Google announced that it will improve its customer service by shifting call center jobs in-house, including expanding its in-house customer service centers in the Philippines and India, and through building a new one in Mississippi, US. The company’s headcount in operations centers is projected to grow from 1,000 to 4,800 by the end of 2020.
Google last year decided to bring some of its customer-facing operations back in-house by rolling out operations centers, call centers, and customer support hubs run by the company itself and operated by its employees. The success of the initiative has led Google to consider expanding its operations centers portfolio in the Philippines and India, and opening a new facility in Mississippi, a move expected to generate 3,800 jobs, said Troy Dickerson, vice-president for people operations at Google.
Dickerson also said Google has improved the remuneration and benefits for its customer support agents by providing them with three weeks of paid vacation, up to 22 weeks of paid parental leave, comprehensive health care, and free meals at work.