和企业的成长一起成长,他们成长得非常快,我们的客户发展壮大的速度十分迅速,这太棒了 因为这加速了我们的成长.

We changed to TDCX, because we want to reflect how our business are evolved,how it has changed over the years. 25 years is a long time, and our business has really transformed completely from initially being in telemarketing to move into customer service, and now we are in digital support services.So TDCX really means Transformative Digital Customer Experience. 90% of our clients are digital new economy companies, and we want to reflect that in the name, but we also have a range of clients who are going through the digital transition, they need support from us, the support can involve developing a new customer experience strategy, developing technology to support them like chatbots, RPA, to improve productivity and automation . So we felt that it was high time to change our name, to make it more reflective of what we are and what we do, we are really riding on the growth of the new economy and businesses, and they grew very very fast, our clients grew very fast, that’s great because it’s leading us to grow very fast.

当我们几年前来到中国的时候,我们增加了一个新的目标,加强我们在行业内的社交圈,我们在亚洲已经很有影响力了,我们认为,我们的客户都是大型跨国公司,他们希望能够在中国发展自己的业务,这也将会是他们需要我们服务的地方。所以这就是我们在中国的主要目的。挖掘中国所提供的巨大机遇,同时也为我们现有的全球跨国客户提供服务。如今,越来越多的新的全球客户从中国涌现,我们希望我们能够将自己定位为客户服务,不仅在中国,也帮助他们在世界其他地区进行全球扩张。

When we came to China a few years ago, we added a new objective which was to strengthen our network, we are already very presenting in Asia, and we felt that our clients who are larger multinationals wanted the presence in China, and that’s where they would need our services. so that was the main purpose of being in China, to tap the tremendous opportunities China has to offer, but also to serve our existing global multinational clients. More and more nowadays, there are new global clients coming out of China, that we want to position ourselves for serving, not only in China but to help them in the global expansion in the rest of the world.

《客户世界》在COVID-19期间,TDCX的业务是否受到影响?TDCX采取了哪些措施来确保客户的业务在此期间不受影响?

Was there any impact to company’s operation during COVID-19? What are your actions to ensure the business of your clients are not impacted during this period?

Laurent Junique:当然,我们肯定受到了COVID-19的影响。很幸运的是,在中国,政府良好的管理和所有人的配合,使疫情得到了很好的控制。作为一家公司,我们与客户有一个业务连续性计划,所以我们能够在几乎不受干扰的情况下启动这个业务连续性计划。我们在中国的反应非常的迅速。我们还有中国以外的营业中心可以作为备份支持团队,也提供了便捷。同时我们还发布了很有趣的技术,让员工可以居家办公。我们在中国的一些特殊项目确实安排员工在居家办公了一段时间,但是很快我们就回到了办公室,在办公室里,我们采取了很多卫生方面的措施,在团队成员出入的地方,每天有3次喷洒消毒,同时我们也会保持社交的距离。这样保证了居家办公与在公司工作同时进行的可能性,它并没有影响我们的业务连续性,因为我们可以有人居家办公,有的人来到办公室,当然我们非常重视卫生和清洁的办公室以及我们员工的安全。但话说回来,疫情是个很大的挑战,是世界各地面临的挑战。财务状况受到了很大的影响 但是得益于我们的一些客户.所以,我们相比其他公司能够及时地扭转局面。

Absolutely, we definitely were affected by COVID-19. We were fortunate that in China of the situation was very well managed by the government and from all the people of China. As an organization, we have a business continuity plan with our clients, so we were able to activate this business continuity plan with limited disruptions to the business. We were able to operate very fast in transitioning in China. We also have the outside of China operations that can act as a backup to our team, that was very convenient. We also implemented some very interesting technology to enable work from home as well. So people could work from home, and we did work from home in China for a little while in some particular projects,but very quickly we went back to the office, and in the office, we put many measures in place for hygiene, with 3 times cleaning per day where the individual team members are involved. And then we also have social distancing, so a lot of distance and space in our offices, mix with the possibility of working from home, so that it didn’t affect our business continuity, because we could have people working from home, some coming in the office, of course, it has been very particular about hygiene and cleanliness of the office and the safety of our employees. It has been challenging, challenging around the world, suffered financially from the impact but we benefited from some of our clients. So, we were able to turn around in some markets better than others.

