Servion Global Solutions, a Chennai-based provider of customer interaction management (CIM) solutions, is planning to open a subsidiary in Thailand in January 2013 to capitalise the booming call centre industry in that country.
“There has been a huge change in consumers’ interaction with brands over the last few years. Companies today are grappling with managing constantly-changing expectations and operating numerous touch points created to connect with consumers, be it over the Internet, via telephony, on ground or other ways,” Abhijit Banerjee, vice-president (Asia-Pacific operations), Servion, said in a release on Wednesday.
With the contact landscape changing dramatically and frequently, it is extremely difficult to stay ahead of the curve and not lose focus of the core business. With the office in Thailand, Servion will help organisations do exactly that – stay focused on their core business, he added.
According to a report by global research firm Frost & Sullivan, the Asia-Pacific call centre industry has been growing steadily at a compounded annual growth rate of 10.5 per cent. The total number of call centre seats in the region is expected to reach three million by 2014 in a market valued at $1.31 billion, up from 1.7 million seats in a market valued at $665 million in 2008.
Servion, which has more than 600 customers and over 1,000 installations spread across 60 countries, currently garners around 25 per cent of its revenues from Asia-Pacific, its second-largest market after the US. With the addition of the Thailand operations, the company expects to grow its Asia-Pacific revenues by another 25 per cent.
