The e-commerce player Amazon has set up captive call centres in India to handle some of its international and domestic customer and seller services. The company has taken a departure from its previous strategy of working purely with business process outsourcing companies.
The e-commerce giant is expecting to expand more and more in India. The company has been looking at its customer service strategy over the past year. It was in January that Amazon acquired a warrant in US company StarTek that is tied to the amount of revenue Amazon generates for the US BPO company.
“Amazon has looked at this very strategically. If they are giving you business then they want part of that upside or, in some cases, they think they can generate and keep the efficiencies for themselves. They have a long horizon plan,” a senior executive with a large Indian BPO company stated.
According to the sources, the company’s captive centres have been built in the NCR region and Pune and the company has tasked recruiters to find candidates for the jobs. The centres together will employ under a thousand people. The Pune centre began a hiring plan last month.