Key takeaways:
- Hidden inefficiencies come at a cost: A slow and ineffective eCommerce call center service leads to lost sales, higher operational expenses, and dissatisfied customers.
- Productivity drives profitability: Streamlining operations reduces costs, enhances customer satisfaction, and boosts revenue.
- Transform your eCommerce call center into a profit center: Rather than viewing it as an unavoidable expense, leverage it as a revenue-generating asset.
If your eCommerce call center is inefficient, you're not just dealing with frustrated customersyou’re losing sales and overspending. Long wait times, unresolved issues, and missed opportunities can drive customers straight to competitors. Additionally, when support teams lack proactivity, potential buyers slip away.
This guide will walk you through best practices to enhance your eCommerce call center’s productivity, improve customer service, and drive profitability, while also explaining the importance of having an integrated voice system.
The hidden costs of inefficient eCommerce call centers
What does inefficiency really cost your e-Commerce call center? More than you might realize.
- Labor costs: Poor training and unfavorable working conditions lead to high employee turnover, forcing you to constantly recruit and retrain staff. Ineffective scheduling also results in wasted payroll.
- Inefficient technology: Agents using outdated systems spend 25% more time navigating disjointed interfaces, delaying issue resolution
- Security risks: Inadequately trained staff can contribute to data breaches, which may result in severe financial penalties.
- Poor call routing: Misdirected calls waste both customer and agent time, increasing operational inefficiencies.
- Lack of self-service options: Without automated solutions for simple inquiries, phone lines become unnecessarily congested, inflating operational costs.
- Inadequate training: Insufficiently trained agents take longer to resolve issues, impacting both efficiency and customer satisfaction.
- Shrinkage: Agent shrinkage, caused by burnout or inadequate tools, reduces effective working hours by 20–30%, leading to a higher cost per interaction
- Customer churn: Only 15% of dissatisfied customers return after a resolution attempt
What is a call center for eCommerce customer service?
A call center for eCommerce customer service is a support hub where agents handle customer inquiries, orders, complaints, and returns via phone, chat, email, or social media. It helps enhance customer satisfaction, streamline issue resolution, and improve overall shopping experience.
A call center for eCommerce can be in-house or outsourced. In both cases, implementing strategies to boost productivity is essential.
Best practices for improving productivity in eCommerce call center management
1. Use an omnichannel software integrated with your eCommerce ecosystem
Customers often reach out via chat, email, or social media before making a phone call. If these systems are disconnected, agents waste time requesting repeat information, frustrating customers.
A unified omnichannel platform consolidates all customer interactions in one place, allowing agents to access previous communications instantly.
For example, if a customer inquires about a missing order via Instagram and later calls for an update, the agent should see the entire conversation history rather than asking, “Can I have your order number?” again.
Here you will find the best practices for managing your help desk platform.
2. Route each call to the most qualified agent
Instead of assigning customers to the first available agent, skill-based routing ensures they connect with an expert in their specific issue, reducing transfers and resolving inquiries faster. Implementing AI-driven ticketing systems for eCommerce automates scheduling and call distribution for a more effective support experience.
3. Smart scheduling
Smart scheduling is about making sure you have the right number of agents available when customers need help, no more, no less. If you’re not planning ahead, you’ll either keep customers waiting or waste resources on idle agents.
Use historical data to spot peak hours and adjust staffing accordingly. Maybe calls spike after a big sale or slow down midweek, smart scheduling ensures you're always prepared. AI tools can even predict demand and tweak shifts automatically, so you’re not constantly juggling schedules.
4. Continuous training for faster resolution within your e-Commerce call center
Instead of relying solely on scripts, training should incorporate real-world customer scenarios, such as processing returns or troubleshooting technical issues.
Hands-on learning, where new hires take supervised calls, accelerates their ability to problem-solve confidently. Training should also be ongoing weekly refreshers on product updates and customer interaction techniques help agents stay sharp.
Additionally, another best practice for training agents in eCommerce call centers is analyzing call recordings to highlight inefficiencies and improve response strategies for faster, higher-quality interactions.
5. Real-time dashboards for instant customer insights
Agents waste valuable time searching for order details, placing customers on hold, or transferring calls unnecessarily.
If you want your agents to be able to solve customer problems efficiently, the dashboard must display vital eCommerce industry information in real time, usually related to the order.
- Order details (purchase date, payment method)
- Shipping status (tracking number, carrier location)
- Return or refund progress
If a customer asks, “Where’s my package?”, the agent should immediately respond, “It left our warehouse yesterday and will arrive Thursday,” rather than checking with logistics.This speeds up resolutions and enhances customer satisfaction.
Direct integration with order management systems (OMS) and carriers is paramount.
Outvio Desk synchronizes support tickets with shipping carriers, automating return label generation, issue management, and delivery tracking. allowing you to offer personalized assistance throughout the purchase and delivery process.
