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Laura Cameron-Crichlow
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Managing Partner

7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer Service - Fusion BPO Services - Blog

7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer Service

Gone are the days when retail businesses were purely brick-and-mortar. Thanks to new technology, the rise of internet and the changes in the spending habits of its consumers, retail industry went through some drastic changes in recent years.

And as the boundaries between retail and ecommerce are blurring, consumers’ expectations from a retail business is growing dramatically. Consumers today expect service from a wide variety of channels from a retail business including in-store, online, and over the phone. This has increased the challenges for retail businesses all around.

To meet these ever-growing challenges and succeed, retail businesses can get help from call center outsourcing. In fact, hiring a call center can have multiple benefits for a retail business.  Here are they:

1. Provide Better Customer Support

Retail businesses can provide better service for their customers by taking a proactive approach and using multiple channels.  With an outsourced call center that is designed and equipped to handle a variety of customer issues, the process of customer service becomes much more efficient. Also, the likelihood of customer problems or complaints being resolved quickly is much greater with a professional call center. When customers feel satisfied with the support, it creates greater loyalty which can translate into future sales.

2. Meet Customers on Their Terms

When a customer has a problem, issue, or question, they want to be able to receive service immediately. To meet that expectation, retail businesses need to provide 24/7 service through a variety of communication channels, which is something that call centers can make possible.

3. Increase Brand Presence

In today’s business world, reaching customers and increasing your brand presence needs to include a multi-channel approach. Call center services use a variety of channels (as voice, e-mail, live-chat and a variety of social media platforms) to increase awareness about your business and raise your retail presence. Equipped to handle so many channels, the contact center can handle multiple customer queries across every available channel your customer uses.

4. Boost Customer Experience

By using call center services, a retail business can reach the right customer, through the right channel, with the right message at the right time and offer greater customer experience. Also, timely customer service round the clock means better customer satisfaction and loyalty.

5. Provide Big Data Collection and Analysis

Call center technology provides clear metrics and data analysis in real time. Call centers can quickly provide feedback on data that would need to be measured. This type of data collection and analysis enables the retailer to make required adjustments to make the business successful.

6. Allow Businesses to Focus on Core

Setting up and operating in-house customer service can be tough and time-consuming for retail businesses. By using a call center, businesses can focus more on their products, daily operations, and business plans, without the worry about customer service.

7. Cost-Effective

Call center services are often more cost-effective than providing in-house services for retail businesses. Many call centers offer affordable rates, customized solutions, and scalable service, and therefore can provide cost-effective service for growing or expanding businesses.

These are a few benefits a retail business can reap by hiring an outsourcing call center.


Publish Date: February 1, 2019

2023 Buyers Guide Payment Services


Branch Employer Payments Platform - Earned Wage Access
Give employees instant access to a portion of their earned wages before payday! Branch helps businesses modernize their payment methods to empower working Americans. Earned wage access—with no-fee banking and access to a digital wallet and free debit card—are just some of the tools in our fast, free, and flexible platform. With Branch, businesses streamline existing payroll processes, save money, and provide faster payments and free digital banking to their employees—no pre-funding or capital required.


CallGuard, ChatGuard,
Securing payments for on-premise or remote agents for telephone, IVR, web, mobile, Chat and Chatbot.

A patented technology that is flexible way to take secure, PCI DSS compliant payments via live agents over the telephone, web, Chat, Chatbot, or IVR. No sensitive data enters the contact centre environment so, agents do not see, hear, store or record any card or personal details.

CallGuard can be deployed in various ways to fit the way your contact centre works. The solution can de-scope all, or parts, of your contact centre from the scope of PCI DSS compliance and works just as well for on-premise or home/remote working agents.

ChatGuard makes payments in Chat PCI DSS compliant and...
(read more)


Award-winning PCI compliance phone and multi-channel payment application.

PayGuard® is easy to deploy, very easy for agent to use from the office/contact centre or from home and is affordable.

View more from Fusion BPO Services

Recent Blog Posts:
How The Airlines Industry Can Benefit From BPO IndustryFebruary 14, 2019
6 Ways To Engage Your Agents – The X Factor In Quality Customer ExperienceFebruary 8, 2019
7 Ways Retail Businesses Can Benefit From Hiring a Call Center for Customer ServiceFebruary 1, 2019
5 OmniChannel Customer Service Best Practices To Boost Customer ExperienceJanuary 29, 2019
5 Social Customer Service Trends That Will Rule 2019January 24, 2019
8 Ways To Improve First Contact Resolution In A Call CenterJanuary 22, 2019
Fusion BPO Expands Client Portfolio and Capabilities with Acquisition of Ameridial Inc.January 16, 2019
5 Ways To Boost Customer Experience Through Call CenterJanuary 15, 2019
5 Trends Your Call Center Must Follow In 2019December 10, 2018
Will AI (Artificial Intelligence) Replace Or Enhance A Call Center?November 12, 2018

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