Call Center Agency for E-commerce Customer Support 20 agents minimum

Call Center Agency / Business Process Outsourcing (BPO) Partner Overview We are seeking a professional call center agency to provide high-quality customer support services for our growing e-commerce platform. The selected agency will serve as an extension of our customer experience team, handling customer inquiries through multiple communication channels while ensuring exceptional service, timely issue resolution, and high customer satisfaction. Scope of Services The agency will provide trained customer service representatives to manage: - Inbound customer calls - Outbound customer follow-up calls - Email support - Live chat support - Social media customer inquiries - Messaging platforms (e.g., WhatsApp) Key Responsibilities The agency will be responsible for: - Responding to customer inquiries regarding orders, products, payments, shipping, returns, and refunds. - Assisting customers with account registration, login issues, and order tracking. - Handling complaints professionally and escalating complex issues when required. - Processing returns, exchanges, and refund requests according to company policies. - Maintaining accurate customer interaction records in the CRM system. - Meeting agreed Service Level Agreements (SLAs) for response time, resolution time, and customer satisfaction. - Providing multilingual support where required. - Following company policies, procedures, and quality standards. - Protecting customer data and maintaining confidentiality. Required Agency Qualifications The agency should demonstrate: - Proven experience providing customer support for e-commerce businesses. - A team of trained customer service representatives. - Ability to provide support 24/7 or during agreed operating hours. - Experience using CRM and helpdesk platforms such as Zendesk, Freshdesk, Salesforce, or similar systems. - Strong quality assurance and performance monitoring processes. - Reliable business continuity and disaster recovery plans. - Compliance with data privacy and information security standards. Performance Metrics (KPIs) The agency will be evaluated based on: - First Response Time (FRT) - Average Handle Time (AHT) - First Contact Resolution (FCR) - Customer Satisfaction Score (CSAT) - Service Level Agreement (SLA) compliance - Ticket resolution time - Quality Assurance (QA) scores - Customer complaint resolution rate Staffing Requirements The agency should provide: - Dedicated customer support agents - Team leaders and supervisors - Quality assurance specialists - Training and onboarding support - Workforce management and scheduling Reporting Requirements The agency must provide regular reports including: - Daily operational summaries - Weekly performance reports - Monthly KPI dashboards - Customer feedback analysis - Escalation and incident reports - Continuous improvement recommendations Technology Requirements The agency should have the capability to integrate with: - CRM systems - Order Management Systems (OMS) - E-commerce platforms - Helpdesk software - Telephony and VoIP systems - Live chat platforms Service Expectations The selected agency is expected to: - Deliver professional, courteous, and empathetic customer service. - Ensure consistent adherence to company policies and brand guidelines. - Maintain high levels of data accuracy and confidentiality. - Continuously improve service quality through coaching, training, and performance reviews. - Scale operations during peak shopping seasons and promotional campaigns. Contract Duration The engagement will be based on an agreed contract period, with performance reviews conducted periodically and renewal subject to meeting service expectations and KPIs.