US BPO firm mulls small offices in tier-II, III cities

Plans to raise India headcount by 2,000 next fiscal, including 700-800 for Hyderabad facility

Customer engagement solutions and service provider [24]7.ai has decided to sharpen focus on a hub and spoke model approach, one that could see the firm setting up microsites or small offices in tier II and III cities such as Warangal, Guntur and Mangaluru to attract and retain local talent.

One of the first BPO firms that over time also forayed into technology development to enhance engagement and experience of customers, of its client-firms, [24]7.ai decision is based also on expectations of hybrid work model – combination of work from home and office – is here to stay.

Of the 7,500 employees the US firm has across facilities in Hyderabad and Bengaluru — the two hubs with which the proposed microsites will be connected — nearly 15% now work from office. This number is expected to touch 30% — with the remaining 70% working from home — over the next 2-3 years.