Order Processing Call Center: The Back Bone of Ecommerce Businessesby John Martine Author
Order processing is the complete process of taking the order, processing it and shipping the product to the customer. It has held great significance for companies before the ecommerce revolution, and has become even more important in the recent years. Although an automated platform can keep track of customer orders and carry out day-to-day tasks, there are instances where manual intervention is required. In such times, an order processing call center can be very helpful.
Important Tasks Performed by Order Processing and Order Taking Call Center
Although terms like order processing and order taking call center are used interchangeably, the two are slightly different.
An order taking call center rep receives manual orders from customers. Most customers use order taking call center when they are unable to get their orders fulfilled. Others contact order taking call center when they are purchasing in bulk e.g., retail suppliers, hoteliers, wholesalers etc.
On the other hand, an order processing call center can be contacted when there is an issue during the actual making of an order. During situations like payment failure or delivery of wrong product or replacement queries, an order processing call center comes to the rescue of customers.
Combine Terrific Customer Care with Ordering-Related Call Center
Customer care still remains the most important asset of a call center rep, regardless of the fact if he/she is carrying out customer care, tech support or order-related tasks for the customers. Rapport building, empathy and quick answer of phone calls are the fundamentals of a successful order taking and order processing call center.
If you can offer terrific customer care, you are likely to stay in the good books of the customers and they will keep on coming back for more. But if you shortchange them in terms of basic customer care, your business is going to take a hit.
It is easier to groom good customer service agents into quality order processing agents, but the same is not true when reversed. Therefore, you need to partnership with seasoned veterans who have top-class agents with long-term experience of customer services.
Find the Right Blend of Technical Expertise with Customer Care Skills
For an order processing and order taking call center to be successful, you need to find a call center outsourcing vendor that can keep customers satisfied. The AHT of the calls should be low, FCR should be high and no calls should go unanswered.
In this regard, A1 Call Center is one of the best call center companies in the world with the right talent and experience in the ecommerce domain.
Created on Jan 22nd 2021 09:05. Viewed 273 times.