Logistics
Delivery windows, failed drops and driver callbacks, at volume
Delivery windows, failed drops and driver callbacks, handled by phone at the volume they actually arrive in.
Incoming call
What this is for
Delivery exceptions generate calls in proportion to volume, and every one of them is urgent to the person calling. A failed drop turns into an inbound call, an outbound call to the driver, and a callback. Three conversations for one parcel, each competing with the next exception in the queue.
What it does on a delivery call
- 01
Finds the consignment
Tracking number, order reference, or the number they are calling from. Resolved at the start, so the rest of the call is about this parcel and not about parcels in general.
- 02
Explains what actually happened
Attempted at 2:40, returned to depot, held for address confirmation. The real event out of your system rather than a generic status line.
- 03
Rebooks or redirects on the call
A new window, a neighbour, a pickup point, or hold at depot. Written back during the conversation.
- 04
Runs the outbound side too
Pre-delivery confirmations, failed-attempt callbacks, access-instruction calls. Run as campaigns, so the exception can be closed before the customer has to ring you.
Related
- Order status callsIt looks the order up while the caller is still talking, tells them where it is, and changes the delivery if that is what they wanted.
- Retail and e-commerceWhere is my order, can I change it, how do I send it back. The three calls that fill a support queue, answered on the phone.
- Outbound campaignsUpload the list, set the cadence, and let it run. Every row ends in an outcome you can filter on, with the recording attached.
- Inbound supportPoint it at your material and it answers from that rather than a script you maintain. What it has no grounds to answer becomes a transfer, not a guess.
Logistics: common questions
Can it rebook a delivery, or only report on one?
It rebooks, if you give it the action. Redirecting to a neighbour or a pickup point and holding at depot work the same way.
Does it handle both consumers and business customers?
Both, as different branches. A business customer asking about a pallet needs different questions from a consumer asking about a parcel.
Can it call drivers as well as customers?
Outbound calls can go to any number on your list, a driver's included, and the answers come back as structured fields.
How does it cope with peak season?
Concurrency is not a headcount, so November and December are more minutes rather than a recruitment round.
Where does the tracking data come from?
From the systems connected on your account, read live during the call.
Still stuck? Talk to our team.