The e-commerce industry is getting fiercer. Online wholesalers and retailers compete with one another for a larger market share. At the same time, customers keep on coming in droves to purchase their needs and wants through the internet.
Ecommerce businesses want a trusted partner to outsource their numerous customer activities in this highly competitive environment. A call center is one of their partners.
Discover the important function that these external service providers play in the online world, as well as the reasons why online businesses are hiring e-commerce call center services in India.
Why Are More Ecommerce Businesses Using Call Centers?
Globally, an increasing number of e-businesses use e-commerce call center services in India primarily to outsource their expanding customer service activities.
Outsourcing e-commerce call centers is a great strategy to assist in managing a growing online firm. As many tedious or non-core duties are delegated to an external service provider, choosing this option allows a company to save a significant amount of time, money, and effort.
With outsourcing, a third-party vendor will do the ecommerce company’s auxiliary but crucial tasks at a fair price. The business is no longer obliged to put together its own in-house customer service team by hiring additional full-time personnel or spending more on hardware, equipment, and systems.
The money saved by outsourcing can subsequently be used for high-value initiatives or business endeavors. An organization can concentrate on its core capabilities by outsourcing some tasks to e-commerce call center services in India.
Many of these call centers are full-service business processing outsourcing (BPO) organizations that are familiar with the policies, services, and goods of an e-commerce company. They assist their clients in managing tiresome, time-consuming chores properly.
Ecommerce Boom
Global ecommerce is expanding rapidly, according to Statista. By 2020, there will be over two billion online buyers, driving global e-retail revenues to over $4 trillion. The fast expansion and widespread use of internet usage, along with Covid-19 lockdowns, have contributed to the ongoing increase in digital shoppers.
According to the survey, the widespread use of mobile devices for online shopping and selling has also contributed to the development of the e-commerce industry. While desktop and tablet visits remained the top platforms in terms of conversion rates in 2020, approximately 70% of all retail website visits worldwide were made on smartphones in 2021.
The article points out that the current global health issue helped to boost ecommerce operations everywhere because social distance made digital channels a popular way to shop. In June 2020, it was calculated that there were roughly 22 billion visitors monthly for online retail e-commerce.
Which Ecommerce Companies provide BPO Services for Retail Industry?
Online businesses use their call center services to boost brand loyalty and improve customer experience (CX) as ecommerce transactions are on the rise. To increase sales and effectively answer customer complaints and concerns regarding their products and services, they enlist the help of BPOs.
Some of the online retailers who use call centers for their customer care tasks are listed below:
Amazon
An international technology business that offers services for retail shopping is Amazon.com. Three companies of the Seattle-based e-commerce company carry out its operations: North America, International, and Amazon Web Services (AWS). It has partners for customer support in India and the Philippines.
eBay
eBay is an online retailer with its headquarters in California. It provides a marketplace, off-platform businesses, and a number of mobile apps. Through its website, the company makes consumer-to-consumer (C2C) and business-to-consumer (B2C) transactions simpler. The Philippines is the location of one of its call center partners.
Alibaba
Alibaba is a Chinese company that offers online and mobile marketplaces with a focus on retail and wholesale companies. The business provides services for online shopping search engines, electronic payments, cloud computing, and online commerce. India is home to the company’s international call center partners.
Shopify
Shopify is a Canadian ecommerce firm that provides a cloud-based commerce platform for small and medium-sized businesses. The online platform provider also provides services like customer engagement tools, shipping, and payments. The majority of its non-US call center affiliates are located in the Philippines, India, and Ukraine.
What Are the Roles of Call Centers in Ecommerce?
E-commerce call center services in India can play three key roles in the ecommerce industry: cost savers, growth drivers, and trust builders. Here’s a deeper dive into these roles.
Cost savers
Ecommerce businesses can raise more money by using a call center because it lowers their labor costs. Internal employee hiring is seen as a fixed cost, which means that costs are fixed regardless of output. This price includes regular training, paid time off, monthly salary, and other costs of a similar nature.
Employing a third party, on the other hand, is typically regarded as a variable cost that, depending on output or job volume, may be lower or greater than a fixed cost. The company might save a sizable sum of money because the call center operator handles the hiring and training of staff members.
Growth drivers
Online merchants and platform providers may concentrate on their mission-critical, and high-value duties since a call center handle routine and basic office tasks. They can focus more on their key skills, such as strategies for market expansion and sales growth, by outsourcing back-end tasks.
The product offerings in the online industry are always changing. An e-commerce company may be at a competitive disadvantage if it is unable to introduce or add new applications, tools, features, or functionalities to its product.
Call centers handle the time- and money-consuming back-office tasks, freeing up key business leaders to focus on their core skills. Additionally, they enable e-commerce businesses to continually innovate their goods, services, and brands in order to keep up with or surpass the competition.
Trust builders
Customer service is the main duty of a call center. It specializes in effectively leading clients through the buyer’s journey, especially those of internet consumers. E-commerce call center services in India has all the skills at providing excellent customer service. It can create an emotional bond with customers or users to maintain and strengthen brand loyalty.
Sales will happen if customer has faith in a product or service. Customers who are happy with their purchases are more inclined to visit the online store of an ecommerce company again. Additionally, there is a good likelihood that they will spread information about the product or service offered by the online store.
How Call Centers Improve Customers’ Overall Experience for Ecommerce Companies?
Call centers can enhance a customer’s overall experience in a number of ways, including building relationships as well as responding to their needs. Below are key points to note.
They increase customer retention.
Agents in call centers, especially those with extensive training or training in customer service, can develop a rapport with customers. Such familiarity can lead to trust, which is essential in any relationship but is particularly important in e-commerce.
The trust established may increase the likelihood that the same clients will make additional online purchases. Although these customers might not make another purchase very soon, they might still promote the products or services by leaving positive online evaluations.
They provide extensive customer information.
Call centers can provide e-commerce businesses with a range of client data and information pertinent to their lines of business. Agents working in call centers has a;ll the skills at eliciting information from customers, such as their concerns, problems, comments, and feelings regarding the business and its products or services.
An organization will be able to create a customer persona using these updated, thorough accounts, providing helpful insights that will soon help CX grow even more. The e-commerce operator has all required equipments to perform reliable market research and better market to its target audience thanks to the insightful information gathered.
They ease customer burden.
Customers can contact online businesses to make transactions and address issues with the use of ecommerce call center outsourcing. For them, call centers can handle solutions like shipping, checkouts, and payment more quickly and easily.
Customers can also receive additional frequently asked questions, backup phone numbers to call in case of disconnection, and email addresses for other departments from call centers. These initiatives can help reduce customer annoyance and improve CX.
They can interact with customers anytime and anywhere.
Different communication modes, including email, social media, text, live chat, voice-over-internet telephony, and regular phones, can be supported by call centers. Customers can contact the online retailer through a variety of channels at their preferred time and with their preferred technology.
Having a variety of channels available helps improve the consumer experience. They have additional ways to get in touch with online firms. Regardless of their circumstance or location, they can contact them to have their issue immediately resolved.
The Bottom Line
If online businesses want to stay one step ahead of the competition, hiring ecommerce call center services in India is the way to go. Using call center companies for customer service and technical assistance is a global solution.
The expansion of call center firms globally is evidence of their success in assisting businesses of all sizes. While some businesses might be wary of outsourcing, many others gain from this commercial strategy.
Careful preparation and extensive research can help to reduce any potential dangers associated with outsourcing call centers for online retailers.
