Call Center
for Retail Services

Are you a retail business that has struggled to make the transition to e-commerce and online shopping? For your retail business to survive and thrive, you need to have a successful digital presence. Even if you still run brick-and-mortar locations, online sales and innovative digital marketing are necessary to help you grow.

You don’t have to do everything on your own. With the right business process outsourcing (BPO) partner, you can finally complete your digital transition and achieve unprecedented success.

Whether you are a new retailer or one trying to adapt to a new digital way, consumers today expect to find superior customer service through not only walking into your physical store, but also through phone, chat, video and social media. There must be agents 24/7 that provide the experience your existing customers want, as well as capture new consumers who reach out to your company through social media or some other form of communication.

• Customer Service: It’s first on the list because stellar customer service is first on your list of ways to be successful. Your competition is waiting for your unhappy customer. It’s critical that your shoppers experience nothing but a positive encounter every single time they reach out.
• Inbound Sales: When people call your business, they expect to get a friendly, helpful voice on the other end, not some harried clerk in your store. Inbound sales will help you qualify leads, handle e-commerce and help sell, upsell and cross-sell your products.
• Outbound Sales: As all businesses know, acquiring new clients is key to success and growth. Your company needs proactive agents reaching out to potential customers through phone, text, social media and more. We can help you meet your new consumers where they are with outbound sales.

• Order Processing and Order Fulfillment: Your e-commerce shoppers want their merchandise yesterday. Hiring a dedicated team of people to process and fill orders is expensive and time-consuming. Your BPO partner can manage your orders and work with your fulfillment center for you so orders are consistent — and fast.
• Billing and Adjustments: If you are still trying to figure out the e-commerce game, you already know returns can be a headache. Your retail call center can handle payment processing and your returns, so you can spend more time shopping or inventing new products your consumers will love.
• Data Entry and Back Office: All companies deal with paperwork that needs to be entered and uploaded for easy access. Your BPO partner can take that time-consuming chore off your hands, as well as other back office tasks, such as claims handling, payroll management – even human resources.

It’s important to not we have strict and up to date compliance measures for card and information security in place. Our security systems are located off site, so they remain safe even in the event of a power failure or other disaster.

Confie BPO will help you provide the unforgettable experience your customers want. With the help of our BPO, you will have access to trained professionals who can answer every question that customers have. If those customers run into any problems, our BPO agents can help to troubleshoot the problem and smooth things over before it sours the customer on the entire experience.

Every customer knows the difference between an awful retail experience and an awesome one. With the right retail BPO provider, you can provide an unforgettable and fantastic customer experience each and every time! Here are 4 ways call center services can boost your company’s inbound sales and more:

• Financial savings: A retail call center will deliver a variety of services you would otherwise be hiring multiple people to fulfill, including sales, processing, deliveries, procurement and more.
• Increased customer satisfaction: Use your BPO partner to supplement your current staff so your shoppers are not left on hold or, worse, getting voicemail when they call.
• Upselling, cross-selling and more: Our retail call center agents are more than order takers. They are well-versed in your brand and able to help callers find the best product for their needs.
• Boost customer retention: You need both new and returning consumers to succeed in today’s retail atmosphere. Keeping your existing customer base happy is what we do best.

Turning any part of your hard-earned company over to a third party probably sounds scary. Maybe you’ve had a finger in all the pies, but you just can’t anymore. Growing pains actually hurt, but with the right call center partner, you can alleviate some of those challenges and experience a reinvention of your retail services. Some of the challenges you may encounter include:

• A rotating cast of agents: It’s true that call centers have high turnover and are always recruiting. However, our call center has a comprehensive training program in place so new agents must pass at least five stages successfully before they communicate with your customers.
• Building a trusting partnership: There are many retail call center outsourcing centers you can choose from, but finding one you trust with your business may take some time. Experiment with a few that seem to have the experience and qualifications you want and then ask for a free trial run.
• Language barriers: You want your call center agents to be able to communicate fluently with your customers, not only in language, but in customs, as well. That’s why it’s exploring the benefits of nearshore outsourcing to Mexico makes sense.

Just as with any new business venture, there are certain items you will check off your list before committing. It’s the same with choosing a BPO call center partner. Because your business is unique in some ways, you want to make sure you work with a company with flexible, customized plans.

