Call center for internet shops

As in any service of business, the issue of constracting high-quality customer support is extremely important for an online store, because it is important not only “what you sell”, but also “how you sell”

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  • 1

    Problem

    As in any service of business, the issue of constracting high-quality customer support is extremely important for an online store, because it is important not only “what you sell”, but also “how you sell”. It is the contact center that is one of the first channel of contact when “hot customer” meet with your online store. You know how much marketing effort has been spent on the site, regular payment for generating traffic. And this moment has come the customer put the product in the basket.

    Further, the customer’s impressions of the first purchase will depend precisely on the contact center: professionalism of operators, customer oriented service, operator’s expertise in your business and product range. No less important is the contact center in the service of regular customers.

    And here the question arises: is it worth organizing your own call center, investing more than $ 40,000, getting involved in the endless process of solving many problems associated with ensuring the smooth operation of the call center or is there an alternative? Even in case if the online store already has own call center, there is a problem when calls are received at the call center unevenly with peaks at different times of the day. In pursuit of 100% acceptance of the call, the company is forced to keep overstaff, expand the number of jobs, increase the budget for administrative staff.

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    Solving

    But it is obvious that it is more profitable to use outsourcing if a small center load is planned (several operators), one-time or periodic tasks are solved and, most importantly, there are no resources, time or specialists to create your own call-center. If a company plans to solve constant problems with the help of a call center, it needs at least several tens, and even hundreds of operators, ready to allocate funds, people and time – it is more reasonable to make a combined approach, in which part of the tasks lies on its own call -center, and part – outsourced.

    What tasks can be solved effectively by call center eCall?

    • customer consultation and processing tickets in online store
    • updating the database
    • collecting and processing statistical data
    • systematization of customer information about the services provided to them
    • work with complaints
    • preparation of reports
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    Result

    As a result, the company will receive the following benefits:

    • Unloading your own call center by forwarding calls to CC Ecall
    • Optimization of telephone lines,
    • Simplifying the scheduling process for staff
    • Increased customer loyalty due to reduced waiting times on the line
    • Growth profit due to reduction of personnel costs, rent, equipment
    • Increasing the number of sales of services due to timely and high-quality work with the customer base
    • Competitive upgrades

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