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Is Google Bringing its Call Centers Onshore?

Google looks set to move its call center operations from offshore to onshore, with the search engine giant announcing plans to build its first “operations center” in the US state of Mississippi.

The center will be staffed with Google’s employees, and they will have access to a range of benefits, including medical coverage, three weeks of paid vacation, up to 22 weeks of paid parental leave and other perks like food.

The operations center will provide customer service and tech support in addition to assisting Google users in launching ad campaigns, the Silicon Valley firm stated in a press release.

This will be Google’s first so-called “operations center” in the United States, with the others located in India and the Philippines.

“This operations center will give us the opportunity to hire amazing local talent as we expand in the region,” says Troy Dickerson, VP of Google Operations Center.

The Mississippi center is apparently a part of the company’s push to bring more customer support jobs in-house. Over the next year, Google’s customer support workforce will reach 4,800. The operations centers have currently employed around 1,000 people.

Google’s customer support was handled by outsourcing services providers until 2018 when it decided to provide the service with in-house employees.

The move has surprised industry analysts, who had thought that Google would automate most of its customer service functions by creating more intelligent chatbots.

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But Google may not move all its operations center to the US, because its statement also speaks of expanding operations in India and the Philippines.

Narayan Ammachchi

News Editor for Nearshore Americas, Narayan Ammachchi is a career journalist with a decade of experience in politics and international business. He works out of his base in the Indian Silicon City of Bangalore.

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