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Retail Contact Center Outsourcing with Global Bilgi

retail contact center

In 2024, the global retail market continues its transformation under the influence of new technologies, economic uncertainty, and shifting consumer behavior. As global retail chains aim to integrate physical and online stores, the trend toward omnichannel customer support becomes increasingly prominent. This, in turn, drives demand for outsourcing contact centers.

Why is a contact center so important for retail? In what cases should a retail business delegate customer service to a professional company? And finally, what services should a retail industry contact center cervices outsourcing provide? We will answer all these questions in our material.

Why is a contact center vital in retail?

The world is changing. It seems cliche, but nowhere is the rapidity of change more apparent than in the future of the consumer sector. Retail is experiencing economic, social, and technological changes. All of these developments are taking place against a backdrop of major concerns such as rapid climate change, rising economic disparity, falling trust, expanding polarization, and deteriorating global financial conditions. With severe competition, consumer trust and loyalty become paramount—both of which can only be achieved with a professional approach to customer service. What function do contact centers play here?

Increasing Customer Loyalty

Quick and effective problem-solving, a personalized approach, and polite communication create a positive interaction experience, increasing customer loyalty and the likelihood of repeat purchases.

Increasing the Average Transaction Value

During calls, contact center agents can offer additional products or services, engage in cross-selling, inform about promotions and discounts, encouraging customers to make impulsive purchases and increasing the average transaction value.

Reducing Service Costs

An efficiently organized contact center allows for quick responses to customer inquiries, reduces the number of product returns and complaints, ultimately lowering service costs.

Collecting Valuable Data

During interactions with customers, operators gather valuable information about their needs, preferences, and problems. This data can be used to develop new products, personalize marketing campaigns, and improve service quality.

Improving the Company Image

Image, ethics, and business practices—all of these are important to the modern consumer. Quality contact center service improves a company’s image, strengthens its market reputation, and attracts new consumers.

When should a retailer opt for contact center outsourcing?

When discussing Ukrainian realities, the full-scale invasion and ongoing military actions have impacted the retail infrastructure, consumer demand, and supply chains. Adapting to the crisis, Ukrainian retailers rely on outsourced contact centers services to maintain continuity during disruptions caused by the war. As physical stores face operational challenges, many Ukrainian retailers have shifted to online sales, making customer service quality a crucial factor for staying competitive in the market.

Outsourced contact centers for retail provide the necessary infrastructure and resilience to ensure consistent customer support, even during power outages or other logistical issues.

You might be interested: Blackouts impacting service: How to retain customers during power outages

For global companies, contact center outsourcing for retail is a strategic decision. Several compelling reasons support this choice:

Economic Advantages

Reducing expenses on equipment, software, and staff training, along with the absence of the need for capital investments, makes contact center outsourcing a cost-effective solution for retail companies. For example, during seasonal sales peaks, when call volumes significantly increase, outsourcing companies can quickly scale their services, avoiding additional costs related to hiring and training new staff.

Efficiency and Quality of Service

By choosing contact center outsourcing for retail, companies gain access to teams of professionals with many years of experience in customer service. These specialists possess in-depth knowledge of products and services, enabling them to provide high-quality consultations and resolve issues promptly.

Outsourcing firms maintain a high level of customer care in retail by utilizing advanced technologies and continual training, which has a beneficial impact on consumer loyalty and brand reputation. For example, during the debut of a new product line, an outsourced contact center can swiftly train agents to provide precise information about the new products, guaranteeing a smooth product launch in the market.

Local Expertise and Multilingual Support

Outsourcing contact centers for retail enterprises provides access to a worldwide audience. Retailers wishing to increase their presence in international markets might profit from contact centers that offer service in local languages and take into account regional cultural differences. Outsourced contact center agents can handle hotlines, provide informational support, and facilitate sales, as well as conduct market research, assess consumer feedback, and customize their engagement with clients to local conditions.

