Every industry vertical has its own unique
challenges. But the retail industry--retail stores and the growing
segment of e-business catalog sales--has an entire shopping cart full of
challenges. These challenges can be overcome by outsourcing the related
services.
Outsourcing is one way for retailers to compete and reduce overhead
cost. Retail is the fourth largest vertical market for
outsourced service providers . In an industry with thin margins, the
main issues that retailers face are increasing sales and decreasing
costs. Retail Call Centers assists customers, collects data, and
provides superior customer services.
Key Features for the Retail Industry
Skilled Multi-lingual Agent Representation
IVR, Live Call Transfers for the Retail Industry
Database query development and validation
Superior Quality Assuranceretail call centers, Accurate Data
Capture
Customer escalation procedures
Private Secure Networking, VPN, Firewall.
Full statistical Daily Call Activity Reporting
Retail Telemarketing Program Development and Account Management
Some of call center services for the retail industry
includes:
Auto attendant: A voice driven auto attendant
lets callers simply speak the name of the person, store or
department and the customer automatically gets connected to it.
Bill reminders: Place automatic bill reminders
calls to customers.
IVR and Live Representative Store locator: It
gives the customer more accurate information.
Order status: Place automatic calls to
customers as orders arrive or ship and customers can check on orders
as they desire.
Function of Retail Call Center
The main function that retail call centers will perform is inbound
up-and cross-selling. Outsourcers should sell based primarily on their
abilities to increase sales and only secondarily on their abilities to
help the client realize savings and efficiencies.
Retailers Outsourcing to India
When it comes to outsourcing, India is where the action is. And the
outsourcing boom in the country is opening doors for boosting the growth
of other industries as well, with the major beneficiary being the retail
sector. India also has the highest number of retail outlets per capita
in the world.
