Hyderabad: US-based customer engagement solutions provider [24]7.ai is raising up its hiring in Hyderabad from 2,000 now to 2,500 by March 2022 and about 3,300 by March 2023 at its centre in NSL SEZ in Uppal. Presently, the company’s Hyderabad team provides chat and voice-based services – sales, customer service, tech support etc. The team manages the entire customer lifecycle journey for global Fortune 500 companies – across telecom, retail, technology, healthcare sectors. The company set up its operations in Hyderabad in 2003.
Moreover to tapping the talent pool in Hyderabad, the company will also hire employees from towns such as Warangal and Karimnagar in Telangana and Guntur and Visakhapatnam in Andhra Pradesh, said Animesh Jain, chief delivery officer, India and Americas, [24]7.ai.
Changing models:
Over the last 18 months, the company has executed systems and processes that allow employees to work from anywhere. The company managed to shift to work from home mode within five days of lockdown. Today, 15 per cent of its employees are working from the office while 85 per cent are working remotely. This ratio may change to 30:70 in the next 12-24 months.
Jain added, “A lot of clients have approved the hybrid model. And a significant portion of the employee base will continue to work remotely till the pandemic situation eases. There have been some conversations on differential pricing with the clients in the new normal.”
The company which has seen 25 per cent growth last year both in terms of revenues and manpower base is expecting to see at least 20 per cent growth this fiscal. Globally, the company employs 17,000 people, of which over 7,500 are in India with operations in Hyderabad and Bengaluru.
Microsite Strategy:
The company which believe in the strength of hub and spoke model, is trying to create smaller centres pan-India called ‘microsites’, which may have a 50-100 seat capacity, which have the potential to emerge as full-fledged centres later in future. It has set up a microsite in Shillong in India and two such centres in The Philippines.
The company is seeing attrition at a rate of two per cent every month against the industry average of 4-6 per cent, he says.
The company has increased the women employee ratio in the workforce from 29 per cent to 34 per cent in the last 12-18 months and plans to take it to 40 per cent in next 12-14 months.
