13 October 2023

Why companies are using e-commerce call center outsourcing services.

Why companies are using e-commerce call center outsourcing services.

Why use e-commerce call center outsourcing services?

Outsourcing your e-commerce call center can be a game-changer for your business. It's a smart solution that helps optimize customer service operations quickly and efficiently. With a blend of cost-effectiveness, scalability, and expertise, these services are hard to beat. Plus, by outsourcing customer service, you can focus on what you do best and increase overall efficiency.

You'll also have access to a talented pool of professionals with specific skills to handle any customer service scenario. And don't worry about seasonal fluctuations in call volume – they'll be handled with ease, ensuring your customers always get the help they need, when they need it. Ultimately, outsourcing can lead to enhanced customer satisfaction, fostering loyalty and driving repeat business. It's a win-win for you and your customers.

What a third party like Transcom can offer you. 

At Transcom, we understand the importance of delivering exceptional customer service in today's fast-paced e-commerce world. That's why our outsourcing services are tailored to meet the specific needs and goals of each client. 

With our extensive experience in e-commerce call center outsourcing, we have a deep understanding of industry best practices and can help elevate your customer service operations to the next level. We offer a range of services, including multilingual support and omnichannel communication options, to ensure your customers can reach you in their preferred way and language.

ADA - Agent Development Accelerator.

Outsourcing often brings with it a great benefit: better agents. Sure, you can train good agents who will get the job done. But let's be honest, training takes up a lot of time and costs a fortune. And even then, there's no guarantee they'll be fully prepared for the realities of the job. That often leads to high turnover, which is a major drain on your resources. Constantly training new agents slows down your operation, plus they lack the experience of seasoned agents, which can impact quality.

But here's where Transcom comes in to save the day. Our AI-powered e-commerce call center outsourcing solution, ADA - the Agent Development Accelerator, solves this problem. By leveraging the power of AI, ADA trains your agents to handle customer interactions like pros. These AI-powered personas are so lifelike that your agents get more invested and can practice with low-stakes calls, gaining confidence without the pressure of a real interaction. And the best part? ADA can simulate any type of customer, making the training experience highly realistic and versatile.

But that's not all. ADA also analyzes your agents' performance, identifying areas for improvement. This boosts efficiency for both new and existing agents, ensuring top-notch service every step of the way. With Transcom and ADA, you'll have a team of skilled agents who are ready to provide exceptional customer support, without the headaches of constant training and attrition.

Transcom's e-commerce call center outsourcing services

Automated Translation.

Outsourcing offers a valuable advantage of quick responsiveness. Whether it's handling peak volumes or entering new markets, an outsourcing partner has the necessary systems and operations to provide the agility that may be challenging to achieve independently. Starting from scratch is not always required when scaling up or expanding. Sometimes, all you need is exceptional technology and that technology comes with e-commerce call center outsourcing. Transcom has developed Automated Translation, an AI-powered solution that offers real-time translation for both text and voice. It brings three key benefits. 

Firstly, it allows you to handle peak volumes by redirecting calls to other centers, regardless of the language. Secondly, it enables you to operate in new markets without having a physical presence, as Automated Translation provides native language support even without native speakers. This, combined with near-instant translation in over 100 languages, guarantees enhanced customer and agent satisfaction. Furthermore, it reduces the workload for individual agents, leading to lower attrition rates by ensuring they are not overwhelmed and have ample downtime.


Chatbots have emerged as a game-changer for call centers, particularly within the realm of e-commerce. They offer several advantages that improve efficiency and customer satisfaction. The problem lies with trying to create your own chatbot from scratch. Where does one even start with that? The answer is e-commerce call center outsourcing with an experienced partner like Transcom. 

Firstly, these AI-powered tools provide instant responses to customer queries, significantly reducing wait times, and enhancing customer experiences. Moreover, they can operate around the clock, ensuring that customer assistance is available 24/7. Additionally, chatbots can handle multiple queries simultaneously, thereby increasing the overall productivity of the call center. Lastly, chatbots are capable of executing routine tasks flawlessly, allowing human agents to focus more on complex customer issues. By incorporating chatbots into call center operations, e-commerce businesses can elevate their customer service, ultimately leading to improved customer retention rates.


Customer service and the expectations your customers have about the support they receive are changing every day. It used to be enough to solve their issues or provide accurate information. But now, customer support has become an extension of the whole e-commerce customer experience. It's about going beyond just being good or fast - it's about creating an enjoyable experience, giving that little bit extra, and making customers feel looked after and appreciated.

Outsourcing your e-commerce customer service to us means you can get exactly that. We implement things like Omnichannel, a multichannel approach that gives your customers the freedom to reach out through their preferred communication route. By using Omnichannel, agents will always be in the loop, knowing if they're taking over from another agent or if the customer has had similar issues before. This way, your customers feel more in control, and we adjust to their specific needs. It's all about increasing customer satisfaction and boosting your business's image. Let us take care of your customer service while you focus on what you do best.

In conclusion.

In the fast-paced world of e-commerce, where customer expectations are constantly evolving, it's crucial to have a reliable and efficient call center partner. E-commerce call center outsourcing with Transcom offers numerous benefits that can help your business thrive. From AI-powered solutions like ADA for agent training and Automated Translation for omnilingual support to chatbots and Omnichannel strategies - we have everything you need to provide exceptional customer service and boost your business's success. Don't let high turnover rates and training headaches hold you back. Partner with Transcom and see the difference for yourself. So, if you're looking to take your e-commerce business to new heights, look no further than Transcom for all your call center needs.