The Importance Of Contact Centers In Reducing RTOs

The Importance Of Contact Centers In Reducing RTOs

Return to Origin Rates has been stretched so tight in e-commerce that all attempts are now on to reduce, if not reverse it.

This blog post focuses on how retailers can improve the product selection process and customer experience to reduce RTO.

Many factors can cause customers to return items they have purchased, known as Return to Origin (RTO). This can include poor quality, wrong size, or wrong color. By understanding the reasons for RTO, eCommerce businesses can work to improve the overall customer experience.

E-commerce returns to origin can be a frustrating experience for customers and an expensive situation for businesses.

Fortunately, call centers can be an effective way of reducing costly returns to origin in e-commerce.

By handling customer service and returns issues efficiently, call centers can help reduce the number of returns and keep customers happy.

In turn, this can help businesses save money and keep their e-commerce operation running smoothly.

E-Commerce and Contact centers

If you’re not familiar with the term, “return to origin” (RTO) refers to when a product is returned to the point of purchase, which in most cases is the online store or company headquarters.

While some RTOs are due to customer dissatisfaction, many are simply because the customer changed their mind or chose the wrong size/color/product.

No matter what the reason for the return is, managing them efficiently is crucial for keeping your customers happy and maintaining a positive reputation for your business. That’s where a contact center can help.

E-commerce return rates are high – around 30% according to a study by Invesp- because customers can’t inspect the product before they buy it. This is where call centers play a crucial role in reducing RTOs

  • Provide 24/7 Customer Support

    This means that even if a customer initiates a return outside of normal business hours, someone will be there to assist them and answer any questions they may have. This decreases the chances of customers getting frustrated and giving up on returning their purchase altogether.

  • Handling 360-Degree Customer Communication

    From initial contact to follow-up, a contact center can manage all communication with your customers regarding their return. This includes sending out return shipping labels, providing instructions on how to properly package the item, and sending notifications when the return has been processed.

  • Make the Customer Feel Valued

    When a customer calls in about a return, the contact center agent will ask questions to troubleshoot the issue. If the customer is still not satisfied, the agent may offer a replacement or refund. This process of human interaction often leads to a reduction in returns, because the customer feels valued and understood.

  • Help Reduce Fraud

    Call centers play an instrumental role in preventing fraud and other issues related to returns. By verifying customer information and maintaining security protocols, they can help to ensure that only legitimate returns are processed. This protects both the customer and the company and helps to further reduce the RTO. contact centers can also be used to monitor customer satisfaction levels and identify potential areas for improvement. By proactively addressing these issues, they can contribute to further reducing the number of returns and improving the overall customer experience.

  • Improve Your Reputation

    A contact center can help improve your company’s reputation by providing excellent customer service and handling returns efficiently. This can lead to more customers overall, which can offset the cost of using a contact center.

  • Valuable Feedback For Businesses

    contact centers play an integral role in providing feedback to businesses about potential issues with products or services. By identifying problems early on, businesses can take steps to prevent them from occurring again in the future, which can reduce the number of returns that are made.

  • Offer Alternative Solutions

    In some cases, a customer may be calling to initiate a return because they’re not happy with the product they received. A skilled customer service representative from a contact center can offer an alternative solution, such as a replacement or store credit. This may be enough to keep the customer satisfied and prevent them from returning the item altogether.

    For example, let’s say a customer calls to complain that an item they ordered is the wrong size. A call center agent can help them find the right size, or even suggest alternative items that might work better. This not only prevents a return but also builds customer loyalty by showing that you care about their satisfaction.

What Can an E-commerce Company Do to Prevent RTO?

E-commerce companies can do a few different things to help prevent return to origin.

The first is to have a strong and efficient customer service call center. This call center should be able to handle a high volume of calls and inquiries from customers. It should also have a team of knowledgeable and friendly customer service representatives who are trained to handle customer issues and inquiries.

Another thing that e-commerce companies can do to help prevent return to origin is offer free shipping on all orders. This will encourage customers to order more items, knowing that they will not have to pay for shipping.

Finally, e-commerce companies can offer a “no questions asked” return policy. This policy will give customers peace of mind knowing that they can return an item for any reason and get a full refund.


contact centers play a vital role in reducing the number of product returns by providing excellent customer service and addressing any concerns or issues that customers may have. By working to ensure that customers are satisfied with their purchase, and their experience with the company, contact centers can help to keep returns to a minimum.

By providing excellent customer service, contact centers can help ensure that customers are satisfied with their purchase and their experience with the company. This will help to keep returns to a minimum.

If you’re looking for a comprehensive customer support solution, look no further than DialDesk. We offer cost-effective and scalable solutions that will help your business thrive as well as reduce RTOs.

Contact us today to learn more about how we can help you grow your business 10X.

Book YOUR FREE DEMO today!!


Author Profile

Varuna Raghav
Varuna Raghav
As a CX and marketing specialist, Varuna Raghav has more than 15+ years of experience to her name. Her enriching input has been valuable to the brands and organizations she's worked with.

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