Eight Issues with Retail Call Centers and the Solutions

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Written By aliciajohnson10021994@gmail.com

Retail companies can provide the best possible customer service with the help of contact centers. Regardless of the business or the client’s location, these customer care services and support help boost customer retention. 

Still, a call center for retail stores often encounters a distinct set of problems that call centers in other sectors do not. Fortunately, you can effectively manage those working at your retail contact center with simple techniques to overcome these obstacles.


Contact Center Challenges and Mistakes in Retail Affecting CX 


Retail contact centers may occasionally encounter difficulties and challenges with negative financial, time, or customer service impacts. Typically, these challenges are:

  • Customers Demand Constant Support
  • Staying Up to Date on New Forms of Communication and channels
  • Interpreting Data
  • Handling Calls
  • Options for Payment
  • Elevated Rates of Agent Turnover
  • Managing Peak Seasons
  • Managing Multiple Sites

Continue reading to learn how to avoid these mistakes and guarantee that your contact center provides the finest retail call center services.

1. Customers Demand Constant Assistance

One of the primary responsibilities of any retail contact center job description is answering client questions. Additionally, since today’s customers are accustomed to receiving services from e-commerce companies around the clock, they will anticipate the same consistency from your brick-and-mortar store and contact center or call center for retail stores.

However, this might be challenging for most retail establishments as your call center must be open to consumers around the clock, unlike your shop, which has “working hours. Additionally, having agents on 24/7 duty adds up to your call center’s operational expenses.


Use virtual agents! These agents may be used on chat and audio channels and can benefit your retail call center in many other ways. For instance, they can:

Assist your clients after your agents finish their shifts, allowing you to operate as a 24/7 contact center with exceptionally lower costs. You may also provide self-service options to your clients during regular business hours to reduce overreliance on agents and chatbot services. 

Avoid low service levels and lengthy AHT by automating monotonous operations like order tracking. This will free up your agents’ time to work on more valuable duties. 

Furthermore, you can maintain the effectiveness and quality of your customer interactions without sacrificing either with the help of state-of-the-art contact center artificial intelligence (AI) solutions like efficient Voicebots and Chatbots solutions for a call center for retail stores.

2. Staying Up to Date With New Channels of Communication

Retail businesses must be present across all customer communication channels to have a competitive edge. Nevertheless, maintaining such a presence can take a lot of time and effort, particularly if you lack the tools needed to manage it.


A multichannel call center solution is one of the most crucial tools to overcome this obstacle. You could foster consumer relationships via all desired channels with such a system. Some call centers for rental stores offer trained workforces and advanced tools with APIs and frameworks to manage multichannel support in retail. The most efficient multichannel communication is possible since all these integrations can be managed from a single application.

3. Interpreting Information

For retail contact centers, gathering data on agent performance, sales rates, frequent questions, and customer behavior is as important as labor management in this data and information revolution era.

This knowledge is useful since it makes all essential efforts to enhance your business. For example, you may use one dataset to teach your agents based on performance data and use another dataset to cross- or upsell based on customer behavior. However, Making meaning of data is labor- and resource-intensive. 


So, AI-enabled efficient software applications must collect, analyze, and manage enormous amounts of data to generate real-time or quick insights for improving the operation of a call center for retail stores.

Robust reporting and monitoring capabilities should be your call center solution’s top priority. Moreover, using these technologies, you can ensure that your retail call center is performing properly by streamlining your operations and making sense of all the data you can obtain from customer interaction and the entire process.

4. Handling of Calls

Contact or call management and transitioning between outbound and inbound operations are among the most common challenges encountered in call centers for retail stores and companies. It is mainly because most call center systems make it extremely difficult to do so.


Implement a contact center operation and technologies that leverage blended operations and enable user activation for both outbound and inbound operations. So, with just one click, trained agents may switch between incoming and outgoing calls using an application, giving you the flexibility to use your agents in accordance with your operational requirements.

5. Diverse Modes of Payment

Consumer preference for alternative payment methods has increased, particularly after the pandemic. You can still sell your products through your call center even though you’re a retail company and probably don’t offer them online using the method.


Your consumers may purchase your goods over the phone with the assistance of a Virtual POS or point of sale that you can simply incorporate into your IVR system—no websites or complex deployments are needed.

Check out diverse retail BPO or CXM solutions to learn how to manage your operations more effectively using virtual point-of-sale systems and other BI tools.

6. High Rates of Agent Turnover

No matter what business they are in, call center operations face this difficulty. However, because of the nature of your business, you are significantly more at risk when dealing with high attrition rates in a call center for retail stores or businesses.


You may face high turnover rates for various reasons, ranging from burnout to inadequate leadership. Find the reason for attrition or turnover in your retail contact center with analytics and insights and address the issue. Also, a better environment and work culture, high incentives, and wages with motivating leadership can help reduce workforce attrition.

7. Dealing with Pick Seasons

To meet demand at these peak times, Valentine’s Day, Cyber Monday, Black Friday, etc., retail contact centers have to either reduce quality standards or bring on extra staff members who are not required for the bulk of the year.


You need to ensure you have the ideal number of agents on hand to handle peak customer inquiries without sacrificing service quality or risking agent exhaustion and burnout. So, hire an experienced retail BPO or CXM company offering quick scaling in customer service and other services to prepare for the peak season. Call centers for retail stores or businesses of any size offer demand scalability. Also, it enables you to expand your operations as needed and downsize them back to their initial size when necessary.

8. Handling Multiple Locations

Almost every retail company has to spread their businesses in multiple locations. However, customer service and support or other operations are often managed by a single call center for retail stores and companies. By then, you should be able to retrieve location-based data from calls, customer inquiries, and other sources.


Ensure that the retail BPM service provider and call center system you choose gives you power depending on a user’s location. You would be able to operate more focused operations by tracking location-based inventory, customer data, and many other things with a skilled or trained workforce handling customers and requirements from diverse locations.



Retail contact centers have their own issues, just like any other business, but nothing that a good call center solution and an experienced retail CXM service provider can’t handle. Like the eCommerce contact centers and contact center solutions for retail businesses, they must offer 24/7 services and online solutions for payment, exchange, delivery, etc., to survive the competition. So, employ a contact center or call center for retail stores or enterprises with comprehensive offerings and tools to ensure an optimum customer shopping experience.


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