Call center for delivery service

In the process of development online shopping, the needs of delivery services is increasing day by day. Almost all thing in our life is delivering door to door particularly such as food, clothing, books, equipment to high-dimensional cargo.

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  • 1

    Problem

    There are many different services on the market, the competition is very high, but can everyone boast a high level of service? Some of customer meet with unpleasant situations of package loss, confusion with the address or warehouse number, damage to the goods during transportation. These moments bring a lot of inconvenience to customers of the delivery service, bring negative emotions, which subsequently make a person look in the direction of another service.

    The point of no return, which determines the behavior and satisfaction of the user, is the call center. In order to leave competitors behind, the head of the delivery service should think about developing an effective call center, in the process of organizing which, to think through every detail from receiving calls, processing them to writing an algorithm for the operators to avoid re-sending, resolving conflict situations with customers.

    And here the question arises: is it worth organizing your own KC, investing more than $ 40,000, getting involved in the endless process of solving many problems associated with ensuring the smooth operation of the call center or is there an alternative? Even if the delivery service already has its own call center, there is a harsh reality in which calls arrive at the call center unevenly with peaks at different times of the day. In pursuit of 100% acceptance of the call, the company is forced to keep overstaff, expand the number of jobs, increase the budget for the admin. staff. Is it worth investing time and effort when the market has long found a solution to this problem?

  • 2

    Solution

    But it is obvious that it is more profitable to use outsourcing if a small center load is planned (several operators), one-time or periodic tasks are solved and, most importantly, there are no resources, time or specialists to create your own call-center. If a company plans to solve constant problems with the help of a call center, it needs at least several tens, and even hundreds of operators, ready to allocate funds, people and time – it is more reasonable to make a combined approach, in which part of the tasks lies on its own call -center, and part – outsourced.

    What tasks can be solved effectively by call center eCall?

    • customer consultation with a focus on the sale of services organization of cold calls;
    • search for customers interested in purchasing services updating the database
    • collecting and processing statistical data
    • systematization of information about customers
    • work with complaints
    • preparation of reports
  • 3

    Result

    As a result, the company will receive the following benefits:

    • Unloading your own call center by forwarding calls to CC eCall
    • Optimization of telephone lines,
    • Simplifying the scheduling process for staff
    • Increased customer loyalty due to reduced waiting times on the line
    • Growth profit due to reduction of personnel costs, rent, equipment
    • Increasing the number of sales of services due to timely and high-quality work with the customer base
    • Competitive upgrades

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