Last year, XACT
Telesolutions helped businesses
during the 2012 holiday season and the experienced call center service team is
ready to do the same in 2013. Even though in-store shopping is expected to drop
slightly compared to last year, online shopping is expected to rise 15% in the
fourth quarter (the holiday season). According to eMarketer, online shoppers
will spend $83.2 billion this time around.
The online shopping forecaster and digital marketing
company, eMarketer, also predicts that online sales will jump from $53.7
billion in 2012 to $61.8 billion in 2013 during November and December – the
most lucrative months for businesses. During these months, businesses will rely
on inbound call center to manage the influx of calls, emails and online help
spurred by the growing retail season.
A point Fick thinks is important for businesses to
realize is that online shopping creates as much of a need for reliable customer
service as in-store shopping, sometimes even more.
"The growth of online sales doesn't mean there's
less of a need for customer support. In fact, quite the opposite." says
Fick. "Today, people are buying the same things online that can be bought
in stores. But because there's no physical representation of the company
online, customers often have more questions and concerns."
In order for businesses to keep up with the biggest
online retail season yet, they'll need reliable services of call centers in India to
keep customers satisfied. Right now, keeping customers satisfied with helpful,
friendly customer service is a top priority. After this year, online holiday
sales are expected to increase another 15% and continue to do so annually for
the foreseeable future.