6. Automate repetitive task with predefined templates
Predefined templates, or canned responses, allow agents to swiftly address common customer inquiries with standardized replies, reducing response time and ensuring uniform communication. For example, when a customer asks about order status, an agent can select a pre-written response and personalize it as needed.
Macros further streamline operations by executing multiple actions with a single command. In this context, macros can:
- Auto-fill form fields: Automatically populate customer information into forms, minimizing manual data entry and errors
- Set ticket properties: Adjust statuses, priorities, or categories based on the inquiry, optimizing workflow management
- Insert response templates: Combine multiple predefined responses into a cohesive message tailored to the customer's needs
7. Converting service interactions into sales opportunities
A) Upselling approach
Upselling is most effective when framed as a solution rather than a more expensive option. Instead of asking, “Would you like the premium version?”, agents should highlight tangible benefits.
For example:
- If a customer is considering a basic model, the agent can say: “For just $20 more, this version has double the battery life, so you won’t have to recharge as often.”
- If they express frustration over slow performance: “The pro model has a faster processor, so it won’t lag when running multiple apps.”
When presented as a value-driven decision, customers perceive the upgrade as a smart investment rather than an upsell.
B) Cross-selling approach
Customers often overlook essential add-ons. A well-timed suggestion can enhance their experience while increasing sales.
For instance:
- If a customer buys a camera, the agent can recommend: “A high-speed memory card ensures you won’t run out of storage mid-shoot.”
- Adding an incentive makes it more compelling: “Right now, if you add a second controller, you get 20% off.”
The goal isn’t just to increase sales—it’s to anticipate customer needs and enhance their purchase.
How to measure productivity levels for contact centres in eCommerce: Key metrics
Improving productivity in an eCommerce call center is only part of the equation—you also need to measure performance to ensure long-term success. Tracking Key Performance Indicators (KPIs) reveals where your team excels and where optimization is needed.
Here are the most critical metrics and how to use them effectively:
1. Average handle time (AHT)
What it measures: The total time spent on a customer interaction, including talk time, hold time, and after-call work.
How to use it:
- Identify inefficiencies: If AHT is too high, agents may need better training or tools to speed up resolutions
- Optimize scripts & workflows: Simplify processes to help agents handle calls more efficiently
- Balance speed with quality: A low AHT is good, but not if it leads to rushed, poor-quality service
2. First-call resolution (FCR)
What it measures: The percentage of customer issues resolved on the first contact, without the need for follow-ups.
How to use it:
- Analyze common issues: Identify problems that frequently require multiple interactions and find solutions
- Improve knowledge base: Ensure agents have access to accurate and updated information
- Empower agents: Give agents the authority to make decisions that resolve issues faster
3. Customer satisfaction score (CSAT)
What it measures: Customer feedback on their support experience, usually rated on a scale from 1-5 or 1-10.
How to use it:
- Collect feedback after interactions: Use post-call surveys to gauge satisfaction
- Address negative reviews: Investigate complaints to fix recurring issues
- Reward high performers: Recognize agents with consistently high CSAT scores
4. Service level (SL)
What it measures: The percentage of calls answered within a specific time (e.g., 80% of calls answered within 20 seconds).
How to use it:
- Adjust staffing levels: Ensure enough agents are available during peak hours
- Use call routing: Direct calls to the right department or agent faster
- Monitor real-time performance: Make quick adjustments when service levels drop
5. Agent occupancy rate
What it measures: The percentage of time agents spend actively handling calls versus waiting for the next interaction.
How to use it:
- Balance workloads: Too high means agents are overwhelmed; too low means resources are underused
- Automate repetitive tasks: Free up agents for more complex interactions
- Improve scheduling: Optimize shifts to match call volume
The right pricing model: Control costs without sacrificing service
The way you pay for your eCommerce call center software is crucial. The wrong pricing model can force you to choose between saving money and providing excellent customer service.
- Many solutions charge by call duration, incoming ticket, or automation usage, turning every interaction into a financial decision.
- This can lead agents to rush calls, limit customer interactions, or avoid automation tools.
For instance, consider a scenario where a customer contacts support with a complex issue requiring in-depth troubleshooting. If the eCommerce call center software operates on a per-minute pricing model, agents may feel compelled to shorten the interaction to minimize costs.
This pressure can result in incomplete issue resolution, leading to repeat calls, customer frustration, and ultimately higher operational expenses for the business.
Outvio solves this problem It offers unlimited calls, tickets, and automation with no extra fees. Your agents can take the time they need to resolve issues, build customer trust, and increase retention, without worrying about rising costs.
When pricing doesn't penalize great service, your call center becomes a true asset, not just an expense. With Outvio, you get maximum efficiency, better customer experiences, and long-term profitability—all without hidden costs.
