A significant portion of Amazon’s global customer service workforce is based in India. This reflects broader trends in the business process outsourcing (BPO) industry, where companies leverage international talent pools to manage customer inquiries and support operations. The reasons for this concentration are multifaceted and linked to economic factors, workforce capabilities, and strategic business decisions.
Employing customer service representatives in India offers several advantages for multinational corporations. Lower labor costs are a primary driver, allowing companies to reduce operational expenses. Furthermore, India possesses a large, educated, and English-proficient workforce. The established BPO infrastructure within the country provides readily available resources and experienced personnel, facilitating efficient service delivery. Historically, India has been a key hub for outsourced customer service, building expertise and infrastructure over several decades.
