Everything You Need to Know About Retail Call Center Outsourcing

As your retail business grows, customer support tickets will, too. How you respond to them can make or break your business.

In fact, studies show 68% of consumers are willing to pay more for products and services from companies with good customer service. So, how can your business provide high-level support throughout the entire customer experience?

Here’s the secret: retail call center outsourcing can help—continue reading to learn how.

What Is Retail and E-Commerce Call Center Outsourcing?

By definition, retail customer service is the professional assistance your business provides both potential and existing customers in a e-commerce based platform. More often than not, it’s connected to your goods or services and offered as an interaction to address customer needs and concerns. Delivering high-levels of customer service in every turn of the customer experience is essential, as it directly shapes consumer behavior.

When you provide effective customer service, people notice; it helps boost your brand, maintain current customers, and attract more prospects. But let’s face it, hiring, training, and supporting an internal team can be expensive. That’s where retail call center outsourcing comes in handy. Essentially, it serves as an avenue to delegate your support tasks to a delegating or a third-party vendor or group. With this strategy, your company is able to cut costs, improve the efficiency of your support system, and place more focus on your core competencies.

The Advantages of Customer Service Outsourcing

Retail call center outsourcing helps both small businesses and Fortune 500 companies alike by providing several competitive advantages, such as:

  • Reduced Workload: For small businesses, your staff typically wears many hats. Taking time out of your day to respond to customer phone calls, emails, and questions detracts from essential business functions. However, by outsourcing your customer service, it’s much easier to free up time so your employees’ can focus on more profitable activities.
  • Cost Savings: By outsourcing your customer support, you’ll be able to avoid the costs associated with fixed salaries and employee benefits. Additionally, you won’t need to invest in the infrastructure to equip an in-house support team. Purchasing equipment for customer service representatives can add up quickly, as a computer and all the necessary software could cost upward of $1,000, while a good headset can cost more than $60. When you factor in office space, a desk, chair, an additional monitor, etc., you could spend $5,000 on equipment for just one customer service rep. However, with retail call center outsourcing, they already have established infrastructure, helping your business save thousands on equipment costs.
  • After-Hours Coverage: When consumers have trouble with your products or services, they expect to reach your companies’ customer service departments during off-hours. It’ll be tough trying to find an in-house agent who’ll take calls off-the-clock. Luckily, outsourced call center staff are available 24/7, providing consistent support no matter the time of day.
  • Multilingual Service: If your business is global, odds are some parts of your customer base speak another language. By utilizing retail call center outsourcing, you gain access to representatives fluent in several different languages. As a result, your customer engagement improves, and consumers feel more confident doing business with your company knowing that their questions are free from any communication barriers.

What Qualities Should Representatives in Retail Contact Centers Have?

There are hundreds of contact center outsourcing companies who claim to employ quality representatives. But let’s face it, sometimes that’s just not true, as the quality customer support in the retail sector heavily depends on the ability of your reps. To avoid being stuck with a sub-par company, confirm your provider follows the “Three P’s” of customer service: professionalism, patience, and a people-first attitude.

First “P” in Customer Service: Professionalism

Professionalism is arguably the most important aspect of high-quality customer service, as it pertains to your attitude towards customers. Basically, it’s your representative’s responsibility to calm things down when a caller is angry on the line. In these scenarios, staying poised and in-control of the conversation when engaging with an upset customer is crucial to a positive customer experience. Being calm and collected is imperative toward appearing professional. If customers are frustrated with your product or service, keeping calm in the middle of their complaints will give them the impression that your representatives are there to help them solve the problem.

Second “P” in Customer Service: Patience

Patience is another vital part of the customer experience because calm communication is difficult to achieve without it. Being flexible in addressing your customer’s needs is one way to show patience. Sometimes you have to bend standard operating procedures and recommended guidelines to help customers with their concerns. Most general service policies are created to guide employees on how to handle customers. However, going the extra mile to accommodate customers’ requests gives them the best possible experience. Consumers who receive communicative service from patient representatives will likely come back and buy your product or use your service again.

Third “P” of Customer Service: People-First

Equally important is the third “P”– a people-first attitude. Having this mindset means you prioritize customers’ concerns while treating them with respect. Essentially, this attitude urges you to be empathetic with customers. Think about whether they feel their concerns are validated; if they feel valued or appreciated when buying your product or service; or if they know that you see them as more than just customers.

Empathizing with customers is essential to maintaining a people-first attitude. Making them feel heard or valued will boost the chances of them coming back to you again. Personalizing and connecting with customers is an integral part of carrying out a people-first attitude. One method of personalization that’s proved to be highly effective is client gifts. If you have an upset customer on the phone, most high-quality representatives should try to ease their concerns with complimentary products or services.


GGA Solutions: a People-First Company

At GGA Solutions, we’re your top choice for retail call center outsourcing. As a people-first company, we know the only way to properly represent your business is through high-quality representatives. That’s why support agents train on the nuances of your company for six months—gaining a complete understanding of your industry and growth goals. This rigorous training period guarantees that our employees are well-versed in all aspects of your business operations. Start a conversation with our helpful staff to learn more, and discover the GGA difference.