retail-industry

First e-commerce and then the pandemic, the retail industry is witnessing some turbulent times at the moment. The increasing penetration of e-commerce players is impacting the market share of retail players. A recent study reveals that by 2040, 95% of all retail transactions will happen through e-commerce channels.

Retail players are either completely pivoting to the e-commerce channel or building a hybrid model that is effective and impactful. Many industry veterans believe a hybrid model of online and offline retail will curtail the expansion of e-commerce and allow customers to shop more freely.

Retail players that are focusing on building the business of tomorrow need additional support from call center outsourcing service providers. With industry expertise, the retail companies will be able to solve varied challenges one by one and achieve excellence in their varied endeavors.

Leading Challenges Faced by Retail Organizations

Customer Experience Management

Till a few years ago, retail players only in product and customer service were handled by manufacturers. The growth of e-commerce has now put retail players in a fix and now these companies are required to ensure a quality customer experience by catering to varied queries of customers.

Identifying New Partners

The competition is growing and companies that keep adding new arms will win the game. Identifying new partners is a new task for retail companies and no prior experience is making it tough for them to survive.

Competition Management

Earlier, retail companies were competing against the local peers but with online stores, the same companies are fighting on multiple fronts. With additional resources and expertise, retail players will succumb to the competition and lose their entire customers.

Brand Management

Till today, retail players never worried about marketing or branding, they were relying on word of mouth for propagating information about their products and services. Lack of brand management campaigns is impacting the potential growth. These players have the requisite products and capability but lack of awareness is affecting their market share.

How Call Center Outsourcing Services Can Help Retail Industry?

Call center outsourcing service providers have experience working with e-commerce and retail. Their understanding of the hybrid model can help retail companies gain a competitive advantage against their offline and online contemporaries.

  • Inbound Customer Support Services

    With highly affordable inbound customer support services, retail companies can ensure that all customers reaching out to them are provided with quality support. Reduced AHT and one-call query management will impact the market share of retail companies positively.

  • Outbound Lead Generation

    To survive the growing competition, retail companies need to expand. Outbound lead generation outsourcing services can ensure retail companies can identify and onboard the right partners instantly. With industrial expertise working for retail players, growth is bound to happen.

  • Inbound Technical Support Services

    Every time you fail to offer quality support to your customers, your competitor wins. With affordable inbound technical support services, retail companies can now address the concerns of their customers and reduce the churn rate.

  • Outbound Information Call

    Brand management is not only a marketing impact; brand reputation often gets affected due to lack of information. Outbound information calls for retail players to allow companies to propagate important information, unique deals, and amazing offers to the user base and uphold the brand reputation.

Typical Use Cases of Call Center Outsourcing for BFSI Players

  • Inbound Customer Service

    For supporting customers with their incoming queries on products or offers

  • Outbound Information Desks

    For providing necessary information to customers on products & offers

  • Inbound Product Returns Desks

    For managing incoming product return queries for effective management

  • Outbound Sales Support

    For boosting sales of loyalty programs and specific products on sale

  • Customer Survey Support

    Perfect for running an effective feedback mechanism to measure CSAT

  • Outbound Lead Generation Services

    For generating quality leads for new products via calls to the right prospects

  • Inbound Customer Service

    For supporting customers with their incoming queries on products or offers

  • Outbound Information Desks

    For providing necessary information to customers on products & offers

  • Inbound Product Returns Desks

    For managing incoming product return queries for effective management

  • Outbound Sales Support

    For boosting sales of loyalty programs and specific products on sale

  • Customer Survey Support

    Perfect for running an effective feedback mechanism to measure CSAT

  • Outbound Lead Generation Services

    For generating quality leads for new products via calls to the right prospects

Case Studies