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