As an ecommerce store grows, so does the volume of customer support calls. This often leads to an increase in "Where is my order?" questions, return requests, and product inquiries.
Providing 24/7 support and building an in-house team can become expensive and challenging.
This is why many stores choose to outsource. It can cut labor costs by up to 70% and allows business owners to focus on growth.
When you decide to go this route, you have two primary options: a traditional, human-powered call center (often called a BPO) or an automated AI phone agent.
This guide will walk you through both, comparing how they work, their limitations, and what they cost. By the end, you'll have a clear picture of which option may be suitable for your store.
To help illustrate the differences, this infographic breaks down the key characteristics of each approach.
What does it mean to outsource your ecommerce call center?
Outsourcing your call center means you hire an outside company to handle your customer phone calls. Many of these providers also take care of other channels like email or live chat, giving you an all-in-one support setup.
The main reasons for outsourcing are often related to cost and efficiency. You can reduce the high costs of hiring and training your own team, offer 24/7 coverage so customers always get an answer, and easily scale up or down for major sales events.
It frees you up to focus on your core business activities, like marketing and product development.
For a long time, this meant hiring a Business Process Outsourcing (BPO) company with human agents. Now, AI has created a new alternative that is changing the industry.
The traditional approach: A human-powered outsource ecommerce call center
The classic way to do this is to hire a third-party company that provides a team of agents. These individuals are trained on your products and brand voice so they can act as an extension of your company.
Well-known BPOs like OnBrand24 and SupportYourApp have been standard choices for years, offering a range of services for ecommerce businesses.
Common services and benefits of a human-powered call center
The main draw of a traditional BPO is the human touch and the wide range of tasks they can perform.
They usually offer omnichannel support, meaning they can handle customer interactions over the phone, live chat, SMS, and email. This gives your customers a consistent experience, no matter how they decide to get in touch.
With teams spread across different time zones, BPOs can easily provide 24/7/365 coverage, so someone is always available. They also have multilingual agents.
OnBrand24 offers Spanish and French support, while some plans at SupportYourApp include over 60 languages.
Perhaps most importantly, human agents can show empathy. They are adept at handling complex or emotional conversations that require finesse, which is an area where automated systems have historically faced challenges.
Limitations and cost considerations for outsourced tasks
The traditional model has several limitations to consider, especially for fast-moving ecommerce brands.
Costs can be complex and difficult to forecast. Pricing is usually based on an hourly rate per agent (which can be anywhere from $8 to over $25), a fee for each interaction, or a set monthly price. This can make budgeting difficult, as your bill can increase significantly during busy times like Black Friday.
The setup process for a BPO team can take time. It involves finding, hiring, and training people on all your products and systems. For example, SupportYourApp’s timeline shows it can take up to 30 days just to get a team live after they’re trained.
Even with solid training, the quality of service can sometimes vary. Call centers can experience high employee turnover, which means you're frequently paying to train new people. This can affect the quality of support your customers receive, and language or cultural differences can sometimes create communication barriers.
The modern alternative: AI-powered phone agents
Instead of outsourcing to a team of people, you can now hand off your repetitive support tasks to a specialized AI.
These systems differ from traditional interactive voice response (IVR) technology. Modern AI agents are built on conversational AI that understands natural language, letting them have helpful conversations and solve problems on the spot.
How AI phone agents enhance call center operations
An AI phone agent uses several key technologies. It uses speech-to-text to understand what a customer is saying, natural language understanding to determine their intent, and deep integrations with platforms like Shopify to get real-time information.
This approach has some significant advantages. An AI agent can handle one call or a thousand simultaneously during a flash sale without placing a customer on hold. It provides consistent performance.
You pay a simple, flat monthly fee instead of a variable per-agent cost, which makes budgeting predictable and can save money. An AI agent can also be set up and begin taking calls in minutes, not weeks.
This consistency ensures that brand-approved answers are provided for every interaction.
An example of an AI agent for ecommerce
A great example of this modern approach is Seth from Ringly.io. It's an AI phone agent built from the ground up to handle the most common support issues for Shopify stores.
Seth can instantly answer "Where is my order?" questions by looking up live tracking info. It can process returns and exchanges based on your store's rules and even answer common questions by pulling info from your knowledge base.
Across more than 2,100 Shopify stores, Seth resolves an average of 73% of calls without any human help. Unlike BPOs that hire agents for specific languages, Seth can provide support in 40 languages out of the box. The whole setup process takes just about 3 minutes.
Cost comparison: Traditional vs. AI-powered services
Let's talk money. The financial difference between these two models is often a major deciding factor for store owners.
The cost structure of a traditional call center
BPO pricing can be complex, but it usually comes in one of two models.
The Full-Time Equivalent (FTE) model means you pay a flat monthly fee for each agent, which is typically between $1,200 to $4,000 per agent. This gives you a dedicated team, but it also means you're paying for them even when call volume is low.
The Per-Interaction model charges you for each call handled, usually somewhere between $1 to $5 per ticket. This can be beneficial as you only pay for what you use, but your costs can become unpredictable during busy seasons.
On top of that, it is important to be aware of other potential fees. The initial quote may not include required costs for onboarding, training, management, or the software licenses the agents need.
Ringly.io's pricing model
The AI model often features a more straightforward pricing structure. Ringly.io's plans are based on call volume, so you always know what you're paying.
Here’s a quick look:
- Start Plan: $99/month for 250 call minutes.
- Grow Plan: $349/month for 1,000 call minutes.
