Why outsourcing call handling makes sense for retail

In the retail sector there’s generally no quiet period as throughout the year different seasonal launches, sales periods and of course Christmas keep your teams super busy. Any retailer understands the crucial importance of excellent customer service, and with new brands emerging on and offline every day, there’s never been a more important time to put quality customer service at the heart of your retail operation. By delighting your customers time and time again you will win their loyalty and attract them even in spite of competition. Below we’ve highlighted three key reasons why outsourcing your call handling makes sense for retailers.


Hiring and training an internal call handling team is a heavy upfront cost you might not want to put onto your retail business. Your customer still needs a team of people to speak to for any issues they need to have resolved, so where do they turn? By hiring an outsourced call handling team you’ll be giving your customers the expert service they need, without having the responsibility for a whole new team internally.

Immediately meet your needs

Let’s say your Christmas period sees sales double, and as a result, your incoming customer calls double too. By working with an outsourced call handling team you’ll be able to react to changes in your business immediately, without having to go out and recruit new call centre personnel to deal with your influx in customer queries. Equally, if you’re having a quiet time in sales, you won’t be put in the stressful position of having to let some of your call handling staff go, who you will need again as soon as sales pick up.


By outsourcing your customer call handling to a contact centre, you’ll be able to focus your time on providing the most exciting retail experience for your customers. Equally, you’ll have the peace of mind that all your customers’ calls are being handled by a team of expert customer service employees, so everyone’s focus is on their area of expertise.

If you’re looking to speak to an expert call handling partner, then contact Front Line today. With over sixteen years’ experience, we manage calls for our customers on a 24/7/365 basis, ensuring that their customers can speak to an expert whenever they want. Call us today on 0148 922 2819 for more information.

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