[24] Prioritizing Customer Service Excellence, Innovation, Diversity, & Inclusion

Nina Nair,  CHROGiven the advancing technology and business competition, corporates and industries are evolving quickly. Especially, in the dynamic realm of customer experience solutions, where satisfaction and seamless inter actions reign supreme, [24] stands as a beacon of innovation and commitment. The inception of [24] marks a significant milestone in the evolution of customer service solutions. Founded in 2000 by P. V. Kannan and Shanmugam Nagarajan, [24]7. ai embarked on a visionary mission to redefine customer interactions, driven by an unwavering commitment to delivering delightful experiences. Today, with over 15,000 dedicated employees and a robust presence serving more than 250 leading brands worldwide, [24] has cemented its position as a global leader in the industry. The positive strive to leverage AI-driven technologies has propelled the company to the forefront, redefining the standards of customer interaction and setting new benchmarks for excellence in the industry.

The Overwhelming Appreciation through Awards & Recognition

Throughout its journey, [24] has garnered widespread acclaim and recognition from industry experts. Notable accolades include being hailed as a recognized BPO provider by Forrester, receiving the BPO of the Year award from CCW, and clinching the esteemed Future of Work Agent Experience Award by TMC. It has also been awarded by the Great Place to Work Institution for six consecutive times as a great place to work in several categories. [24] has been the ‘India Winner 2020’ and ‘APAC First Runner up 2020’ for COVID-19 Action in 2020 from around 400 companies across 17 countries, 2nd Runner-up for the UN Women India WEPs Award in the category of Leadership Commitment in 2023 (received by Nina Nair, CHRO, [24]

In the last year alone, i.e., 2023, it won the DivHERsity Awards 2024 for the Top 20 most innovative practices in DivHERsity Hiring, the Diversity, Equity & Inclusion Awards by the HR Association of India, and the Top HR Innovators Award at the 22nd Edition of Asia Pacific HRM Congress & Awards. These accolades underscore [24]'s dedication to innovation and excellence, validating its position as a frontrunner in the ever-evolving landscape of customer service solutions.

Innovative Training & Customer Experience with Gen AI

At [24], a critical focus is laid on providing the agents with the best learning experience which goes beyond memorization and helps prepare them for known and unknown issues, with the power of critical thinking. “The launch of Generative AI on top of advancements in large language models has unearthed huge possibilities in the space of AI-enabled contact centers. With the safety net provided by the agents evaluating AI recommendations, we can mitigate the potential risks associated with the evolving technology. Using AI-generated customer simulations, we prepare our agents to deal with various user personas coupled with
popular contact types. This helps them to seamlessly blend in when they hit production and helps reduce the time to peak performance”, says Nina Nair, CHRO, Global BPO Business on the usage of Gen AI in the organization.

Driving DEI & Industry Changes through Initiatives

The single most important priority through diversity is creating equity and inclusion. From a new employee who joins the organization to the tenured folks, [24] believes that inclusion is the key for the organization to achieve its vision and mission. It has kept its diverse and inclusive culture central to the company’s success. Moreover, its recruitment efforts are also focused on attracting top talent, with a particular emphasis on gender balance. The company is proud to announce that 41 percent of its employees are women. [24]’s commitment to gender diversity is reflected in its initiatives too, such as setting up incubation hubs at campuses, offering consultative hiring for women in tier-II and tier-III cities, and providing relocation support. Through these efforts, it aims to create an environment where everyone feels valued and empowered to contribute their best.

“Our commitment to diversity, equity, and inclusion extends beyond our internal practices. We actively engage with industry partners and organizations to drive change and foster a more inclusive environment within the customer experience industry. Through initiatives revolving around mentorship programs, partnerships with diversity-focused organizations, and participation in industry forums, [24] is fostering the charge in promoting diversity and inclusion within the industry”, says Nina Nair.

The Comprehensive Emphasis on Employee Development

In addition to its recruitment initiatives, [24] prioritizes employee development through comprehensive training programs and leadership initiatives. Its programs such as Elevate, Edifice, Founder's Forum, and WomEnable for leaders empower managers and emerging leaders to excel in their roles and drive organizational success. On par with these programs is the company’s unique initiative IOE (Institute of Operational Excellence), a learning program designed to help leaders across all levels enhance employee performance and improve retention through focused attention on critical leadership behaviors. The program has been an immense success in its Latin America and Asia geos and it is hopeful to continue seeing the growth of its people through all these initiatives.

Compensation & Benefits

Recognizing the importance of attracting and retaining top talent, [24] offers competitive salaries, incentives, performance bonuses, event-based allowances, and comprehensive healthcare coverage. Additionally, employees enjoy perks such as transportation assistance, access to onsite gym facilities, and a well-stocked library, fostering a culture of enjoyment and camaraderie. The company also conducts an annual event called ‘The Benefits Carnival’ to ensure all employees are aware of the numerous policies and benefits at their disposal. Moreover, there are a unique set of policies in place to support the employees in need of additional/extended leave, support, or care.

A Step towards CSR

The [24] Foundation is the company’s initiative to make a difference where it matters the most, i.e., ‘community upliftment’. From empowering youth and women to supporting education and health initiatives, the company has focused on helping society from its roots. And this is only the beginning. With programs like Nirmalaya (sanitation initiative for the girl child in schools), Anganwadi Development, Child Prodigy Program, Udaan (a skill development initiative to help youths be employment-ready), Women Empowerment in association with the Rashtrotthana Trust, and Sri Sri Rural Development Trust, to name a few, the company is driven by commitment and anticipation for what lies ahead.

Future Roadmap

For [24], customer service excellence is a daily practice rather than a rare achievement. Through its steadfast dedication to innovation, inclusivity, and people-focused endeavors, it consistently strives to reshape the benchmarks of excellence within the customer experience sector.

“As we are growing further with an unwavering dedication to our mission of delivering great experiences, we are excited to see what comes next! But one thing that we are very sure of is that great customer experiences can only be designed by great employee experiences. Happy employees make great companies, and as dedicated as we are to our clients and customers, we are equally focused on our employees too”, signs off Nina.