San Francisco/New Delhi: After facing criticism that the tech giant relies more on low-cost, third-party temporary workers, Google has announced to hire 3,800 “in-house” full-time employees in 2020 at various sites, including in India who will provide customer care support 24/7.
To date, customer and user support, such as answering calls, product troubleshooting, and campaign set-up, has often been supplied by third-party organizations on Google’s behalf at various back-end outsourcing hubs across the world including India.
“In 2020, we’ll be expanding our footprint by opening a Google Operations Centre in Mississippi, to join new and expanding sites in India and the Philippines,” Troy Dickerson, vice president, Google Operations Centre, said in a statement late Thursday.
In 2018, Google announced a pilot program to enhance customer and user support by bringing some of these jobs in-house, so the work is undertaken by employees. “Based on the great feedback we’ve received, we’re expanding by the end of 2020, we will have created more than 4,800 Google customer support jobs, including the 1,000 Google customer support agents already working in our Google Operations Centers,” informed Dickerson. (IANS)