Google has announced it will hire 3,800 “in-house” full-time employees in 2020, including 24/7 hours of 24/7 customer service in India, after accusations that it relies too heavily on low-cost third-party temporary employees,media reported. To date, Google’s customer and user support services (e.g. phone calls, product troubleshooting, event preparation, etc.) at various back-end outsourcing centers around the world have been provided by third-party companies representing companies, including customer and user support services in India.
“In 2020, we will open Google operations centers in Mississippi and add new operations in India and the Philippines to expand the company’s footprint,” Troy Dickerson, Google’s vice president of operations, said in a statement Thursday.
In 2018, Google announced the launch of a pilot program to improve customer and user support services by creating internal jobs.
“Based on the positive reviews we have received, we intend to add 4,800 additional Google customer service jobs by the end of 2020, of which 1,000 will be located in our google operations centers,” Dixon said.
Employees at Google’s operations center will receive industry-leading wages and benefits, including three weeks of paid leave, up to 22 weeks of paid parental leave and comprehensive health insurance.
“Employees can also participate in local cultural clubs and eat for free in the cafeteria,” Google said. “