What Is eCommerce Call Center Outsourcing?


E-commerce lets firms and individuals buy and sell things over the internet. Call centers receive or transmit a large volume of inquiries by telephone. Lastly, outsourcing is hiring a party outside a company to perform services.

All three as a single entity refers to a 24-hour call center service for online retail stores. It is available in both voice and non-voice operations.


Outsource Your eCommerce Customer Service

  • Trained and hired eCommerce agent
  • eCommerce call center outsourcing services for online retail stores to enhance customer experience and build brand loyalty.
  • Operational 24/7 availability for answering inquiries, manage orders, upsell and cross-sell products, and resolve issues.

Why Outsource eCommerce Customer Service to Call Center?


Our call center agents are both office-based and an at-home workforce. Both provide call center staffing models.

Even from an at-home setup, we still see to it that the agents promote quality work by monitoring their task progress.

At Magellan Solutions our agents provide you with the best experience of eCommerce customer service outsourcing .

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Expert eCommerce Agents

e ensure that our agents have a wide knowledge of the products and services. This would result in better service for customers.

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eCommerce Call Center For Small Businesses

Our prices are competitive because it is value-generating. Our call center solutions are custom fit for your company's needs. With outstanding customer service, we improve the retailer-customer relationship and. We also make sure to encourage a repeat of business transactions. Perfect for small and big industries.

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Multilingual eCommerce Service Capability

Our eCommerce call center services are available in 10 languages to serve more customers worldwide.


24/7 Accesibility to eCommerce Customer Support

We make sure to bring out the best value out of each customer interaction. We assure this through our cloud-based call center software and multi-channel capability. We also have a strategic schedule shifting of agents that assures our services for customers anywhere. The shifting schedule also guarantees our help through your e-commerce outsourcing with us.

eCommerce Call Center Services We Provide:

  • Loyalty programs
  • Invoice inquiries
  • Balance inquiries
  • Order tracking and fulfillment
  • Customer care support
  • Inbound sales support
  • Billing support
  • Replacements
  • Account management
  • Refund Assistance

With our trusted trainers, we may offer more than what we already have. At Magellan Solutions, we make the needed adjustments to meet your 100% satisfaction.

How to further improve your eCommerce customer service

Continuous improvements are being expected from eCommerce customer service outsourcing. Magellan Solutions have the proper training and tools for the continuous growth of your business along with ours. Getting the issue resolved quickly is the most important thing for customer service. Customers expect to have their problems resolved with minimal interactions with agents. This avoids further customer frustration. This may lead to them going for the competitor instead.

Once there is panic or frustration, it would be up to the agent to calm them down. Being able to empathize and build rapport helps in building trust between customers and the service or product they purchase. It is also better if the follow-up is with the same person. The customer could view this as the agent not giving up on the issue until resolved. It also saves time because the customer does not need to explain all over the issue.

The last task for agents with customer issues would be to record and save a copy of the interaction. This is so that follow-ups are easily done. Customer information and their issue are easily tracked by the next agent if not solved within a day.

These are strategies for eCommerce outsourcing that we continuously offer:

Expand into a multichannel strategy.

Offering multichannel, you can provide a consistently high level of customer service. Your goal as an eCommerce business is to take customer service in every platform that a customer has access to online.

  • Facebook
  • Instagram
  • WhatsApp
  • Live Chat

Take advantage of the growing possibilities with social media.

When customers can’t connect to you via phone or Live Chat, they will often turn to social media. It also serves as a medium where brand advocates can talk about when you go above and beyond expectations.

Take advantage of the growing possibilities with social media.

When customers can’t connect to you via phone or Live Chat, they will often turn to social media. It also serves as a medium where brand advocates can talk about when you go above and beyond expectations.

Take advantage of live chat benefits.

Live chat increase sales. Customer service representatives can have multiple chats going simultaneously.

Instant messaging allows most customers to get an answer right away rather than wait for 24 hours or more with email. It’s very convenient and less costly as compared to phone support.

Do not have your customers repeat themselves.

Making sure customers don’t have to repeat themselves or wait days for a response is an important aspect. It is very frustrating having to wait on hold or repeat the same information to different representatives.

Keep a high Customer Satisfaction (CSAT) score.

CSAT helps you see if the interaction with the customer was a successful one or not. Customer satisfaction surveys commonly use CSAT to measure the consumers’ satisfaction with the product or service.

Agents would usually question customers “How satisfied were you with your experience today?” and ask for a numerical rating.

Use help desk software.

Customer service tools are crucial in retaining customers and keeping them satisfied. It helps customer service representatives manage customer inquiries better. It can integrate with online platforms and contact forms on your website. Everything is then stored in one central location.

Have your key information accessible online.

One of the most frustrating things is being unable to find information online. Ensure that your eCommerce website has an FAQ section. It must have relevant and basic information. This helps customers in easily reviewing a purchase. It also helps in assuring customers that your product is in good condition.

Employ seasonal staff.

Holidays are the busiest time for the majority of eCommerce industries. More sales equal more returns and more customer support. Consider employing extra staff to cope with the increased workload while still maintaining high levels of customer satisfaction.


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Frequently Asked Questions

What Is eCommerce Call Center Outsourcing?

It refers to a 24-hour call center service for online retail stores. It is available in both voice and non-voice operations.

What Makes A Good eCommerce Customer Service?

A good e-commerce customer service focuses on three things:

  • Dealing with customer inquiries, orders, and complaints
  • Creating a positive overall shopping experience
  • Tactical integration of cross-selling and upselling methods to increase customer value

If these three elements are present, it can help you in:

  • Increasing online store reach
  • Encouraging customers to buy recommended products
  • Keeping track of the latest trends and ‘hot buys’
  • Retaining customers and gain their loyalty
  • Minimizing refunds and customer complaints

When the ecommerce customer service is very responsive to the needs of the customers, this can translate to higher customer satisfaction that is equivalent to business profits.

Benefits Of Live Chat Service For eCommerce Sites

The basic step always begins with proper research. After determining your specific needs and requirements, you can search for a call center for ecommerce online, in directories, or by referral. Short-list the companies that you believe can provide the service that you need.

Consider the following when short-listing the companies that you found:

  • Track record
  • Specialization
  • Call center pricing
  • Compliance to industry regulations
  • Years of service
  • Company stability
  • Capacity to support your growing needs

eCommerce Customer Service Outsourcing in Philippines

Magellan Solutions has been providing e-commerce contact center services for over 14 years. Being an ISO and HIPAA compliant, we are serving more than 100 customers already; our services are guaranteed to be of the best quality with professional agents that are highly qualified.

See how our e-commerce call center services can help your thriving online business. Click the button below to inquire.