Call center for e-Commerce

Provide 24/7 world class customer support

For customer service issues, our agents will:

• Answer calls, emails, and live chats quickly


• Ensure requests/problems are resolved immediately and with empathy


• Assist new customers having problems accessing their subscription


• Be available during hours that are convenient to the customer


• Reignite appeal for subscribers who are losing interest in a product

Grow your sales and increase your customer base

To expand your customer base and enhance sales, we will:

• Increase conversion rates on inbound calls from marketing campaigns


• Make outbound calls to prospective customer leads


• Follow up on incomplete order forms and trial subscriptions


• Bring in new customers from outbound calls to leads and live sales chats


• Cross sell new customers to other product and service offerings

Capitalizing on Cross Sells and Upsells

Inbound calls (customer service, purchases, and onboarding) create opportunities to cross sell and upsell. Outbound campaigns to active customers are also great ways to cross sell and upsell. We can often get a 10% to 15% (or more) conversion from customers we speak to. There are several angles our agent can take:

• Cross-sell-at-birth: convince customers to add another product at the same cost;


• Cross sell premium products and services: encourage low-priced and premium customers to buy premium products;


• Upsell premium/high-priced products/services to active low-priced customers who never purchased a premium product before -- this is the Holy Grail of cross selling.

Cross selling and upselling have a double benefit: 1) Most importantly, it brings in revenue;
2) By introducing other products and services through cross sells/upsells, active customers may enjoy an expanded interest in your products.

Win Back 20% of Autorenewal/credit card Failures

According to Forbes, American credit cards expire about every 4 years. That means that about a quarter of your autorenewal customers are at risk of failure. If there is a major security breach like there was with Target or Sony PlayStation a few years ago, the number of cards going out of circulation can be significantly higher -- as millions of cards are canceled as a result of the hack. This doesn’t include lost, stolen, cancelled, over-the-limit, and fraud alert cards. Altogether, this is a lot of potentially failed autorenewals, and a lot of money left on the table.

We are experts when it comes to convincing your customers to renew -- even if they were not planning to. Our agents can usually retain 20% or more failed autorenewals when speaking to the customer -- which can usually more than cover the cost of this service, and then some.

Prevent Cancellations

Most businesses see 15% to 20% cancellations annually. There are many different reasons for cancelling (not just cost), so we train agents to identify the reason for cancellation, find a solution to the problem, and provide an incentive to retain the customer.

We do the same thing for cancellations that come through email and website channels. Since these vehicles don’t allow the opportunity for a dialogue between the agent and customer, we follow up each request with a phone call.

We will communicate with customers through the channels they prefer

Our agents are multiskilled, so they can flow effortlessly across channels to maximize their productivity.

• Phone


• Email


• Live chat


• Social media (Facebook, Instagram, TikTok, You Tube)

We prepare agents for high-volume calls/emails/chats during

• Major Holidays including Thanksgiving, Black Friday, Father’s Day, Mother’s Day, Christmas, and New Year’s Eve/Day


• During successful large-scale marketing campaigns


• Retention strategies, tactics, scripts, offers, and rebuttals


• Unusually high numbers of cancellations, refunds, or product returns that need to be addressed with calls


• Technology problems affecting multiple subscribers

We will build a customized, high-performance team of experts for your business

A seasoned call center expert is dedicated to your account. We make sure they will spend at least a solid week intensely studying your business, customers, products, marketing, sales, and technology.

We also provide a series of “train the trainer” sessions using Zoom video so you can easily transition knowledge from your expert to our expert. We use this material to create …

• Customized sales and retention We provide you with strategies, tactics, scripts, offers, and rebuttals.


• End-to-end support processes Call flows, lists of customer requests plus the correct step-by-step process to resolve each, as well as a complete knowledge base about your services and processes.


• Detailed step-by-step processes This includes screenshots for any technology plus a variety of scenarios including sales calls, cancellation requests, customer service contacts, etc.


• Formal agent training program Educate agents about your products, services, customer profile, customer service programs, salesmanship, retention methods, and quality assurance.


• Quality Assurance Program guidelines, score cards, performance management reviews, performance management processes, and more