Servion plans to explore opportunities in China

CHENNAI: Customer interaction management provider Servion Global Solutions plans to explore opportunities in China as part of its proposal to take up its services in that market, a top company official said today.

"We are looking at China. Of course, it is one of the tougher markets," Servion Global Solutions Managing Director and CEO K Balakrishnan told reporters here.

Due to various reasons, including the language barrier, China, Hong Kong and Korea were also "tougher markets" for the company to enter, he said.

Noting that developed markets have become "saturated" in customer service space,he said Servion has a presence in many "developing" countries in Asia Pacific region, apart from the US and Europe.

"India contribution is about less than 30 per cent (to the company's revenues)," he said.

Stating that the customer service level has gone up over the last several years, he said expectations from customers for better service is also more now.

He cited the example of booking a railway ticket years back and how it is being done today at the click of a button. "Technology has played a very significant role and today e customer service has improved a lot", he said.

He said Servion which predominantly provides voice support to its clients has also begun to provide service through multimedia. With the advent of social networking sites, the company is also making 'huge investments' in this space to offer its services.

Balakrishnan was here to announce the Custommerce Service Excellence Foundation, an independent trust set up to identify customer satisfaction level through a study - CINDEX.

"CINDEX will help to identify the customer service levels, provide pointers to the customer service industry, the areas need to be improved. The official launch of a study conducted through CINDEX will happen next week at Pune," he said.