Retail Contact Centre Support
In retail, speed and service quality shape the entire customer experience. From pre-sale questions and delivery updates to returns and complaints, how your brand responds defines customer loyalty.
Scalable Contact Centre Support for High Street and Online Retailers
At Ant, we support leading high street and e-commerce retailers with agile, omnichannel customer contact. Our UK-based teams act as a seamless extension of your business - handling everything from product enquiries and cart recovery to complaints and post-sale support.
We help brands stay responsive, efficient, and customer-first, especially during critical periods like Black Friday, seasonal peaks and unexpected surges in demand.
Customer Experience That Converts
Retail moves fast. You need a partner who can keep up - with experienced agents, flexible delivery models, and a tone of voice that reflects your brand at every touchpoint.
Our retail support includes:
✔︎ Abandoned cart recovery - proactive outreach to re-engage warm leads and recover lost revenue
✔︎ Hot key transfers - live handoffs from digital or internal journeys to trained sales or service teams
✔︎ Pre-sales support - size guides, product availability, recommendation handling
✔︎ Order tracking and delivery updates - reducing ‘where is my order’ pressure on internal teams
✔︎ Returns and refunds - fast, policy-aware resolution with empathy
✔︎ Loyalty and membership support - helping customers access benefits and manage accounts
✔︎ Complaint handling - first-contact resolution with care and consistency
✔︎ Out-of-hours and overflow support - extended coverage without internal headcount strain
All delivered with full visibility through dashboards, reporting, and performance reviews.
Case Study: Keeping a Fashion Retailer Moving at Peak
A national fashion retailer with a strong high street and online presence needed urgent customer service support ahead of peak trading. Their internal team was under pressure and customer wait times were climbing.
Ant deployed a blended team across voice, email and live chat channels - fully trained in product knowledge, systems and tone of voice. We handled delivery queries, processed returns, resolved complaints and supported sales conversations during extended trading hours.
Impact:
✔︎ 30% reduction in average response time
✔︎ 93% customer satisfaction maintained throughout peak
✔︎ £1.2m in saved revenue through cart recovery and pre-sale engagement
A seamless extension of our team - commercially sharp and editorially sensitive.
Client Feedback
★★★★★
Why Retailers Choose Ant
✔︎ UK-based teams with retail and ecommerce expertise
✔︎ Scalable models for permanent, seasonal and overflow support
✔︎ Omnichannel coverage - voice, email, webchat, SMS, and social
✔︎ Fast onboarding and brand training
✔︎ Real-time MI, quality monitoring and SLA reporting
✔︎ Proven uplift in satisfaction, conversion and retention
More Than a Contact Centre - A Brand Ally
We don’t just answer queries. We protect your reputation, drive revenue, and keep customers coming back. Every interaction is a chance to enhance the experience, build loyalty and grow lifetime value - and we treat it that way.
Looking for a retail contact centre partner that’s fast, flexible and customer-first?
Let’s talk - we’re ready when you are.