事实上,我们能够在COVID-19的情况下实现居家座席,在某些情况下需要48小时内处理突发状况,第一个使之能够实现的原因是技术已经足够完善了,这样我们可以探索许多不同的管理模式,我们不必所有时间都呆在办公室,这是其中的原因之一,在线对话的沟通的方式快速在增长,彻底改变客户与他们的品牌互动的方式。

The fact that we were able in the case of COVID-19 to work from home,in some cases, within 48 hours, the first confirmation is that technology is ready,to explore many different management models, and we don’t have to be in an office all the time, so that’s one of them,but also, the growth of chat as a possibility to communicate,as also revolutionize the way customers interact with their brands.

对我们来说,我们需要适应并且能够提供与对话技术发展对口的人才,但同时也要在后台提供数据分析,通过大量的对话数据分析,我们可以分析消费者到底想要表达的是什么,这样我们就可以更好的为消费者提供服务,所以今天在各个层面都有这么多的机会,利用技术不管是在中国还是在世界其他地方,我们都是这一切的中心,再加上数字公司快速的业务增长,也推动我们更快的发展。我刚才讲到COVID-19,我们投入的技术工具如何确保员工居家办公时的数据安全,我们通过技术提升完全涵盖并解决了这一点,危机前我们可能在这些方面没有百分之百的准备但是现在已经准备好了。

For us we need to adapt to be able to deliver the right talent for chat,but also provide the right analytics behind it, and there is a lot of the analytical aspects of chat,so we can serve them better. There are so many opportunities available today at every level, leveraging technology whether it is in China or the rest of the world,and we are the center of it all,plus the growth of the business in the sense of digital companies is pushing us to drive faster. I was talking about COVID-19, again, the technology, tools we put in place, how do we make sure and ensure data security working from home,are something we absolutely covered in our technological enhancement,We are probably not 100% ready before the crisis but now it is.

《客户世界》:您是怎么看待中国市场的?未来在中国,TDCX又有怎样的发展计划呢?

What is your view about China marketing? What is TDCX’s development plan for China?

Laurent Junique:我们在全球9个国家有23个站点,在中国,具体来说我们的运营基地在北京和上海,未来我们会在其他城市部署运营站点。在全球我们大概有10,000名员工,真正能帮我们结合在一起的是我们有一个非常特殊的组织架构,对此,我们公司的核心就是人力资源部门。我们公司要真正的选择和吸引最好的人确保我们吸引到最好的人,对于这一点,我们在雇主品牌方面让自己非常有吸引力,而雇主品牌包括我们所在的地点的选择。这对于想要为我们工作的人员来说有很强的吸引力,同时对于整个候选人的体验员工体验对我们来说同样是非常珍贵的。这也是为什么我们的人力资源部门在吸引合适的人员方面发挥着很重要的作用。

We are in 9 countries around the world, 23 sites. And in China, specifically we are in Beijing and Shanghai,we are looking at other cities in the future. We have about 10,000 employees around the world,and what really keeps it all together is a very specific structure in place,and the cements of the company is our human resources. Our company is about really selecting and attracting the best, making sure we attract the best. For that, we make ourselves very appealing in terms of employer branding. And employer branding includes the choice of locations where we are located. It got to be attractive for talents who want to work for us,but also the whole candidate experience, the whole employee experienceis very dear to us. and that is why our HR department is super important in attracting the right people.

那么,一旦我们做到这一点,我们就需要对他们进行培训,所以我们培训部门的学习和发展是非常重要的,尤其是在COVID-19期间,我们在学习和发展上投入了很多,我们在LinkedIn-learning上做了很大的投入,这样我们就可以将员工没有通勤的时间转换成学习和提升技能的时间。然后我们需要管理这个团队,一旦我们发现我们把一颗原石打造成珠宝,我们要将它镶在一个非常漂亮的底座,这就是我们的管理系统,利用技术管理技术进行辅导进行分析绩效管理薪酬和福利,所有的一系列的活动,我们把它放在了一起。我们提供服务的最后一个方面是联结,与我们的客户联结为他们提供围绕客户体验的项目咨询,这个循环是一个正向循环,最终的受益者将会是我们的客户。

Then once we do this we need to train them, so our training department, our learning and development is very important,especially during COVID we invested a lot in learning and development, we invested in LinkedIn learning . so that we could replace the time that our employees didn’t commute into learning and upgrading the skills, and then after we need to manage this team,once we found this rough diamond, we turn them into gems,we have to mount them in a very nice setting, and that’s our management system,that leverages technology, management technology for coaching, for analytics performance management, compensation and benefits . a whole range of activities that we put in place. And finally, the last aspect of our service delivery is connecting. So, connecting with our clients, providing them with consulting around their programs,the customer experience, it gets better and better. And then at the end of the day, the customer benefits.

《客户世界》听说法国人的生活节奏很慢很惬意,您是怎么适应亚洲国家快节奏的生活的呢?

