Let’s be honest: outsourcing still gets a bad rap in some circles.
Ask several of the ecommerce giants what they think about outsourcing, and you’ll get wildly different answers. Some say it’s the secret weapon behind their fast, cost-effective growth. Others assume it leads to robotic responses, lost control, and angry customers.
Why the disconnect?
Most of it comes down to outdated myths, leftovers from a time when outsourcing was seen as cheap labor with zero brand training. That has changed. But the myths? They’re still floating around.
Let’s break them down and look at what ecommerce call center outsourcing really offers in 2025.
Table of Contents
Myth 1: “Outsourcing Means Low-Quality Customer Service”
The assumption: If it’s not in-house, it’s second-rate.
But here’s the truth: a good ecommerce outsourcing partner goes beyond simply filling seats, they build dedicated, brand-trained teams who know your voice, policies, tone, and customers inside out.
Outsourced agents go through structured onboarding programs, brand immersion, and ongoing quality assurance, including specialized call handling training. At Silver Bell Group, for example, we run weekly calibration sessions, analyze support transcripts for consistency, and regularly refresh brand-specific training materials.
Top providers work like an extension of your team, not a replacement. And guess what? Many outperform in-house teams in first response time, CSAT, customer satisfaction, and resolution speed.
Still skeptical? Ask yourself this: would you prefer a stretched, under-trained in-house team struggling to handle customer inquiries, or a dedicated team of specialists who live and breathe customer support?
Myth 2: “It’s Only for Big Companies”
This one stops a lot of small-to-midsize brands from even considering outsourcing.
But modern ecommerce call center outsourcing is built for flexibility. You don’t need to sign a 3-year contract or commit to 50 agents from day one. Many BPOs offer pilot programs, pay-as-you-scale pricing, and seasonal ramp-up support.
Whether you’re launching your first DTC brand or already seeing thousands of orders a week, outsourcing can be tailored to fit your size, budget, and growth plan.
In fact, for lean ecommerce teams juggling logistics, marketing, and fulfillment, outsourcing is often the only way to provide fast, reliable support without hiring 10 more people internally.
According to Forbes, both small and large businesses gain from scalability and improved representation when they outsource. That means you can maintain high-level service, even if you’re just getting started.
Myth 3: “You’ll Lose Control Over the Customer Experience”
We get it. The idea of handing your support over to someone else feels risky.
But modern outsourcing models are built for collaboration, not handoff. Co-managed teams, live dashboards, real-time updates, and brand voice playbooks ensure you’re never in the dark.
You still own the process. Outsourcing just gives you the support to execute it—better and faster.
Think of it like this: your internal team sets the tone, writes the rules, and drives the vision. Your outsourced team carries it out consistently across time zones, channels, and languages.
With the right reporting setup (response times, NPS scores, resolution metrics), you’ll actually gain visibility, not lose it.
Myth 4: “There Will Be Language and Cultural Barriers”
Outsourcing doesn’t have to mean sending calls halfway around the world.
Nearshore and multilingual outsourcing hubs, like those in Eastern Europe or the Balkans, offer fluency in English, German, French, Italian, Polish and more, often with cultural proximity that feels natural to European and North American customers.
At Silver Bell Group, we hire native and near-native speakers trained not just in grammar, but in brand tone and cultural nuance.
You can also choose regional teams to align with specific customer bases, so your French customers get support from French-speaking agents who understand more than just the language. They understand the expectation.
Myth 5: “Integrating With Our Tools Will Be a Nightmare”
Ten years ago, maybe. Today? Not at all.
Most ecommerce BPOs now plug into your existing tools like Shopify, Gorgias, Zendesk, or Kustomer with zero friction. You don’t have to rip and replace anything.
One of the biggest reasons brands choose to outsource is precisely this: the ability to tap into advanced technology and infrastructure without rebuilding everything from scratch. According to industry research, access to tools and tech is among the most commonly cited advantages of ecommerce outsourcing.
Shared workspaces, API access, and simple onboarding flows mean your internal and external teams can work from the same system. That means shared ticket histories, unified performance dashboards, and real-time visibility into every customer conversation.
Plus, integration isn’t just technical—it’s also operational.
Myth 6: “Outsourcing Is Just a Temporary Fix”
This is probably the most limiting mindset of all.
Outsourcing isn’t just a quick patch when things get busy. For high-growth ecommerce brands, it’s often the infrastructure for scale. In fact, nearly 70% of companies outsource specifically to support long-term scalability. It’s not about cutting corners, it’s about building the flexibility to expand into new markets, offer 24/7 customer support, and maintain quality during rapid growth without overwhelming your internal team.
Plenty of brands start with outsourcing during peak season and stick with it for good once they see the results.
Lower cost, better coverage, and more reliable service? What’s not to love?
Final Thoughts: Don’t Let Old Myths Slow You Down
Let’s be real, ecommerce call center outsourcing is a big decision. But if you’ve been holding back because of outdated assumptions, you might be missing out on one of the best ways to grow smarter.
Here’s what we now know:
- Quality doesn’t suffer with the right partner, it actually gets better
- You don’t have to be a huge brand to benefit
- You stay in control with full transparency and integration
- Culture and language aren’t an issue with well-trained agents
- Integration is easy, and support scales as you do
- It’s not a band-aid but it’s a long-term solution
Still not sure if it’s the right move?
Let’s talk it through so we can explore how ecommerce call center outsourcing might work for your business.
FAQ for Ecommerce Call Center Outsourcing
Q1: What is ecommerce call center outsourcing, exactly?
It’s a business model where ecommerce brands partner with a third-party provider (a BPO) to handle customer service tasks, like email support, live chat, order tracking, returns, and issue resolution, so internal teams can focus on growth, operations, and strategy.
Instead of hiring and managing dozens of agents in-house, you tap into trained teams that already know how to deliver high-quality customer service support.
Q2: Can outsourcing really deliver the same brand voice as our internal team?
Yes—if you choose the right partner for your customer service needs. At Silver Bell Group, we build custom brand tone guides, train agents using live examples from your existing interactions, and review tickets weekly to ensure consistency and maintain brand loyalty.
Q3: How do I stay in control if someone else is handling customer conversations?
You set the rules. We just follow them. From KPIs like first response time and CSAT to tone preferences and workflow rules, everything is mapped out collaboratively. And you get full access to reporting tools, QA dashboards, and regular syncs, so nothing happens behind the scenes.
Q4: Is outsourcing really affordable for smaller ecommerce brands?
Yes. In fact, it’s often more affordable than trying to build an internal support team. No office space, no full-time salaries, no tech licensing fees, you only pay for the service you use. This makes it ideal for startups, DTC brands, and businesses with fluctuating volume.
Q5: What kind of ecommerce tools do outsourcing teams use?
Most outsourcing teams work daily with ecommerce platforms like Shopify, BigCommerce, Magento, and WooCommerce, and are trained on customer service tools like Gorgias, Zendesk, Intercom, Freshdesk, and Kustomer. They can even help you optimize your use of those platforms based on industry best practices.
Q6: What makes Silver Bell Group different from other BPOs?
We’re based in Serbia—right in the heart of Europe—with a focus on high-quality, multilingual support teams that blend automation with personal service. We don’t chase volume. We chase alignment. That means building custom teams for each brand, with agents who genuinely understand your tone, audience, and goals.
