For retail businesses peak hours and busy seasons are most hard to handle. With customers hurrying up to finish shopping, several unprepared companies find it overwhelming to support the high volume of calls and customer requests over multiple channels. As a result, it ends up annoying customers and increasing attrition rate due to subpar services. For ensuring excellent customer service during the rush, you can outsource to a retail call center.
The call center services are hired when a company is unable to manage the volume of calls or enquires. For B2C companies like the ones in retail, outsourcing is a common practice. Find out how retail BPO helps manage unpredictable surge in customer requests.
Automating processes and improving self-service
One of the easiest ways to manage high volumes of customer requests is by facilitating customers with self-service tools and guidance. Be it revamping the FAQ section of your website or integration of AI chatbots in live chats, such steps are necessary for reducing the volume of customer enquiries without having to lose customers. You can create a holiday-specific or seasonal FAQ section that addresses questions your customers often ask at this time. Many call centers today offer chatbot services. Chatbots are different from human conversation. They can’t be as realistic as humans while conversing, but can provide nearly-human conversations with visitors who come to the website
You care to recruit remote staff or on-premises agents as per labor laws and your employment model. While it is essential to add more agents during the holiday season, training them and making the team holiday-season-ready in a very limited time is next to impossible. Partnering up with a reliable retail call center ensures that you get instant access to experienced agents and advanced infrastructure which can be scaled up and down as per your requirement. In addition, experienced agents know how to handle customers at different levels of their buying journey, thereby increasing customer satisfaction rates and first call resolution.
An apparent reason for outsourcing to call centers for retail is because they provide multichannel support – all in sync with each other. An omnichannel call center solution leverages various communication channels such as voice, video, screen share, email, instant web chat, fax, text messaging etc. The information is transferred and stored centrally, making it easier for agents to access and provide more customized customer care.
Customers get the choice to get in touch with your business via any channel they prefer. Agents get access to previous conversations that took place on any medium.
Brand reputation management
For retail businesses, reviews and online ratings are very impactful. Choose a retail call center that offers impeccable reputation management, which is extremely crucial during rush hours. With a positive reputation, a retail company will receive fewer enquiries doubting the trustworthiness and service delivery. They will only receive enquiries ready to convert to buyers soon.
If you are struggling to handle rush hours at your retail store, it’s time you hire a retail call center partner.