[24]7.ai accelerating hiring in India

The customer-engagement solutions company has already expanded its workforce by almost 2,500 in the country

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[24]7.ai , the intent-driven customer engagement-solutions company has disclosed its plans to hire more people for its rapidly expanding workforce in India. The Company has already recruited almost 2,500 people — customer care executives for voice, chat and blended process, to cater to clients globally— taking its workforce strength to 6,000 + in the country.

The candidates are being picked up through social media, employee referrals, consultants and applications via job portals. A significant part of the onboarding and induction process has been managed online, and some of the new hires have already started to work on their assigned job functions.

Right now, more than 80 per cent of the Company’s staff is working from home and rendering support to their clients across the globe. Compatible computers, corporate broadband and mobile phone reimbursements from the Company have made it possible for the employees to work seamlessly from anywhere.

The Company has also provided ergonomic furniture to ensure that employees do not feel any physical strain while working from home.

[24]7.ai’s revamped employee-engagement programmes ensured that employees were protected from burnout and remained motivated.

Radio [24]7, an exclusive online platform for employees allows them to listen to their favourite music, performed by their own colleagues! Team members can request for songs, and the RJ entertains everyone.

Virtual award nights ensured that employees were recognized and rewarded for their performance.

A host of personal development programmes were also launched to help employees relieve stress, reskill and maintain a good work-life balance. Mental health awareness programmes, expert talks, yoga and meditation sessions (as well as regular health check-ups for employees onsite) were among the other initiatives that ensured that the employees remained charged and motivated.

A health office has been set up to monitor the health of all employees and their families.

Periodic audits help monitor the employee engagement and happiness quotient. While the employee-engagement scores were 80 per cent pre-Covid, it has jumped to 98 per cent during and after the lockdown!

Not forgetting their responsibilities towards the community, the employees have participated in huge numbers to provide daily essentials to people in need, distributed masks to the underprivileged, launched a laptop donation drive across India to help students attend online schooling, supported COVID-infected patients with access to healthcare and related information and also rendered support to the Bruhat Bengaluru Mahanagara Palike and Assam Government with their relief programmes.

As Animesh Jain, chief delivery officer, India and Americas, puts its, “We gradually shifted from survival mode to strategy mode and found an opportunity in this new way of working. In the face of this adversity, our people went beyond the call of duty to emerge as conquerors of the crisis. Our teams came together to support each other and discover ways to function in this new landscape. Today, this has become a way of life, and unearthed new opportunities for us.”

Nina Nair, senior vice president & HRD head, India & Americas, points out how “the pandemic made us aware that work is about what we do and how we do it and not necessarily about where. We have learnt that we are increasingly mobile and can execute with excellence, virtually.”

[24]7.ai uses artificial intelligence and machine learning to understand consumer intent, and the Company’s technology helps companies create a personalised, predictive, and effortless customer experience across channels.

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