After facing criticism that the tech giant relies more on low-cost, third-party temporary workers, Google has announced to hire nearly 3,800 “in-house” employees in 2020 at various sites including in India who will provide customer care support.
To date, customer and user support, such as answering calls, product troubleshooting and campaign set-up, has often been supplied by third-party companies on Google’s behalf.
“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 programme 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.
Agents at Google Operations Centres would receive industry-leading wages and benefits, including three weeks of paid vacation, up to 22 weeks of paid parental leave and comprehensive health care (medical, dental and vision coverage).
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