Built for peaks
Capacity flexes up for seasonal spikes and back down afterward.
Industry
BPO for Retail
Direct answer
Actigy BPO supports retailers and consumer brands with the operations behind the storefront: customer and order support, returns and exchanges, finance back office (accounts payable, accounts receivable, and accounting), and catalog and data work. Work runs to documented SOPs with QA and flexes for seasonal peaks, so retailers protect CSAT and margins through the busiest periods while keeping merchandising and pricing decisions in-house.
Common processes outsourced
Customer & order support
Returns & exchanges
Finance back office
Catalog & data
How does Actigy support retailers and consumer brands?
Retail demand is spiky and customer expectations are high: peak seasons, promotions, and launches can multiply support and order volume overnight. Actigy provides trained operators to run customer service, order and returns operations, finance back office, and catalog work to your playbooks, scaling up for peaks and back down afterward.
Work is documented and measured — playbooks, QA sampling, and SLA and CSAT reporting — so quality holds through the busiest weeks. Actigy supplies multilingual capacity and back-office discipline; your team keeps merchandising, pricing, and brand decisions.
Capabilities
What does Actigy run for retail?
For retail, Actigy runs Customer and order support, Accounts payable, Accounts receivable, Accounting and close, Catalog and data operations, QA and testing. Each workflow follows documented procedures with QA and audit-ready records, while your team keeps policy, risk, and final decisions and Actigy supplies trained operators and surge capacity.
Customer & order supportMultichannel support for orders, delivery, and product queries.Accounts payableSupplier invoice processing, matching, and payment preparation with controls.Accounts receivableInvoicing, cash application, and collections for wholesale and B2B.Accounting & closeBookkeeping, reconciliations, and month-end close to your calendar.Catalog & data operationsProduct data entry, enrichment, moderation, and human-in-the-loop review.QA & testingSite, app, and checkout QA integrated with your release cycle.
Who is this for?
- Omnichannel retailers and consumer brands scaling support
- DTC brands with seasonal peaks and promotional spikes
- Multi-store and franchise operators standardizing the back office
- Retailers with high returns, catalog, and finance volume
- Operations and finance leaders needing flexible peak capacity
Is this the right fit?
When Actigy BPO is a strong fit
- You need support and operations that flex for seasonal peaks
- Order, returns, finance, or catalog volume exceeds in-house capacity
- You want documented playbooks, QA sampling, and CSAT reporting
- You want to keep merchandising and pricing control and offload execution
- You run omnichannel and need consistent service across channels
When Actigy BPO may not be the right fit
- You want an ecommerce platform or POS software vendor rather than an operations team
- You expect Actigy to own merchandising, pricing, or brand decisions
- Your processes are undefined and not ready to be documented
Why Actigy
Why do retail teams choose Actigy BPO?
Quality that holds
Playbooks, QA sampling, and CSAT reporting through the busiest weeks.
Consistent across channels
One standard of service across chat, email, voice, and marketplaces.
Cost-to-quality
Efficient delivery funds training and QA, not the lowest seat cost.
Delivery method
How does Actigy launch a BPO team?
From process audit to scaled delivery, with controls matched to your sector.
- 01
Process audit
We map the current workflow, volumes, systems, exceptions, and quality bar so scope and staffing are based on evidence, not guesswork.
- 02
SOP & KPI design
We document standard operating procedures and define the KPIs and SLAs we will be measured against before anyone touches live work.
- 03
Team selection
We assemble operators and team leads matched to your domain — finance, clinical, compliance, technical — and your tooling.
- 04
Training & knowledge transfer
We run structured onboarding against your SOPs, edge cases, and systems, with sign-off before the team carries production volume.
- 05
Pilot
A controlled pilot validates quality, throughput, and turnaround against the agreed KPIs. We tune the process before scaling.
- 06
Scale
We ramp the team to full volume with capacity planning, coverage models, and the reporting cadence agreed up front.
- 07
Continuous improvement
QA sampling, root-cause reviews, and monthly business reviews keep error rates down and throughput predictable over time.
Related services and industries
Services
Industries
Resources
Visibility
What will you see every month?
Outsourcing retail operations should make quality more visible, not less. Actigy reports CSAT, SLA attainment, and backlog through peak, so support and back office stay accountable — closely related to how we run ecommerce and marketplace operations.
- A QA sample of completed work, scored against the accuracy bar agreed at go-live
- SLA attainment — turnaround and throughput measured against your targets
- Volume, backlog, and exception trends, so capacity stays ahead of demand
- Root-cause notes on any error, with the SOP change made to prevent a repeat
- A monthly business review with your point of contact and the team lead
See how Actigy would run your retail operations
Get in touch and we'll assess scope, complexity, staffing, and delivery cost — then propose a pilot to prove quality before you scale.
FAQ
Frequently asked questions
What does a retail BPO do?
A retail BPO runs the operations behind the storefront — customer and order support, returns and exchanges, finance back office (AP, AR, accounting), and catalog and data work — to documented SOPs with QA. Actigy executes the work and scales for peaks while you keep merchandising and pricing decisions.
Can Actigy handle seasonal peaks?
Yes. Capacity flexes up for peak seasons, promotions, and launches and back down afterward, so CSAT and turnaround hold through the busiest periods without permanent over-hiring.
Does Actigy work across our channels and tools?
Actigy operates inside your existing helpdesk, ecommerce, ERP, and PIM tools and follows your playbooks, delivering consistent service across chat, email, voice, and marketplaces.
Can Actigy run both support and back office?
Yes. Many retailers run customer support alongside finance back office and catalog work under one managed team and a single point of contact, with shared QA.
How does Actigy keep retail service quality high?
Work follows documented playbooks with QA sampling, CSAT tracking, and monthly business reviews. Recurring issues are root-caused and playbooks updated, so quality improves over time.
How is retail BPO priced?
Actigy prices per FTE by role and coverage — not per contact — with a Tech Lead on every team and the option of a managed team or staff augmentation. We quote after a short process audit.
Outsource the process. Keep control of the outcome.
Tell us what process you want to outsource. Actigy will assess scope, complexity, staffing model, and delivery cost.