The ecommerce sector in Spain continues its unstoppable boom in 2025, along with the demand for fast, efficient, and high-quality customer service. To understand the scale: in 2023, ecommerce in Spain hit a record of €99.2 billion in sales, with over 30 million online shoppers (lamoncloa.gob.es). This historic volume – a 16% increase from the previous year – shows that more Spaniards are buying online and expecting flawless post-sale support. An ecommerce customer values not just price and convenience, but also the service experience: solving delivery issues, frictionless returns, real-time chat support, etc. In fact, 68% of consumers say they’re willing to spend more on brands known for excellent ecommerce support (edesk.com). In this context, having a good call center specialized in ecommerce is not optional – it's strategic. Below we explore the key characteristics of ecommerce customer support and present the best call centers in Spain in 2025 for online stores, including traditional providers and innovative options like Minute Call.

Challenges of ecommerce customer service

Customer care for ecommerce comes with unique challenges:

Seasonal spikes and volatility: Online stores experience drastic increases in support volume during events like Black Friday, Cyber Monday, Christmas, or sales periods. During these times, inquiries can increase 5 to 10 times (due to delayed orders, out-of-stock items, offers, etc.). A fixed internal call center often can’t scale, while an external provider can quickly ramp up within days to absorb the demand (virtualgroup.es). For example, for a flash sale, a good BPO can add agents within 24–48h to avoid long waits or drops in service qualityminute-call.com. Immediate scalability is vital in ecommerce.

True omnichannel: Digital customers use multiple channels – often simultaneously – to communicate. They might start with an email, then open a live chat, or message via WhatsApp or Twitter. By 2025, 52% of support interactions already occur through social media or instant messaging (globalgrowthinsights.com). The ecommerce call center must be omnichannel, managing a unified conversation: the agent should see that the customer first messaged on Instagram and now calls, for example, to avoid repetition and ensure a smooth experience. Integrating all channels (phone, chat, email, social) is a technological and operational challenge that only advanced providers can handle well.

Product and process knowledge: Ecommerce inquiries are often about order status, returns, warranties, payments. Agents need access to the store’s system (ERP or ecommerce platform) to verify orders, track shipments, process returns or changes. The tech integration between call center and store is key. A common mistake is to delegate to a generic service without this connection, leading to slow responses (“we’ll email you later with your tracking”). The best ecommerce call centers connect to platforms like Shopify, Magento or logistics systems to provide instant info. They must also know the store’s policies in detail: delivery times, return conditions, active promos, etc.

24/7 and out-of-hours support: Online buyers shop at all hours, including late nights and weekends, and expect support availability. A HubSpot study shows that over 90% of leading ecommerce businesses offer some form of 24/7 support, either chatbot or live agents (hubspot.es). For a mid-size ecommerce, offering 24/7 internally is costly, so they often rely on external call centers for off-hours coverage. This reduces cart abandonment and builds trust: knowing someone will respond on a Saturday night increases confidence.

Languages and international expansion: Many Spanish online stores now sell across Europe or globally. That means handling support in English, French or other languages beyond Spanish. Managing a multilingual internal team complicates operations. A specialized call center can provide native agents in multiple languages from their hubs (e.g., handle French from Morocco, or English from South Africa). This lets you scale internationally without setting up support in each country.

In summary, ecommerce support demands flexibility, speed, knowledge and multichannel capabilities. A suitable external provider can mean the difference between a frustrated customer who never returns, and a loyal one who posts a glowing review of "excellent service."

Benefits of outsourcing your ecommerce support

Given the above, outsourcing ecommerce customer service has tangible benefits:

Cost savings during peaks: You can pay per interaction or for temporary agents when volume spikes, rather than keeping idle staff most of the year. A typical example: hiring 5 extra agents just for November–December (holiday season) through a BPO, instead of hiring, training and later letting go internal temp staff. With outsourcing, the partner already has trained personnel ready to plug in.

Cutting-edge tech: Ecommerce-focused call centers often have chatbots, automation tools and optimized knowledge bases. They might deploy a chatbot on your site to handle FAQs and escalate only complex queries, easing the load. They also use advanced ticketing to prioritize (e.g., flagging “I didn’t receive my order” as urgent). As a small/medium ecommerce, accessing that tech on your own might be unfeasible, but outsourcing gives you that advantage without investment.

Faster response times: A dedicated provider can guarantee aggressive SLAs. For example: respond to chats in under 20 seconds, or emails within 1 hour. Many small stores take 24–48h to reply to emails due to lack of staff, which is an eternity online. Outsourcing lets you match response times of Amazon or Zara, boosting satisfaction. As eDesk’s guide notes, delays can drive customers to competitors (edesk.com). Avoiding that is critical in ecommerce.

Expertise and advice: The best BPOs don’t just execute, they also advise. They’ll suggest FAQ improvements to reduce contact, or tweak return policies for simpler handling. Their cross-client insights provide best practices. In ecommerce, operational details (clear policies, proactive incident comms) make the difference, and a good partner helps refine those.