For example, a well-known global clothing brand employs outsourced contact centers to provide outstanding customer service in more than 50 countries. With a comprehensive awareness of local cultures and languages, the organization is able to provide customized service that improves client loyalty and adds to the successful development of the brand in new markets.

Flexibility and Scalability

E-Commerce contact center outsourcing services provides companies with unprecedented flexibility in resource management. This is particularly relevant during seasonal fluctuations in demand typical of retail. For example, before the holiday season, the volume of calls and customer inquiries can increase significantly. Outsourcing companies can easily adapt to these peaks by rapidly scaling up the number of agents and ensuring the seamless operation of the contact center.

Moreover, outsourcing is an optimal solution for executing special projects in retail. For instance, when launching a new product line or conducting a large-scale marketing campaign, there may be a need for additional resources to handle a high volume of inquiries. Engaging an outsourced contact center allows companies to quickly scale their teams and provide effective customer support throughout the project.

How Select a Partner for Retail Contact Center Outsourcing?

When choosing a contact center outsourcing partner for a retail firm, it is critical to examine characteristics that provide consistent customer care and align with the company’s objectives. Retailers should choose partners who have a proven track record of managing retail customer questions, can grow during peak seasons, and are committed to sustaining high-quality interactions across all communication channels. Furthermore, the BPO partner should provide innovative technical solutions that improve customer engagement, such as AI-powered support, sentiment analysis, or predictive analytics.

Key parameters to consider include:

  • Industry expertise and experience with retail companies.
  • Capabilities for multichannel support (phone, email, social media, live chat).
  • Scalability to handle seasonal spikes in contact center load.
  • Ability to integrate with CRM systems.
  • Cost-effectiveness without compromising service quality.
  • Data security and adherence to privacy regulations.

Choosing the right partner can significantly enhance customer satisfaction and loyalty, facilitating the management of complex inquiries and customer retention.

Why Should You Choose Global Bilgi Outsourcing Contact Center for Your Retail Business?

Global Bilgi operates one of the largest outsourcing contact centers in the EMEA region. We offer high-quality customer support and sales outsourcing services geared to retail enterprises and are happy to work with new clients. If you are seeking for a trustworthy and transparent outsourcing partner for your organization, we have the best options to satisfy all of your requirements.

Comprehensive Service for Diverse Retail Formats

Global Bilgi is a trusted customer service partner. We provide an outstanding customer experience for retail enterprises while adhering to service design standards. Our professional staff can provide complete services to a wide range of enterprises, including supermarkets and hypermarkets, shopping malls, outlets, retail chains, marketplaces, and online stores.

Complete Contact Center Services for Retail

Global Bilgi’s contact center outsourcing services for retail businesses encompass all aspects of customer interaction, from telesales and market research to feedback collection and computer assisted telephone interviewing (CATI). We assist our clients in increasing sales, enhancing customer loyalty, and gaining valuable market insights.

Omnichannel Approach to Customer Service

We understand that modern customers expect seamless and convenient service across all communication channels. Therefore, we offer an omnichannel contact center that integrates phone calls, email, social media, live chats, and other channels.

Scientific Approach and Innovative Technology

We use a scientific technique to determine the ideal number of agents and create effective sales scripts. Our experts receive continuous training to improve their skills. To maintain high service quality, we employ our unique software, Sirius, a cloud-based contact center platform that connects with clients’ CRM systems.

Transparency and Reporting

We provide our clients with comprehensive reporting and analytics, allowing them to assess the effectiveness of the contact center and make data driven business decisions.

Experience in Multilingual Service

With years of experience in the international market, we offer quality customer service in various languages.

By choosing Global Bilgi as your contact center for retail, you receive:

  • effective 24/7 customer service
  • increased sales
  • enhanced customer loyalty
  • valuable market insights
  • reduced service costs.

Want to calculate the number of agents for your business and find out the cost of outsourcing a contact center? Fill out the feedback form right now. Our experts will contact you at a time and in a way that suits you.

Contact us, and we will help you improve your retail business!

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Фахівець з маркетингу компанії Global Bilgi
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