For example, do you have a seasonal business and want to be able to increase and decrease your staffing as necessary? Are your products tech-heavy so consumers need help with installation and other common errors? Choosing a partner who provides flexibility is important. Other tips for choosing the right call center vendor include:

1. Have a clear path: With stakeholders and people you trust, map out what you want your future call center partner to take on for your company.
2. Choosing experience: Find a company that has proven experience in the retail sector so you aren’t starting from scratch. Keep in mind a company with plenty of experience in related fields will be able to pivot easily.
3. Ask for quotes: Your prospective retail BPO call center should be able to easily provide you with quotation models to handle different scenarios to fit your business.

Serious contenders should be happy to provide you with a free trial to try out the service. Start small and increase your services as you grow more comfortable.

Once you’ve received some quotes from targeted call centers, follow up with meetings to customize your package and pick the one that fits your needs.

We know you have options when it comes to outsourcing your retail services. Some of the ways our services are different include:

• Experience Across Multichannel Communications: We’ll help you grow your social media presence across platforms and track your customers as they go from one to another. Your reputation increases as customers find they can reach you in a variety of new and innovative ways.
• Seasonal Ramp Up and Down: Many retailers have seasonal surges where consumers purchase large quantities of products during one or more times of the year. Easily increase and decrease your call center agent numbers during your busiest times and slower periods.
• Ever Vigilant and Proven Security Measures: We never rest when it comes to the security of your information, as well as the protection of your customers’ data. We constantly monitor for breaches and keep a close eye on new and better ways to protect important the privacy you and your consumers deserve.
• Helping You Put the Awesome Back in Your Brand: Your customers want to be engaged in new and fun ways, both in-store and digitally. Service excellence is vital, as is using innovative technology to reach out with immersive experiences everyone will love.

Confie BPO has a proven track record in retail services. We work with B2B and B2C companies across many sectors, including e-commerce hybrids, or bricks-and-clicks. Other products we have experience with include bespoke, augmented, business, consumer goods, digital businesses and services, and so much more.

With professional inbound and outbound sales, order processing and fulfillment, and back office tasks, our experienced team will help your team to the next level and beyond. Let your salespeople handle your customers in a physical location, while an empathetic and helpful agent takes care of the ones who call, text or reach out via social media.

You’ll find our nearshore call center services are affordable and competitive — allowing you to compete in today’s changing retail landscape. Our agents are fluent in English and American customs — many were raised in the U.S. and still have family here. Your team operates on a similar schedule as you, so no more middle of the night calls to reach a decision maker or have a meeting with your BPO team leaders. We help you understand the myths and truth behind nearshoring.

Your consumers are a dichotomy. On one hand, they want to see consistency in your products and services, while on the other hand, they want to be wowed with fantastic new ways you are communicating with them and the amazing new products you are offering them. Loyal shoppers want to receive offers of free gifts and trials of new lines. They want you to give them a shout on social media. Growing a robust social media presence, establishing membership and subscription based services and becoming more adept at e-commerce is the future of retail.

Becoming more efficient, optimizing operations and making the customer experience more personalized are all in the future for retailers. How do retail call centers fit in going forward?

Our call center embraces technology to help you touch each customer in a personal way. We will help you incorporate integrative measures that increase your productivity while streamlining your operations for efficiency. We will help you build a social media presence with involved and excited loyal shoppers, while helping you focus on your core tasks of R&D, in-person customer service and bringing new products and services to market.

Many retail businesses that survived the pandemic came back to an e-commerce boom. If you have been flexible and able to pivot, you may find you are now in need of digital help with newer technology your savvy customers want to see you using. We can help you master digital tools and beat your competition by focusing on your customers. Our mission includes:

• Ensuring our call center agents understand your brand while communicating with your consumers.
• Ensuring our call center agents are comprehensively trained to handle even you most challenging customers.
• Ensuring we stay on top of innovative new ways you can connect with your clients.
• Ensuring we maintain strict security standards to protect your privacy, as well as that of your clients.
• Ensuring we gather useful data and present it to you in reports you can use to make informed decisions.

In today’s e-commerce and digital world, you cannot afford to fall behind your competition. Your customers want to feel connected and like they matter. When you need a flexible partner with customized solutions to help you offer an awesome experience to your shoppers, reach out to Confie BPO.