Focus on your core: Outsourcing frees your team to focus on what matters: product, marketing, logistics, etc. Managing a call center is intensive (scheduling, staff issues, training, QA). Handing it to specialists saves that burden. As Minute Call’s 2025 report summarizes, outsourcing CX lets startups or SMEs gain agility without losing quality, focusing resources on growth while experts ensure customer satisfaction (minute-call.com).

Top contact centers in Spain for ecommerce (2025)

Now to the key players: who leads ecommerce customer support in Spain? Here’s a list of the top call centers (and BPOs) in this sector, highlighting their strengths:

Minute Call – Specialized in startups and digital ecommerce, Minute Call offers a very flexible model ideal for growing online stores. It provides on-demand teams that can scale up or down quickly with seasonality. Its agents handle omnichannel 24/7 (live chat, WhatsApp, email, social) in Spanish, English and French, covering local and international markets. A key strength is their "automation-first" approach: they implement bots and AI flows to handle 30–50% of FAQs (order tracking, stock questions) without human input, speeding up response (minute-call.com). For complex queries, their agents (in Spain or LATAM) have ecommerce experience and access the store platform to manage orders in real time. Minute Call is cited as a CX expert source for startups; their 2025 report highlights that well-run outsourcing lets ecommerce scale support without losing warmth or qualityminute-call.com. In short, it’s a modern, agile option, built for digital brands that want big-player quality with manageable costs and no long-term lock-in.

Atento – A giant with strong presence in Spain and LatAm. Atento handles customer care for major retailers and telcos, so they have deep experience in high volume and complex processes. For ecommerce, Atento offers 360° solutions: phone support, chat, back-office (refunds, credits), and even upselling. They run retail-specialized centers where agents are trained on product catalogs, logistics, etc. Their scale lets them absorb huge peaks (they can hire and train dozens more agents within weeks). They also have smart IVR and automation tools that integrate with stores (e.g., automatic order status checks via tracking number). Atento is ideal for consolidated or corporate ecommerce seeking a robust partner capable of multi-country operation. While less flexible for small players, their big-op know-how translates to solid KPIs (high FCR, ongoing QA, etc.).

Konecta – After merging with Comdata, Konecta has strong positioning in retail/ecommerce globally. In Spain, it manages fashion, online banking and utility accounts with major digital components. For ecommerce, Konecta excels in global multichannel: they serve Spanish customers from nearshore sites (LatAm for Spanish, Eastern Europe for other languages), keeping costs down while their Spain-based team ensures cultural quality. They offer added services like social media support (listening and replies on social, key for B2C) and ecommerce fraud prevention (monitoring suspicious transactions). A plus is their voice of customer analytics: reports with insights into customer concerns help stores improve. In short, Konecta is a full-service CX partner for international ecommerce needing multilingual, scalable and professional support.

Concentrix – The French multinational is known for serving top online brands (fashion, marketplaces, travel). In Spain, Concentrix has managed platforms for tickets, electronics retailers, and sharing economy services. Their strength is digital experience: they understand online customers and often achieve high satisfaction scores. Concentrix uses extensive automation: for example, they’ve deployed self-service tools and bots that reduced live contacts by double digits without hurting NPS. But when agents step in, their centers (Spain or Portugal for this market) focus on empathy and personalization – crucial for ecommerce where issues like delays or faulty products arise. Webhelp is ideal for ecommerce seeking premium quality and multilingual support: they can build a Barcelona or Lisbon hub with native agents from across Europe. Cost-wise, they’re pricier than offshore options, but deliver a solid balance of efficiency and CX excellence – appreciated by niche brands aiming to stand out.

Emergia – A Spanish provider with strong presence in Colombia and Chile, Emergia serves both emerging and established ecommerce firms. As a boutique BPO compared to Atento/Konecta, Emergia offers personalized service and flexibility, tailoring its processes to the online store. For instance, their team can work directly inside the ecommerce’s helpdesk system (instead of their own), for full transparency. Emergia focuses on quality: their LatAm centers have excellence certifications and typically assign dedicated supervisors per client, ensuring close management. For mid-sized ecommerce seeking competitive costs, Emergia offers savings (40–50% vs. Spain-based teams). Yet they still ensure agent quality: for example, their Colombian reps provide a warm, culturally familiar experience valued by Spanish customers. Emergia is a great option for growing online stores wanting nearshore Spanish-language support with a reliable partner but without being “one more client" among giants.

Conclusion: Omnichannel excellence for the digital shopper

In 2025, ecommerce customers are among the most demanding in terms of immediacy and convenience. A support slip – delay, wrong info, lack of empathy – can go viral or cost not just one sale, but many (negative reviews scare off future buyers). So having one of the best specialized call centers is an investment that pays off in loyalty and brand reputation.

We’ve seen how leaders combine approaches: Minute Call bringing agility and automation for startups and digital-first players; Atento, Konecta, Concentrix offering scalability and global reach for established retailers; or Emergia offering a mid-sized balance of cost and quality. The right choice depends on each ecommerce’s size, language needs and service philosophy.