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[24]7 Inc, a business process outsourcing company, is going to hire 3,500 people this year. The firm, which currently employs 14,000 people, will recruit 1,500 more in the current quarter for its operations in Bengaluru and Hyderabad.
“We have transformed the firm in the last five years from a predominantly voice-based services company to digital customer engagement services company.
“The new resources will also be equipped with skills to engage customers of clients over digital channels,” Animesh Jain, Chief Delivery Officer of [24]7, told BusinessLine .
To hire more in IndiaBesides the US and India, the firm has bases in Latin America and the Philippines. It has about 5,000 employees in Bengaluru and 1,000 in Hyderabad, with the remaining working for the other locations.
“The India staff strength will go up to 7,500 from 6,000 in three months. Bengaluru will get 1,100 and Hyderabad 400 more employees this quarter,” he said.
He said about 750 of its staff in the [24]7 iLabs are working on technologies and solutions that are built on Big Data analytics. “We spend 15-20 per cent on research and development and on building technologies to simplify interactions between the customers and clients,” he said.
The advent of smartphones and increased internet penetration have changed the way customers communicated with the service providers in the banking, insurance, retail and automative sectors. “People call you because they have a grievance. They want it to be resolved quickly. This is possible only when you are able to understand and predict their queries. We bring in predictive analytics to anticipate the questions and solve them quickly,” he said.
The firm claims to handle 1.5 billion conversations annually for its customers across the world. “There is a definitive shift from channel-centric engagement to intent driven engagement. Our platform and applications use big data and predictive analytics to understand customers,” he said.
Founded by PV Kannan and Shanmugam Nagarajan in 2000, the firm is still held privately, the firm has 5,000 dedicated ‘chat agents’. He said chats over the web would make thinks easier both for customers and clients. While customers get quick resolution of their grievances, clients could handle more queries over the digital channels.
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