Update On :27 May 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 etailer 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.
For Amazon, too, this is the first call centre of its kind anywhere in the world. The company has had to adopt the marketplace model to find its way around India's regulations governing foreign direct investment in multi-brand retail.
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".
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.
Aegis declined to comment while an email query sent to Amazon India remained unanswered till Tuesday evening. "The idea is to create an interface that merchants may be more comfortable using. So far, the interactions with merchants have been through online portals and emails.
This call centre will give them a person to talk to, to discuss issues related to refunds to customers, rebates and logistic issues. Experts said Amazon may have started a trend that its rivals could follow as the number of merchants increase.
News Source From : http://retail.economictimes.indiatimes.com/