Objective:

Amazon Pay aimed to onboard and assist users across India with multilingual support for product adoption, KYC completion, and activation. They needed a scalable, reliable, and culturally sensitive communication framework.

Our Solutions:

To meet these objectives, we built and managed a pan-India telecalling infrastructure tailored for regional outreach and customer onboarding. Here’s how we executed the campaign:

✅ Team Deployment & Training

  • Recruited and trained 600+ agents across 15 states.
  • Supported 16 regional languages including Hindi, Tamil, Telugu, Bengali, Marathi, and Assamese.

✅ Standardized Communication Framework

  • Developed a uniform interaction model adaptable to local nuances.
  • Ensured quality through QA audits and performance trackers.

✅ CRM & Tech Integration

  • Integrated CRM for real-time tracking and follow-ups.
  • Enabled seamless feedback loops to refine user interactions.

Impact:

MetricResult
Monthly Talk Time72,000+ minutes
Language Coverage16 regional languages
Agent Footprint600+ trained telecallers
States Covered15
Conversion from Call to AppSignificantly Improved

Outcome:

This initiative helped Amazon Pay deliver personalized, localized, and scalable customer service at every stage of the user journey improving adoption rates, reducing friction, and strengthening brand trust across Bharat.