- Scale Plan: $1,099+/month for 3,000+ call minutes.
If you go over your monthly limit on the Grow or Scale plans, extra minutes are just $0.19 each. There are no surprise fees for setup or training.
Ringly.io also offers a performance guarantee. You don't pay anything until Seth successfully resolves at least 60% of your first 100 calls. This allows you to verify it works for your business before committing.
Understanding how AI is reshaping the outsourcing landscape can provide a broader perspective. The shift from human-only teams to hybrid or fully automated solutions is a significant trend affecting not just cost, but also efficiency and scalability across the industry.
This video explores how Artificial Intelligence is affecting business process outsourcing firms and revolutionizing customer support.
Choosing an approach for your call center
So, which way should you go? Traditional BPOs are effective for handling complex or emotional customer issues that benefit from a human touch. However, they can involve variable costs, a longer setup time, and potential inconsistencies in service.
For the 70-80% of calls that are repetitive questions, AI phone agents like Seth offer a cost-effective, scalable, and consistent solution that operates 24/7.
The future of ecommerce support may not be about choosing one over the other, but rather building a hybrid model. An AI agent like Seth from Ringly.io can handle the majority of calls instantly and correctly.
This frees up a small, expert in-house team to focus only on the unique cases that really need a human. This creates a balance between efficiency and the ability to provide human empathy when needed.
Ready to automate over 70% of your support calls and offer 24/7 service? Start your free 14-day trial of Ringly.io and see how Seth can transform your customer support in just a few minutes.
Frequently asked questions
What are the main benefits when you outsource your ecommerce call center?
The biggest win is saving money and time for your e-commerce business. When you outsource, you can cut your costs by a lot. You can offer help 24/7 without hiring a huge customer service team yourself. This frees you up to focus on growing your shop. Using an outsourced call center lets you handle more calls during busy sales. It is a great way to improve the quality of service for every customer. Many e-commerce companies find that call center outsourcing helps them stay ahead in the e-commerce industry.
How does ecommerce customer service outsourcing works in 2026?
Modern ecommerce customer service in 2026 uses both people and AI. You can outsource ecommerce customer support to a professional partner. This outsourcing partner will handle your order processing and customer inquiries. Most outsourcing companies now use a cloud contact center to keep things fast. This is how ecommerce customer service outsourcing works today. It creates a seamless customer experience across your whole shop. By using these support services, your ecommerce business can grow faster than ever.
Should I choose an AI or human agents for my call center?
The best way is often a mix of both. You can use an AI agent like Seth from Ringly.io to handle easy tasks. This includes things like order tracking and a refund. Then, your human customer support agents can focus on hard customer issues. This type of call center solution gives you the best of both worlds. It helps you keep a high service level while saving money. Using an AI call center service is a smart move for any global ecommerce brand that wants to enhance customer satisfaction.
What is the best type of call center service for my ecommerce store?
The best choice depends on your business needs. Some stores like an inbound call center with many call center agents. Others prefer a retail contact center solution that uses AI. If you want a top call center feel, look for one that offers personalized service. A good ecommerce customer service outsourcing partner will help you build customer trust. You should look for a service that can handle multilingual ecommerce needs if you sell to other countries. This will help you meet customer demand around the clock.
How much does it cost to outsource ecommerce customer service?
The price can change a lot. Traditional call center outsourcing companies often charge by the hour. This can be $8 to $25 for each of the call center representatives. If you outsource ecommerce customer service to an AI like Ringly.io, it is much cheaper. You can start for as little as $99 a month. This makes ecommerce customer service for businesses very affordable. It helps you keep your customer service operations simple and easy to plan for.
How can call center outsourcing improve customer satisfaction?
When you outsource, your customers do not have to wait on hold. A dedicated customer care team or an AI agent answers every call fast. This leads to higher customer satisfaction and more customer loyalty. You can provide a personalized customer experience by using customer data in real-time. This help builds a strong customer relationship. Good call center customer service makes people want to buy from you again. This helps with customer acquisition and keeps your ecommerce industry brand strong.
How fast can I set up an ecommerce call center?
If you use a traditional customer service outsourcing partner, it can take 30 days. They have to train the customer service agents on your products. But if you use an AI call center solution, it only takes about three minutes. You can outsource your ecommerce support very quickly this way. This is a great way to manage a sudden jump in call volume. It ensures that your entire customer support stay active without any breaks.
Will an outsourced call center understand my brand?
Yes, a good ecommerce customer service outsourcing partner will learn your rules. You can give them your customer information and store policies. This helps them provide a high-quality customer service experience. Whether you use human support agents or an AI agent, they will use your brand voice. This ensures every customer interaction feels right. Using a specialized customer service platform helps you keep your quality high. It is a great way to ensure a great customer service experience for all your shoppers.
What metrics should I watch in my contact center?
You should look at your resolution rate and overall customer satisfaction. A good e-commerce call center outsourcing plan will give you lots of analytics. You can see how many customer calls were finished without a human. You can also look at customer feedback to see how they feel. Tracking these things helps you optimize your customer experience. It shows you if your ecommerce support services are working well. Monitoring your customer satisfaction and loyalty is key for any online business.
Can I outsource ecommerce call center services if I am small?
Yes, even small ecommerce companies can outsource. You do not need a huge budget to outsource ecommerce customer service. Using an AI-first call center service is perfect for small shops. It lets you have a professional customer service team without the high cost. This helps you meet customer expectations from day one. It is a smart way to handle customer care as you grow. You can outsource your ecommerce tasks slowly as you get more sales.
