Why Ecommerce Companies Outsource Their Call Center

eCommerce call center

Ecommerce is a competitive industry, and your business has to consistently stay one step ahead to keep up with the competition. However, keeping up isn’t enough. You want to beat the competition, but how?

The answer is both simple and surprisingly complicated: customer satisfaction.

It’s simple in that it’s almost too obvious — happy customers lead to more sales and growth, of course. But establishing a network of satisfied, loyal customers is easier said than done. If you want to do so, you must create a consistent customer service experience. 

Providing the same level of service every time you interact with a customer can be challenging. Depending on a specific client’s needs, offering quick and effective solutions can take a lot of time and resources.

If you’re looking for a shortcut, ecommerce call center outsourcing is becoming increasingly popular around the globe, and for good reason.

Here’s why more ecommerce companies are outsourcing their call centers and how your business can reap the benefits.

Reasons to Invest in Ecommerce Call Center Services

In 2022, retail ecommerce sales exceeded 5.7 trillion dollars worldwide, leaving no room for doubt that it’s an indispensable part of global retail. These numbers will likely only continue to grow each year.

Because ecommerce is at its peak, business owners are turning to call centers to help manage their time. After all, time is money, and assigning mundane, non-mission-critical tasks to an external partner can give back valuable time for decision-makers and staff to focus on other aspects of the company.

When businesses outsource their call centers, they don’t have to worry about hiring additional employees, which saves them significant cash. They also don’t have to purchase hardware, equipment, and other systems required to create and maintain an in-house customer service team.

The Benefits of Ecommerce Customer Service Outsourcing

The motivations behind investing in ecommerce call center outsourcing are clear, but it’s also worth examining the many benefits such an approach provides, which include the following.


When you picture a call center, do you envision employees sitting in a room answering phones in real-time? Many people view call centers this way, but things have changed over the years — and for the better.

Beyond taking phone calls, call center agents can:

  • Interact with customers via live chat
  • Conduct support through email
  • Provide social media messenger services

The versatility of professional call centers makes them a hot commodity for business owners seeking new and convenient ways to deliver quality customer service.

Increased Sales

By 2026, 24% of retail purchases are expected to take place online.

To keep up with the times, experienced call center agents undergo training beyond just answering buyer questions. They develop a comprehensive understanding of customer needs and use this knowledge to drive sales. These experts can help take your business to the next level by boosting sales and customer satisfaction.

24/7 Availability

People order products online at all hours of the day and night, and some customers purchase internationally. If someone has a question or needs assistance outside of regular operating hours, call centers offer 24/7 availability. Customers can rest easy knowing they can get answers whenever they need them.

Quick Decision-Making

If a prospective customer wants to buy something but can’t choose between multiple vendors, access to an outsourced call center can help them choose.

For example, let’s say your company sells deodorant. With hundreds of deodorant companies on the web, how can you increase the odds of a buyer choosing you? 

Simple — by offering live chat and a 24/7 hotline with call center agents, users can contact your company with a simple button, giving agents the chance to help them purchase your product within seconds.

Rapid order processing can help drive sales during the busiest times of the year, like the holidays. Combine that with around-the-clock availability and you’re setting up your business to thrive during the busiest times.

Finding the Best Call Center Service for Your Needs

Every business is different, which means your needs may not be the same as other owners’. You deserve professional call center outsourcing services with agents who understand your business’s unique needs and goals.

How do you pick the right one? Let’s break it down:

  • Ask Questions: When interviewing different call centers, come prepared with questions your customers commonly ask and see if each candidate’s answers align with your brand voice and values
  • Do Your Homework: Take the time to find a company that fits your company’s unique needs — a contact center service like Telecom, Inc. is a good place to start
  • Determine Your Budget: It’s important to consider how much time and money outsourcing a call center will save your company in the long run
  • Evaluate Their Technology: No matter how primitive or advanced their infrastructure is, it must benefit you and protect your customer’s privacy

Finally, it’s also important to determine where you want to base your customer service outsourcing — domestic or international.

When it comes to customer service outsourcing, United States-based centers are one option. There are also plenty of centers in countries like India, Brazil, and the Philippines. Try searching for something like “customer service outsourcing US” to narrow down your search.

Regardless of what you’re hoping to get out of ecommerce customer service outsourcing, you’re bound to find a company that can get the job done.

Ecommerce Call Center Outsourcing Is the Future

Some of the largest companies in the world, including Amazon and eBay, rely on ecommerce customer service outsourcing to promote positive customer interactions. Your company has little to lose but much to gain by jumping on the bandwagon.

If you’re hesitant to take the plunge, you’re not alone. Many people view traditional call centers in a negative light. However, as the ecommerce industry continues to boom, outsourcing additional help can keep your business steps ahead of the competition. 

Minimize potential risks by conducting proper research and working with a reputable contact center agency that understands your business and customer base. The good news is that there are plenty of them out there. All you have to do is find the right one.

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