Teams BPO supports online marketplace operations spanning customer support, seller administration, listing review and account integrity workflows. Teams combine customer operations with seller, listing and account-integrity support for online marketplace environments.
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 online marketplaces across customer support, seller administration, listing review, order issues and account-integrity workflows.
Managed delivery
Teams BPO provides customer, seller and marketplace-operations teams supported by training, team leadership, QA and performance reporting. Work can be organized around buyer, seller, listing or account queues.
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
Online marketplaces use external operations teams to manage high-volume support queues, seller administration, listing review and recurring account issues.
Start with a specific workflow
Programs can begin with a focused buyer, seller or listing workflow and expand into additional marketplace operations once the service is established.