Customer engagement solutions provider [24]7 plans to hire 3,000 digital chat agents (DCAs) in the current fiscal for its Bengaluru and Hyderabad delivery centres.
“They will provide digital assistance to the world’s leading brands,” said a release from the company that currently employed around 7,000 DCAs.
The decision on raising the headcount comes in the backdrop of the increasing preference of consumers to interact through digital channels. For enterprises, digital channels delivered significant benefits by way of a reduction in repeat calling as well as the cost to service.
A growth in the demand for DCAs translated into career opportunities for engineering graduates and other tech-savvy millennials, possessing good communication skills, in the technology assisted space, the release said.
[24]7’s proprietary platform that uses artificial intelligence and machine learning is used to help the DCA understand consumer intent. The technology platform assists them by offering the right context, suggesting the next best actions and automating back-end tasks.
Thus, the DCAs are able to deliver performance on key metrics such as first-contact resolution, average handle time, sales conversion or NPS rating.
“[24]7 is making digital chat agent services key to the enterprises’ customer engagement strategy,” according to Animesh Jain, Chief Delivery Officer, India and Americas.
