Popular food delivery company Zomato has reportedly fired 600 of its customer support employees. Most of these employees are based in Gurugram and Hyderabad.
The termination of these employees comes after Zomato had, as per reports, hired 1,500 employees to fill customer support roles last year through the Zomato Associate Accelerator Program (ZAAP). In recent weeks, many employees within the customer support sphere have apparently been let go without notice or chances to improve. Some were even seemingly told that their “faulty” performance might be the reason for the termination.
Recently, Zomato has continued to weather the rising challenges in the food delivery industry, while the rising competition in the quick commerce market has led to losses for its sister company, BlinkIt. The firings are reportedly part of Zomato’s initiative to cut costs and maximize profits in these tiring times.
The customer support services of Zomato have also been automated with the use of Artificial Intelligence. The company’s AI-powered platform, Nugget, is reportedly handling around 80% of customer interactions presently. This has led to a decrease in the need for human staff in customer support roles, which might be another contributing factor in Zomato’s decision to fire several of its employees.
The rising number of firings and the lack of clarity behind them has stirred some fear in the hearts of Zomato employees, with many wondering if they might be on the chopping block. Some have taken to social media to express their concerns, especially those based in Gurugram and Hyderabad.
