Teams BPO supports ecommerce and retail operations spanning customer care, orders, returns, refunds and marketplace support. Teams can be aligned to channel mix, order volumes, peak periods and customer-service requirements.
Teams BPO supports ecommerce customer care, order status, returns and refunds, order administration and related back-office work.
Operations that can be supported
Teams BPO can support:
- Order status inquiries
- Returns and refunds
- Cancellations
- Seller support
- Catalog operations
- Listing support
- Fraud and chargeback review
- Subscription support
Operational support
Teams BPO supports ecommerce and retail operations across customer service, order management, delivery enquiries, returns, refunds and related back-office workflows.
Managed delivery
Teams BPO provides customer-service and back-office teams for ecommerce operations, supported by workforce planning, team leadership, QA and performance reporting. Coverage can flex around seasonal and promotional demand.
Measures that matter
Typical operating measures may include:
- CSAT
- First response time
- Resolution time
- Refund turnaround
- WISMO contact rate
- Return processing time
- Order accuracy
Common reasons to outsource
Ecommerce and retail businesses use operating partners to extend coverage, manage seasonal peaks, improve response times and add capacity across customer and order workflows.
Start with a specific workflow
Programs can begin with customer service, order status, returns or refunds, then expand into adjacent back-office workflows as demand grows.