Retail Call Centre
An excellent customer experience is the cornerstone of any retail business. Retail call centres support customers by providing key information on inventory, services, orders, and more. As a result, they have emerged as a strategic component of any retail business’s strategy for success.
What is a retail call centre?
Now that customers can shop anywhere, anytime, customers expect to reach a business easily, rapidly, and through their preferred communication channel. Retail call centres have developed as the response to this challenge. As such, retail call centres provide customer service through multiple communication channels, addressing customer questions on products, orders, and more.
What are the infrastructural needs to set up a retail call centre?
Setting up a retail call centre with contact centre software doesn’t require significant infrastructure. To use a call centre solution, you only need an Internet connection and the Internet-connected devices you normally use for professional tasks (computer, tablet, smartphone, etc.).
Contact centre software leverages two technologies, cloud and VoIP, to ensure simple installation and create an intuitive user experience. Retail call centre software such as Ringover’s requires no specific technical knowledge to set up and operate–plus, all updates are handled by the supplier.
How to optimise your retail call centre for better profits & lower costs?
Improve customer experience
Customers who have a question or an issue want service immediately. That’s why a retail call centre will make a huge difference in your customers’ satisfaction levels. Contact centre software allows you to organise the inbound and outbound call flow to ensure all customers are served. Plus, a business telephony solution includes several sophisticated features that improve the customer experience. Interactive voice response (IVR) allows customers to navigate a preset options menu so they can independently access information or even specific departments or employees. Your business can even put in place a call routing system that directs calls to specific employees or groups of employees.
Leverage omnichannel communications
Competition in the retail space is fierce, but having an omnichannel communication strategy makes a key difference. You’ll be able to reach out to customers through their preferred communication channel, increasing personalisation. Plus, your brand will be able to keep up with the customers as they move through different communication channels–ensuring your business remains top of mind. Ringover’s contact centre solution.
Collect and analyse data
To understand the needs of your clients, data analysis is key. That’s why having contact centre software with an intuitive analytics dashboard is so important. If you are able to track the call flow, you’ll be able to optimise staffing so your centre is at the sweet spot. You can even understand which of your customer service representatives have the best satisfaction rate, and replicate their practices across the team. With call transcription, you can even identify the topics or products customers frequently discuss to understand their feedback, needs, and desires.
How to set up your retail call centre correctly?
A retail call centre will succeed if you develop a deployment and operation strategy and commit adequate resources. Before committing to a call centre software provider, a retail business should examine their current needs and goals. To increase revenue, you’ll be able to send customers customised offers. For a more personalised, “wow” experience, you can leverage data to increase personalisation, deepend the customer relationship, and eventually create brand advocates. Once you’ve defined your needs and goals, you’ll understand what you need from a retail call centre software and quickly set it up according to your specifications.
Why use Ringover’s call centre for retail?
Compare Ringover Contact Centre features to other contact centre platforms.
| Solution | Price | Features | Ease of Use |
|---|---|---|---|
| Ringover | |||
| Zendesk Talk | |||
| RingCentral | |||
| Freshdesk | |||
| Dialpad |
Other industries
Retail Call Centre FAQ
- What is a retail call centre?
- How long does Ringover take to deploy in a retail company?
- Does Ringover offer out of the box integrations?
- Is it possible to export your call logs?
What is a retail call centre?
A retail call centre provides customer service through multiple communication channels, such as phone, texting, email, social media, and more. Customers can contact a retail call centre for questions regarding orders, sales, products, and more. Retail call centres developed in response to the high standards of customers who have instantaneous access to retails thanks to their Internet-connected devices.
How long does Ringover take to deploy in a retail company?
When you’re ready to deploy Ringover for your retail company, you’ll be able to easily and quickly set up your VoIP software. To deploy Ringover, all you’ll need is a stable Internet connection and Internet-connected devices. Follow these steps to launch your retail call centre:
- Create an account on the Ringover site.
- Request the phone lines.
- Assign the created lines to your employees.
Identify the number of telephone lines to be created and those you’d like to port over so you can bring them onto your Ringover account.
To learn more about how to use Ringover, visit our support pages.
Does Ringover offer out of the box integrations?
Ringover offers the out of the box integrations retail call centres need to manage their customers, including with popular CRM like Hubspot and Salesforce. You can search the entirety of our integrations here.
Is it possible to export your call logs?
Ringover allows you to expert your call logs with little effort. When you are downloading logs, you can even apply filters so you only download what you need. If you discover some of your employees are performing well or poorly, you can export those specific logs to understand what happened.