TCS, part of the Tata group, focuses on shaping the future through innovation, technology and the utilization of collective knowledge. It is a multinational organization based in India, with consultants placed in various countries around the world, with notable skills and expertise. They work diligently to provide technology solutions that resolve critical business challenges. TCS is also noted for proactive stances on critical global issues, resulting in recognition in various sustainability indices. It operates within business principles aligned towards achieving sustainable growth.
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1) Dedication to meeting our needs - The TCS team works to achieve the outcomes required, including working longer hours to meet tight monthly and quarterly timelines. 2) Adaptability to changing business - The TCS team has grown and shifted with us as our business has evolved over time. They have been side-by-side with us through changes in systems, service offerings, and market demands. 3) Strong tower leads - The TCS team has high-quality talent and the leads collaborate with our teams and provide guidance and oversight to their teams in productive ways.
Compartively less expensive
1) We built a strong relationship with TCS leadership that enables us to have open and candid conversations so that challenges can be solved quickly and effectively. 2) The excel at transactional, process based type work and have good ideas and good technology solutions/supplements that we've been able to implement. We've observed notable process efficiency improvement and improved business metrics in several areas as a result. 3) The breadth of expertise and service offerings that TCS has beyond Finance and Accounting support allows the organization to think about more true end-to-end process improvements and transformations.
1) Turnover - While not unique to TCS, turnover can present challenges. TCS professionally manages through changes in their team to minimize any business impact. 2) Ongoing SOP maintenance - Because the team is so strong, SOPs do not often need to be referenced in daily operations. The downside is that it can be challenging to ensure SOPs are kept current with any small modifications that happen over time. 3) TCS proprietary tools - The good thing is that TCS has found ways to be more efficient in certain areas by implementing tools and technical solutions. The challenge we face is that it means the onshore team has less intimate knowledge and understanding of how the new process works, since they have never completed those steps themselves.
High attition, service levels are not acceptable and bad
1) Staff turnover can be a challenge. Although TCS attrition is believed to be lower than BPO industry standard, the frequency of team turnover does still impact continuity of service delivery. 2) Performance of more complex work requiring judgement and business insight has been a challenge, and requires more support from the retained on-shore team than we envisioned. 3) Clear, concise and meaningful conversations can sometimes be a challenge, specifically around performance reviews. The volume and detail included in presentations can sometimes cloud the key messages and takeaways that our leadership team is looking for.