BPO services for the Retail sector

Business process outsourcing (BPO) services are becoming an increasingly popular option for companies in the retail sector. By outsourcing certain tasks and processes to a third-party service provider, businesses can save time and money, while also freeing up resources to focus on the core functions of their operations.

In this blog post, we give insights into some of the key benefits of BPO services for retail companies. We will also highlight some of the most common tasks and processes that can be outsourced to a BPO provider.

How BPO helps Retail businesses

The retail sector is one of the most competitive environments in business. With ever-changing consumer trends and the rise of online shopping, retail companies need to be agile and adaptable to survive. This is where business process outsourcing (BPO) comes into play.

BPO services can provide several benefits for retail businesses, and help you stay as competitive as possible in an ever-evolving sector.

Increased efficiency and accuracy

By outsourcing tasks and processes to a BPO service provider, businesses can improve their overall efficiency and productivity. This is because BPO providers have the expertise and resources to complete tasks quickly and effectively, without compromising on quality. What’s more, BPO services can also help to improve the accuracy of data and information within your company. This is crucial in the retail sector, where even a small mistake could result in a loss of sales or customers.

Cost savings

One of the most well known reasons why retail businesses use BPO vendors is to make their operations more cost-efficient.
By outsourcing certain tasks, businesses can save on labour, equipment, and office space costs amongst other operational expenses. In some cases, BPO providers can also offer economies of scale, which can further reduce costs for retail businesses .

Improved customer service & satisfaction

Another key benefit of BPO services for retail businesses is the improved customer service that can be achieved. BPO providers can help to streamline processes such as order taking and product returns, making it easier and quicker for customers to get the service they need. This can lead to increased customer satisfaction levels and improved retention rates.

Outsourcing helps you focus on core competencies

In a fast-paced and highly competitive sector like retail, it’s important that businesses focus on their core competencies. This is the area in which they have the most expertise and experience, and where they can add the most value to their customers.
By outsourcing non-core tasks and processes to a BPO provider, businesses can free up time and resources to focus on developing their core competencies. This can help them to stay ahead of the competition, and better meet the needs of their customers.

Increased knowledge and expertise

When working with a BPO service provider, retail businesses can benefit from their increased knowledge and expertise.
BPO providers have a team of experts who are experienced in a wide range of tasks and processes. This means that they can offer valuable insights and guidance to retail businesses, helping you to improve your operations.

Granular detail of business performance

Another key benefit of outsourcing is the granular detail of business performance that can be achieved.
BPO providers can help retail businesses to track vital data and metrics, such as customer satisfaction levels, conversion rates, and average order values. This information can be used to improve business performance and make necessary changes to operations.

Alternative staff increase for short term or seasonal projects

It is common knowledge that retail has severe increases in staff demand during certain seasons or holidays. This can put a strain on your resources, and make it difficult to maintain high levels of customer service.
One way to overcome this challenge is to outsource seasonal tasks and processes to a BPO provider. This will give you access to the extra staff you need, without having to increase your headcount permanently.

Shared Risk and Responsibility

When you outsource a task or process to a BPO service provider, you share the risk and responsibility for its successful completion. This can help to reduce the pressure on your in-house team, and improve your overall business resilience.

It can reduce or even eliminate MIS weaknesses

MIS (Management Information Systems) issues can be a major problem for retail businesses. This is because they can lead to errors in data and information, which can impact your bottom line.
By outsourcing MIS-related tasks and processes to a BPO provider, you can reduce the risk of MIS issues, and improve the accuracy of your data.

Maintain your brand reputation

Your brand reputation is one of your most valuable assets, and you must protect it at all costs.
Outsourcing can help you to do this, as it gives you access to a dedicated team of experts who can help you to maintain your brand standards by quickly satisfying customer issues. This involves tasks such as social media monitoring, customer service , and quality control.

Our BPO services for Retail sector

Whether you’re looking for front-office BPO services or back-office outsourcing needs, our established BPO operation will be able to provide a variety of solutions for your company.

Each of these services can be customised to meet the specific needs of your retail business. And, by working with a reputable BPO company, you can be sure that you’re getting quality services at a competitive price.

Consumer Links has invested in globally leading telephony solutions and infrastructure with multiple failover and data protection.

We can provide customised IVR’s that will allow clever voice routing to ensure your customer speaks to the right person first time.

