Call Center for Ecommerce – What it is and why it’s critical for your Shop

Let’s first define what an Inbound Call Center is: it is a facility formed by human resources, hardware such as PCs, headsets and servers, and integrated services, which is suitable for receiving numerous customer calls in order to provide excellent Inbound Customer Service.

Normally, a Geographic phone number is set up (with area code then), a toll-free number or a toll number (such as 199), which in turn is configured on a Voip switchboard that allows to manage the so-called “call queue” with configurable messages during the classic waiting period before an operator answers us.

The moment Inbound Call Center operators answer the calling customer, the Euro Connect software allows them to track the call, monitor its quality, and associate a support ticket with it so that they can resolve their problem.

Euro Connect inbound contact center, why we are different

Ours is not just an Inbound Contact Center, but a structure of excellence that integrates all the services with which customers can dialogue with your company.

That’s the bottom line-when the customer contacts your company’s customer service department, he expects to have his problem solved and to be heard, not to bounce off a rubber wall.

Inbound Customer Care is the first and often the only direct line of contact between a potential or existing customer and the company, the opinion (Customer Experience) that customers will have of your Brand is in fact dictated by only 3 factors: Marketing, Product Quality, Customer Service.

Customer care: what changes from regular call centers

If we literally translate “Customer Care” we find that it means, “Customer Care.” This is the fundamental concept on which Euro Connect’s outsourced Customer Support services are based. We take care of your customers as if they were our own, so your company will be free to focus on its real core business.

Euro Connect’s inbound call center software is developed to allow your customers to rate each contact made, whether by phone, chat or e-mail. Only then can you truly monitor the level of satisfaction generated by our Inbound Customer Care by having all the data you need to improve your processes and services.

Euro Connect inbound contact center and its multilingual call center

Euro Connect’s Inbound Call Center is first and foremost focused on quality (to date we have never lost a customer).

The operators who make up our Customer Care Team are all native speakers or peers, speak Italian, English, French, Spanish, German, Russian, Portuguese, and Dutch, and have as their primary goal the satisfaction of the customer who calls us.

We answer 80% of calls within the first 30 seconds, and no customer waits more than a minute in the queue thanks to the “Call Me Back” system; we currently receive more than 152,000 calls per month.

Multichannel inbound call center

Customer service requests via telephone are increasingly decreasing in favor of faster channels such as Mail, Chat, and Social Networks, thus our Call Center has become multi-channel and multi-platform. For each of these channels we provide the same service excellence that is typical of Euro Connect:

Email support is via an email address provided by the customer or by ourselves, which is interfaced with the Trouble Ticketing Software so that we can monitor the emails handled and those yet to be handled. This way no email is lost, and depending on your needs we can guarantee handling within minutes of receipt.

Chat customer service from our Inbound Call Center we use it very often for E Commerce, for which we have even set up a Business Unit especially for it: Customer Service for Ecommerce.

E-commerce inbound customer service

It is very helpful in increasing your sales, because often the customer needs just a little nudge to complete the purchase on your site because they may have a doubt or are simply not familiar with how the process works. Chat is fast, immediate and works on smart phones as well.

Last Business Unit created in the Euro Connect Inbound Call Center is for Social Customer Service or Social Customer Service.

With Social Networks the revolution has happened, whereas a few years ago the customer called Customer Service and had no one to complain to about poor service today they can do so publicly on all Social platforms, from Facebook to Twitter via Google+.

With Euro Connect’s Inbound Call Center, you’ll be sure to keep your Brand Reputation high, even on Social

Inbound call center for you

The fields of application of our services are almost infinite and usable by all companies dealing with any type of product to an end user:

  • Consumer Hotline
  • Customer service for large operators Telephony, Energy and Services
  • Managing Reservations for Events
  • Pre-Sales Customer Service
  • After Sales Customer Support
  • Order Management E Commerce
  • Online Training Support
  • Customer service on all social networks

Inbound Call Center, Our Team

Our staff, your operators, are the focal point around which the quality of your customer service and customer satisfaction revolves.

At Euro Connect we focus everything on training our employees, taking care of every single aspect. We do not stop at providing them with a script and a smattering of the product as is often the case, but we also focus on the small details, such as tone of voice, politeness, preparation, and their personal satisfaction. A happy Staff will also make your customers happy.