MS India aims to support 20% of premium clients' needs

HYDERABAD: Microsoft India says it is targeting 20 percent of the premium customers' support to be serviced from India. Having started the Global Technical Support Center (GTSC) in Bangalore in 2003, it now employs 500 support staff, and is the biggest support center in the APAC region.

According to Microsoft Global Technical Support Center (GTSC), MD - Asia Pacific Manish Sinha, "We have three-tier segmentation -personal level, professional level and enterprise level (constitutes premium customers). The Indian center started off with support for professional customers and having achieved higher customer satisfaction levels, we graduated to service enterprise customers too. Now we service professional and enterprise customers.

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"Presently, we contribute nearly two percent to the premium customers' support needs, but with the rate at which we are growing, I am sure that by next year we shall contribute 20 percent. The reason for targeting this ambitious growth is purely because of the faith in the quality talent available in India," added Sinha.

Microsoft has multiple support centers spanning across regions including China, Japan, America, Europe and Asia Pacific. It employs 5000 support staff to provide support for its 170 products in 40 languages. The Indian support center is measured as one of the fastest growing centers based on the customer satisfaction levels and operational efficiencies.