Call center for e-Commerce

Specialist Sales, Support and e-Commerce Call Center

Founder Jesse Rosenthal and Loop's senior leadership team have decades of experience helping many of America's biggest brands to build and run world-class support services and high-performance call centers for e-Commerce businesses.

Specialized solutions and services

We have studied the customer journey of various businesses and learned their pain points and opportunities. From that, we've developed our exclusive approach to maximizing acquisition & retention at key points throughout the customer journey. Our services are customized for each client, enabling us to start up new high-functioning call center services quickly.

Strategic planning and process creation

We create and customize processes for each product we will sell and support. We also plan for every communication channel, whether its phone, email, live chat, SMS, or social media. Our processes are then cascaded to our agent teams via an in-depth formal training program.

• e-Commerce services - we create strategies, tactics, offers, and more.
• Customer support services - we create end-to-end processes, a knowledge base, call flows, quality assurance programs, and more.

Fully utilized agents who can do phone and email sales & customer service

Each agent is trained separately for each of your products and services to be able to handle your call center needs. Our agents are trained to dial outbound to your customers, take inbound calls, and respond to inbound emails or website chat inquiries to sell, cross-sell, or upsell your products and services.
In addition, we maximize productivity by training our agents to be multiskilled. That means the same dedicated agents can provide you with customer service AND sales support. We do this while maintaining the highest compliance standards in all channels and service types, including TCPA, US Federal and State Do Not Call Lists, and other regulations.

Premium management, support, and frontline agents

Our main office is headquartered in the Philippines, the world capital of call center support services. This gives you instant access to the world’s best talents primed to help you grow. Loop attracts and develops these talents with its world-class talent acquisition and training programs.

Talent Acquisition

Our dedicated HR team selectively handpicks only the best candidates. We use a multilayered screening process to ensure we hire great agents for your account. The process includes…

• Follow-up interviews by the manager or supervisor running the account
• Requirement scoping
• Talent sourcing
• In-depth tests to evaluate candidates spoken English abilities, typing, attention to detail, sales and customer service aptitude, professional demeanor, reliability, and more
• Initial interviews
• Final pre-employment background checks, references, drug testing, and other due diligence

Training New Agents

After selecting the right candidates, our Operations team trains them to become top-performing agents. Our professional call center trainers typically provide 40 to 80 hours of training to newly-hired agents. Near the end, they’re tested and certified. And they ONLY go live if they pass. Once they go live, we have a ramp-up plan where they begin with simple tasks, gradually moving into more advanced tasks.
For example, if you have 10 products or services, they'll begin with a few and branch out over the first few months to all 10. Soon, they'll deliver world-class customer service and exceptional sales results to customers of all of your products and services.
Then, once fully trained, you have a high-performance team dedicated to you, smashing sales and/or customer support goals, demonstrating expertise in your business, and delivering reliable results and quality.

Refresher Training

We conduct regular refresher training programs to ensure they’re properly representing your brand. And we keep on top of all changes to your business. When your products and services change, website changes, processes change, tech change, or you launch new marketing campaigns, the manager or supervisor assigned to your account studies the changes, updates or creates new processes, strategies, tactics, scripts, and training materials, and uptrains your team, so everyone's using the most-recent and best information and processes.
From this you get a world-class team delivering world-class support and high-performance sales.

Save money and scale your business

We give you the right number of dedicated, skilled, trained agents for your business without overstaffing (and overspending). As your business’ phone, email, and chat needs grow, we add agents. If you need to scale back, we can do that too.

Project launch team of senior
e-Commerce experts

You will get a seasoned call center operations manager with extensive experience in e-Commerce. We will immerse ourselves in your business, build and launch your new service, and manage the team as performance ramps up, to reliably achieve great results.

All-inclusive

For one simple monthly fee, you get the people, processes, and technology of a premiere call center service. We will continually improve our processes to achieve your goals. Plus, as your business changes, we will update our customer support programs and sales tools, and retrain your agents – all for one monthly rate.