What is your company profile?
We are specialist in customer service interaction management. Today, our
company has moved from pure voice based solution to a host of other solutions
like chat, email, IVR etc. Some 20 years back, it was only face-to-face walk-in
in India. Now the means of customer interaction has changed and it's greatly
technology enabled. So we are specialist in the domain of those technologies and
process that drive that interaction process. Within this domain there are 7-8
blocks of technology. Starting at the very basic, it's IVR and then there are
bunch of other technologies like voice recognition and email-chat. Then there
are solutions that enable these sets of solutions. We help companies right from
the ground up including the design. Sometimes we go to companies to understand
their need and design the whole need; sometimes it's pure play consulting.
Sometimes we design the concept and also implement it depending up on whether
clients intend to continue collaboration with us or not. We do Greenfield
startups, outgoing centers, point solution, end-to-end, depending up on the type
of engagement.
Who are your clients in terms of verticals? What do you think
about retail?
BFSI and telecom companies are our major clients. Retail is something that is
still evolving but has a huge potential. We are in talks with a few of them but
we have not yet started our business with anyone of them. In this kind of
automated technology enabled customer interaction management, banks, telecom
companies have pioneered and most of our customers are in that space only, and
we have clients outside this domain too. We, in fact, built the first
arrival-departure information system for railways eight years ago. You will find
Servion's contribution wherever these solutions are deployed.
What is your approach to problems that is typically common to
BPOs?
In our 10 years of experience, we have formed a set of best practices for
different problems. With our rich experience, we are able to spot and identify
problems quickly, and suggest and deploy solutions. From our archive, we are
able to take up our plan and say this is what we would recommend given your set
of problems. Chances are that problems we spot are repetitive and can be
resolved by using some of the previous learnings. Our basic approach is to ask a
set of questions, understand our client needs and provide solution. In other
words, we are not a company that has a set of products merely to sell. We design
solution to suit our client's needs.
| With our
rich experience, we are able to spot and identify problems quickly, and
suggest and deploy solutions |
About talent crunch, what we have done is that we have prepared
a curriculum, and asked few institutes to start a course based on the
curriculum. However, it has not spread to the extent we would like it to be. By
focusing on self-service technology, we are helping to reduce the need of
additional staff.
What is your USP that differentiates you from your competitors?
We are end-to-end consultants; most of our competitors do not have that
capability. Most of them have fixed products for selling, whereas we find
solutions for problems.
Nilabh Jha
nilabhj@cybermedia.co.in
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