All calls are recorded and archived ensuring there is a voice log of every single conversation we have on your behalf. Utilising our technology we give every customer full administration access to our telephony platform for real time monitoring and performance management.

Great technology is only half the ingredients needed for a successful customer support operation. Coupled with great technology are our people.
Our team are rigorously vetted and highly trained to ensure they can provide a premium customer support offering for your business.

We never forget that we frequently function as the initial point of contact for your organisation, and we treat that responsibility and ownership very seriously.

We know that customer-centric retail inbound call assistance is important, and we understand how that can detract from innovation. We can handle the non-core elements so you can focus on your core functions.

Our team have years of experience in managing inbound calls for retail businesses and is highly trained to deal with all types of queries efficiently. We make sure that every call is answered promptly and that each customer feels valued.

Our contact centre can also answer inbound calls 24 hours a day, ensuring your business can provide support to customers at any moment.

Some of the inbound retail support services we offer include:

  • Order taking and processing
  • Customer service
  • Technical support
  • Product information
  • Returns and exchanges
  • Appointment scheduling
  • Complaint management
  • Emergency response services

We never forget that we frequently function as the initial point of contact for your organisation, and we treat that responsibility and ownership very seriously.

We are in a technological era where not everyone wishes to pick up the phone to have their issues resolved. Your customers now want to be able to contact you through a variety of channels, including social media, email, and live chat.

That’s why our team is trained in multichannel customer support, so they can provide an excellent level of service no matter how your customers choose to get in touch.

We understand that each channel has its own way of communicating, so we make sure that our team is fully conversant in the language and etiquette of each platform. This helps to reduce revenue loss, and provide information, advice and online support unobtrusively and professionally.

Some of the channels we offer support on include:

  • Telephone
  • Email
  • Web chat
  • Social media
  • SMS

Each retail business is unique, and as such there has been a variety of ways organisations have utilised our retail customer support.

Outbound Retail Call Support

There are several reasons why you might need to make outbound calls as part of your retail business.

Retail lead generation

If you're looking to increase your customer base, then our outbound call centre services for retail can help. We can make calls on your behalf to generate leads and appointments.
Our team are experts at building rapport with customers, so you can be sure that each call will be professional and courteous.

Customer surveys

It's important to get feedback from your customers from time to time, so you can assess how well you're doing and identify areas for improvement.
Our retail outbound call centre services can help by conducting customer surveys on your behalf. We'll compile the results and present them to you in an easy-to-understand format, so you can make the necessary changes.

Debt collections

If you need to make any outbound collection calls as part of your retail business, our team can help. We understand that these types of calls can be sensitive, so we'll handle them with care and professionalism.

Retention calls

It costs more to acquire a new customer than it does to keep an existing one, and we know how important it is to nurture your relationships with your current customers.

Our outbound call centre can help by making retention calls on your behalf. We can check in with customers to see how they're doing and offer any support or advice they might need.

Other outbound services we have provided for the retail sector include:

We can help with any outbound call support you need, and our team is experienced in a wide range of industries and call types. We can provide both scripted and non-scripted support, so whatever your needs, we have you covered.
As a trusted BPO vendor for household retail names, our team is highly trained in objection handling, so they can deal with any challenges that come their way. They are also experienced in upselling and cross-selling, so if you need help boosting your sales, we can certainly provide that too.

We understand the level of attention and care required to run an effective outbound department. We can take care of this for you, allowing you to focus on other aspects of your business.

Why hire our Retail BPO services?

There are many reasons to choose our retail BPO services, but some of the main ones include:

  • We’re a trusted BPO vendor for household retail names. As a UK owned contact centre, we adhere to OFCOM and ICO regulations. We have a team of diverse highly trained and experienced agents.
  • We offer an extensive range of outbound call centre services.
  • Our operation can provide both scripted and non-scripted support.
  • Our pricing is competitive without compromising on quality.

Want to see how we have helped others?

Visit our case studies to see in depth reports on how retail companies have benefitted from our range of BPO services.


There are many reasons to use BPO services for your retail business, and utilising them can improve cost effiencies, customer satisfaction and growth trajectories.

Our outsourcing contact centre have a wealth of experience support retail businesses of all statures with a variety of services being delivered.
If you would like to discuss your requirements, we’d love to hear from you.
Contact us via your preferred method and we will be in touch.

Let’s start empowering your business

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