The approach businesses take to interaction between call centres and e-commerce needs to be aligned with evolving customer preferences. The web and call-centre channels are beginning to converge, forcing marketers to adopt innovative ways to leverage synergies of a multi-channel sales approach.
For example a customer may browse for products online, fill up the shopping cart, and then may pick up the phone to check some details before placing their order. To an e-commerce manager it might look like an abandoned session, but to the call centre, it is a brand new phone-sales opportunity.
Ideally e-commerce and call centre sales channels need to be linked to deliver a better customer experience. When the customer tells his unique e-commerce code, on a call, the call centre agent views all order details and is able to resolve his issues faster. The call agent can even harness many cross-selling / up-selling opportunities (as the customer is in the right buying mood). Creating an integrated, collaborative shopping experience is the need of the hour for boosting conversion rates and returns on marketing spends.