Slower pace of life and live in the present is a well-known French lifestyle, how do you find yourself adapt to the fast-paced life in Asian countries?

Laurent Junique:这是一个非常好的问题,谢谢,我很喜欢关于文化的问题,我在这里待了很长时间,亚洲就是讲究效率,快速高效地完成事情,欧洲的工作节奏没有亚洲那么快,但是我非常享受在这里的时光,我们有丰富的员工文化,我与团队成员的关系非常好。但是我想说一些其他的方面,关于企业文化。

It’s a very good questions, thank you, I love this question about culture,I’ve been here for a long time. Asia is all about efficiency, getting things done fast and efficiently,and coming from Europe sometimes I think things are not moving as fast as quickly as it does in Asia,but I enjoy my time here very much, the employee culture,the relationship with our team members is fantastic . but I want to bring some additional aspects, maybe in terms of the enterprise culture.

这就涉及到我们是如何关心员工,如何为他们创造一个梦幻般的工作环境,让他们在工作和生活之间取得平衡,既要有效率,又要有思维敏捷,所以我们大力鼓励高效工作,当然也要努力工作,我们提供舒适的工作环境并且努力提高员工满意度。当一个新员工第一次加入我们的时候,和加入其他公司相比会有非常不同的体验。比如说,我们第一天上班会玩游戏,今天在新加坡是星期一,就有一个就职仪式,员工会受到这种热烈的欢迎仪式,还有早餐,我们会花很多时间去了解我们这个组织的核心价值,相对于过去先从学习入职手册和人力资源的规章制度开始这非常不同。

A lot of TDCX is about employee wellness and how we care for our employees and how we create a fantastic workplace for them,so that they want to work, and work life balance with efficiency, but smart work. so we are really encouraging smart work, hard work for sure, but in a great working environment and a lot of wellness. So, when a new employee joins us for the first time, is really going to have a different experience comparing to join other company. For example, we spent our first day at work playing games, Today on Monday in Singapore, There’s an induction and the guys are going to be welcomed with breakfast, and we’re going to spend a lot of time learning about our core values as an organization, As oppose to in the past, it was a lot about the staff handbook and the HR rules and regulations.

与支持我们的共享服务技术有很大关系,您之前询问了公司提升工作效率的核心部门,我提到是我们的人力资源,他们有能力选择和招聘并且吸引合适的人才,这是极其重要的。特别是对于奢侈品行业的客户,他们有非常高的期待值。所以能够使我们的工作吸引到有才能的人才非常重要,特别在中国我认为对人才的要求很高。在亚洲的许多国家,对优秀人才的需求很多,他们中的很多人有兴趣加入一家新兴的数字公司或初创公司,因此我们需要定位自己来吸引最好的人才,当他们加入我们时,他们会觉得是一家不断成长并且有趣文化公司的一份子。

A lot has to do with the technology that supports our shared services, you were asking me earlier on about the core functions of the company that drive performance. And I mentioned human resources, very much the ability to select and recruit and attract the right personnel, it is extremely important,especially for the luxury sector of our clients who have very high expectations. So, the ability to make our job appealing to high talented personnel. especially in China where I think talent is very high in demands. In many countries in Asia there is a lot of demands for great talent, and a lot of them are interested in joining a new digital company or start-up,so we need to position ourselves to attract the best talent. When they join us, they feel really part of something that are growing and interesting.

例如,我们开发的招聘工具将招聘周期缩短50%,这对公司产生了巨大的积极影响,并为应聘者创造更好的体验我们的流失率低于30%低于行业的平均,是我们能够为客户提供优质服务的条件。反之,如果我们的员工素质低下、人员更替率高,将难以满足我们客户的高需求。这其实就是这个游戏的规则,完美的地理位置,舒适自在的工作空间,先进的数字化技术吸引最好的人才,并且能够保留住人才再加上我们的管理和技术的支持,使员工能够到达一个新的水平。

The tools we developed to enable this really make a huge difference, by cutting down the cycle time of recruitment by 50% for example. And create a better experience for the candidates, our attrition rate is less than 30% less than the market, these are the conditions where you can provide good quality service. If you have continuously lower quality personnel with high staff turnover, is going to be difficult to meet the demands of our demanding clients. So that is really the name of the game, great locations, great workspaces, great know-how in attracting the best, and retaining themand managing them, taking them to the next level supported by great technology.

 

记者:赵溪

本文刊载于《客户世界》2020年12月刊。

转载请注明来源:Laurent Junique专访:勇敢追梦,把握数字化时代的全球机遇

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