The practice involves Amazon contracting with external companies to manage a portion, or all, of its customer support operations. This model allows the e-commerce giant to leverage resources and expertise from specialized service providers. For instance, a customer reaching out for assistance with an order might interact with an agent employed by a third-party firm, rather than a direct Amazon employee.
This approach can offer several advantages, including increased scalability to handle fluctuating demand, access to a wider talent pool, and potentially reduced operational costs. Historically, companies have utilized outsourcing to focus on core competencies while entrusting supplementary functions to external experts, a strategy applied by Amazon to enhance its global support capabilities.