How Retail Call Center Outsourcing Is The Solution For Managing

  • The holiday season is one of the most hard-to-manage times for retail businesses. With customers hurrying up to finish shopping, several unprepared businesses find it overwhelming to support the high volume of calls and customer requests over multiple channels. As a result, it ends up angering customers and increasing attrition rate with subpar services. For ensuring excellent customer service during the rush hours, retail call center outsourcing is a tested solution.   

    Outsourced call centers are accustomed to handle increased workload and sudden call volume spikes. There are several other ways in which outsourcing can help a retail company with the holiday shopping rush.  

    Flexible resources

    You care to recruit remote staff or on-premises agents as per labor laws and your employment model. While it is essential to add more agents during the holiday season, training them and making the team holiday-season-ready in a very limited time is next to impossible. Partnering up with a reliable retail contact center ensures that you get instant access to experienced agents and advanced infrastructure which can be scaled up and down as per your requirement. Experienced agents know how to handle customers at different levels of their buying journey and increase customer satisfaction rates. Retail call center outsourcing can solve issues in minimum time which improves First Contact Resolution ratio.    

     Emphasis on self-service and automation

    One of the easiest ways to manage high volumes of customer requests is by facilitating customers with self-service tools and guidance. Be it revamping the FAQ section of your website or integration of AI chatbots in live chats, such steps are necessary for reducing the volume of customer enquiries without having to lose customers.  You can create a holiday-specific or seasonal FAQ section that addresses questions your customers often ask at this time.

    If you don’t have time or adequate resources to plan and implement self-service measures, you can consider retail call center outsourcing. Many call centers today offer chatbot services. Chatbots are different from human conversation. They can’t be as realistic as humans while conversing, but can provide nearly-human conversations with visitors who come to the website. The chatbots can assist them with what they want, promptly and accurately.

    Omnichannel support system

    An obvious reason for outsourcing to call centers for retail is because they provide services support by the Omnichannel system. An omnichannel call center solution leverages various communication channels such as voice, video, screen share, email, instant web chat, fax, text messaging etc. There are so many pluses of using an omnichannel system. For example, the pressure on agents could be disseminated when you are offering voice and chat support. Customers get the choice to get in touch with your business via any channel they prefer. Agents get access to all the information from previous conversations that took place either over the phone or chat. The information is transferred and stored centrally, making easier for agents to access and provide more customized customer care.

    Virtual reputation management

    For retail businesses, reviews and online ratings place a major impact. Many retail call center outsourcing service packages often include reputation management, which is extremely crucial during the holidays. Retail call centers have teams of media domain experts who work continuously to respond to negative comments, react and reciprocate to stories in the media that can paint your company in good light again.

    Hope these reasons are sufficient to help you decide whether or not you should outsource retail BPO services during the holiday rush.