Amazon outsources its technical support hotline for truck drivers overseas — and some truckers are slamming the unusual strategy as a potential safety issue
Europe is not an outsourcing hub in the same way India is, butoperate in Western Europe, as well as countries like Bulgaria and Romania, where labor costs tend to be lower.
Amazon declined to comment on the safety issues truckers say can happen because of miscommunications with the technical support team. In recent years, Amazon's logistics arm has strengthened. The company's delivery network is unusually vast for a retailer — with a network of 40 cargo jets, 25,000 last-mile vans, 20,000 tractors, 7,000 trailers, and a network of ocean freighters.
"I'm not aware of anyone who uses that kind of off-shore support for the regular problems that are drivers are going to encounter day to day," Steve Viscelli, a sociologist who studies the trucking industry at the University of Pennsylvania, told Business Insider. " is sensitive to safety, so you want to have you want to be as close as personal as can be."
"Some guys get really angry and just call the next morning," Jarrett, who said he enjoys working for the company as a third-party driver, said.
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