News : Amazon India Sets Up Call Centre to Deal Exclusively with Merchants
Mumbai, India, May 27, 2015 -- Amazon India has set up a call centre with a difference. While most ecommerce companies have call centres to connect with customers, the Indian arm of the United States-based retailer has come up with one to deal exclusively with merchants, as increasing the number of sellers in a marketplace becomes the next battlefront in online retail business.
In a marketplace model, the ecommerce firm provides just the technology platform while sellers on the site own the inventory. "In a marketplace, you need to have a large variety of merchants in order to attract customers to the site. Amazon has created an outsourced call centre with about 100 agents to deal with merchant issues,"a person familiar with the matter told ET.
Amazon India has outsourced the call centre to Aegis, business process outsourcing company owned by the Essar Group, and the number of agents could be increased as more merchants get on the platform, said the person, requesting not to be named.
Posted by Veronica Silva Cusi, news correspondent
Today's Tip of the Day - Running Multiple Contact Centers
About Amazon India:
Amazon.com Inc (AMZN) is a leading global Internet company and one of the most trafficked Internet retail destinations worldwide. Amazon directly sells, or acts as a platform for the sale of, a very broad range of products, including books, music, videos, consumer electronics, clothing and household products. The majority of Amazon 19s sales are products sold by Amazon, with the remaining amount from third-party sellers. Through year-end 2006, Amazon had approximately 64 million active customers worldwide. In 2006, 55% of Amazon 19s revenue was generated in North America and 45% was generated by its International segment. Within North America, Media was 61% of total sales, Electronics & General Merchandise (EGM) was 34% of the total, and Other revenue was 4%. Within its International segment, Media was 72% of sales and EGM was 28% of sales. Amazon has direct operations in the United States, Canada, France, Germany, Japan, and the United Kingdom. Amazon was founded in 1994 and is headquartered in Seattle, Washington.
As a provider in customer care and acquisition for over three decades, Aegis has a track record of introducing process and technology innovations. Today, several Fortune 500 clients trust Aegis to manage their customer interaction, back office and other routine business processes. Aegis’s culture is unique in terms of recognizing its employees as the foundation of its success. We invest in our people because we recognize their importance in our partnerships with clients. In the virtual business environment, there is no difference between your team and ours; more importantly, there is no difference between your customer and ours.
Published: Thursday, May 28, 2015