Call Center Services: A Boon to the E-commerce Industry

By on October 30, 2018

E-commerce industry got its first pitch in the year 1979 when the very first online shopping was made to happen by the pioneer Michael Aldrich. Since then, the E- commerce sector has seen a boom. However, it was not until 1996, when IndiaMart, an Indian B2B marketplace was set up to transform the concept into a fully operational reality.

Today, around $ 22.1 trillion of global e-commerce trade is happening every year. Out of this, $150 billion of E-commerce market delegate their business functions to one country; India. Why?

The answer is Call Center Services.

Have you ever wondered what push the E-commerce sector to soaring heights and rapidly increasing revenue? Call center services have served as the vertebrae for E-commerce businesses. The call centers are known to act as a bridge between the sellers and the buyers.

Various renowned order taking call centres, help desk call centres, customer support facilities, etc have been provided by the reputed outsourcing firms to streamline the operations of E-commerce companies.

Whether it’s handling a myriad of customer queries or receiving an order from the consumers, call centers are able to handle each of the tasks in a meticulous manner. Call center agents typically perform the following functions:

  • Manage customer complaints, grievances, and queries
  • Provide uninterrupted support 24*7*365
  • Educating prospects and customers about the products/services
  • Receiving and tracking order of the customers

This entire blog is dedicated to informing you about the benefits your E-commerce store can leverage by outsourcing to a competent call center.

Why Call Center Services are good for E-commerce Sector?

Call centers train their agents for one and one ultimate objective; to provide an impeccable customer experience. To do so, these service providers train their experts stringently. No room for error is left by the call centers when it comes to matching the business expectations of E-commerce firms.

Here is a list of reasons to help you understand how call centers are boosting the E-commerce sector phenomenally:

360-degree assistance

E-commerce business works on the internet. It means, apart from the conventional means of assisting customers, other channels also need to be tapped. These mediums are email, live chat, social media, etc.

Call centers train their professionals to offer an out-of-the-world service experience not just on the calls but also on other channels. This omnichannel presence helps your E-commerce business to create a reputable brand image and attract more customers.

Owing to the hardcore training, call centers can help businesses in the following ways:

  • Order taking call centres can offer help during the time when a customer is feeling confused about the purchase process.
  • Chat support agents can provide assistance when website visitor feels stuck on some page or want to be more informed. This reduced the cart atonement rate phenomenally.
  • Customer support experts can offer prompt resolutions to the customers’ queries on calls, social media posts, and emails.
  • Call center professionals can also track the order by offering the up-to-the-minute update to the consumers. This raises the trust of customers on your brand.

Virtual Stores

The online shops are quite similar to the brick & mortar shops except for one factor; the virtual stores open 24*7. This means that the probability of a customer requiring assistance in the middle of the night is equal to that of daytime.

E-commerce sector stands on the aspect that global audience can reach any seller at any point in time without the need to travel the location. Now, in this case, the requirement of a service provider that can offer around-the-clock assistance and that too of high quality becomes more an essentiality.

This is where call centers again play a crucial role. Take for instance the help desk call centres. These service providers offer a stupendous level of customer support to the E-commerce businesses’ customers throughout day & night.

This again is one of the most compelling factors that has contributed to the massive growth rate of the E-commerce industry.


Not all the E-commerce business experience high traffic throughout the year like the industry giants Amazon, Alibaba, and Flipkart.  Some of you might be owning an E-commerce business where a time-period is defined for high call volumes. In these scenarios, if you are relying on an in-house team, you would be required to recruit additional staff.

On the other hand, if you outsource your customer support to a competent call center outsourcing company, this problem of scaling weeds out instantly. These specialized service providers have a large workforce that is dedicated to cater to the business requirements of multiple clients. So, when the call volume peaks up, call centers assign additional resources thus eradicating the necessity to hire more employees, ultimately saving a good amount of your money.

Order taking call centres take your business requirement in the consideration at the start of the contract only.

The Staff

No doubt, outsourcing is famous because of the cost-effectiveness. But, the fact that India is ruling the outsourcing sector for more than 3 decades now tells us a lot about the requirement of the E-commerce sector.

The point is to not only offer support but to provide an impeccable service experience to the customers so that the brand image of E-commerce business soars up drastically.

Hiring and training experts to attain such immaculate repute is a costly affair. On the other hand, taking assistance from a specialized service provider offers you direct access to a proficient staff that owns years of experience and industry know-how.

India produces around 1.5 million engineers every year and around 1.5 million MBAs annually. This shows the quality of staff that Indian call centers possess and reflects why India stands ahead of other nations in outsourcing.

All in all, order taking call centres, help desk call centres, customer support executives, chat support agents, etc puts E-commerce industry in a driving seat, bringing a lot of profit to its end.

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