Retail call center services & ecommerce outsourcing solutions 

Ecommerce outsourcing is when a retail or online store uses an experienced contact center partner to handle customer service, order status questions, returns, loyalty inquiries, and social messages. It helps retailers improve customer experience, maintain first call resolution, and serve customers across voice, chat, email, SMS, and social without adding internal overhead. 

It also connects brands to retail outsourcing companies that know how to handle secure payments, follow your policies, and support customers across every channel.

Retail outsourcing companies already have the people, processes, and technology to support seasonal demand, new product drops, and multi-channel customer service. That means faster time to launch, better management of forecast swings, and lower cost than expanding a brick-and-mortar support operation.

It also gives your business access to reporting, quality, and customer feedback tools you may not want to build yourself. 

Yes! You can outsource ecommerce customer service and still require brand-aligned scripting, tone, and resolution paths. Programs can be set up so agents have current inventory information, shipping and logistics details, and escalation rules for your company. That keeps service quality consistent with what customers expect from your website and social channels. 

A retail call center or ecommerce support services team can handle order placement, returns, payment issues, product questions, loyalty and membership, delivery delays, and general customer support. Many brands also route social media messages, SMS, and marketplace questions into the same contact center to get a single view of the customer.

Omnichannel support lets customers start on one touchpoint and finish on another. For example, a customer can ask about shipping in chat, get a follow-up in email, and call later if the package is late. Because the same team is managing the interaction, the experience stays consistent, and customer satisfaction improves. 

A mature outsourcing partner will support PCI-compliant transactions and follow data protection standards for payment and customer information. That helps retailers reduce risk during peak seasons and when handling refunds, loyalty points, or account changes. It also protects the brand if there is a data breach in the broader ecosystem. 

Yes! One of the main reasons retailers outsource is to gain scalability. When holiday or Mother’s Day volume increases, a support call center or contact center outsourcing model can add coverage in smaller intervals so you only pay for what you need. That supports operational efficiency and better return on investment. 

Yes! Outsourcing ecommerce customer support lets you serve customers in different time zones and regions without opening a local office. Your program can use domestic, nearshore, or offshore coverage, including the Philippines, to balance cost, service quality, and language needs. 

Most retailers look for higher first call resolution, faster response times, stronger customer satisfaction, and better visibility into customer behavior. Because contact center partners already have call center agents, tools, and reporting, you can improve service while keeping budget, logistics, and internal operations lighter. 

Traditional BPO call centers are often built around fixed seats. Retail and ecommerce outsourcing through Liveops is built around demand. That means you can start smaller, support promotions, and add coverage for new channels like social or SMS without committing to a large contract.