Ecommerce or electronic commerce is the trading of goods and services via the internet.
Some companies sell products online only, but many, utilize ecommerce as one of many distribution channels including physical stores and other revenue streams. Either way, ecommerce allows businesses of all sizes, from startups, small businesses, and large companies to sell their products at scale and reach customers worldwide.
“In 2021, retail e-commerce sales amounted to approximately 5.2 trillion U.S. dollars worldwide. This figure is forecast to grow by 56 percent over the next years, reaching about 8.1 trillion dollars by 2026.” Statistica
Outsourcing is the contracting out of business processes to external parties, either domestically or offshore. A subcategory of outsourcing, business process outsourcing (BPO) is the contracting out of specific business processes, such as customer-related functions (front office) like customer care operations via contact centers.
Why are so many ecommerce companies outsourcing customer support (phone, chat, email, more)? The biggest reason is the cost-effectiveness.
Why is Outsourcing Cost-Effective?
There are several reasons why outsourcing benefits the overall profitability of ecommerce companies.
Outsourcing remote tasks like customer support to foreign countries (offshoring) like The Philippines, where English proficiency is ingrained into the culture, provides skilled remote workers at a fraction of the cost of a local employee in the United States, Canada, and The United Kingdom.
How Do eCommerce Companies Worldwide Save with Pac Biz Contact Center Outsourcing?
- Eliminate Hiring Costs (job postings, recruiting costs)
- Eliminate Equipment Costs
- Eliminate Turnover Costs
- Reduce Operation Costs (Manager, supervisor, quality scoring, & other resources to help agents succeed)
- Scale with ease (add 1-30 agents at a time)
Quality Matters
Who you choose for outsourcing customer support is significant, as they are the main point of contact of your customer/client base. While you are pushing towards a goal of maximized profitability, it is important to keep your standards intact. Failure to put quality and performance KPIs at the top of your checklist could result in loss of trust from your customers and decreased brand loyalty.
Let’s get to know each other
Contact our sales team, based in Phoenix, Arizona, USA to learn how we help ecommerce businesses worldwide with remote customer support agents and virtual assistants.
