Businesses are becoming increasingly aware of the growing impact that customer experience has, as seen by the massive rise in search for call centre and remote customer service jobs since pre-pandemic times. Indeed data indicates a 498.40 per cent growth in job postings and an impressive jump in jobseeker engagement between January 2020 and 2021.
In part, the surge was caused by the pandemic necessitating more virtual customer service jobs representatives, the exponential growth of quick-commerce platforms and the app economy.
As a result of the emergence of work-from-home as the dominant work model, gig work also grew during this period.l
The job market over the past year has shown a moderate drop in both job postings (by 73.50%) and jobseeker interest (by 64.50%) as the economy opens and on-site jobs resume.
“Especially in a post-pandemic world, there is definitely a growing need for professionals who can manage customer interactions with empathy and efficiency, while also possessing the technical expertise to work with emerging technologies like artificial intelligence and machine learning,” said Sashi Kumar, Head of Sales, Indeed India.
Due to its large pool of skilled workers, lower operating costs, and proficiency in English, the country is also a preferred destination for call centers and customer support outsourcing.
In this segment, Bangalore leads with 19.14 per cent of all job postings, followed by Delhi (9.33 per cent), Mumbai (9.11 per cent), Chennai (8.33 per cent) and Hyderabad (6.31 per cent).
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