A leading e-commerce business faced high delivery failure rate for COD orders, which had a direct impact on inventory management and costs.
A leading e-commerce business faced significant challenges in delivering orders efficiently, which had a direct impact on inventory management and the order fulfilment processes.
The company's in-house telecalling team encountered difficulties in connecting with potential customers, achieving only a 60% success rate due to fluctuating volumes and slow turn around times. This low connectivity led to gaps in customer coverage and a rise in Non-Delivery Reports (NDRs) when orders were reattempted.
Futwork implemented a comprehensive calling setup, leveraging skilled NDR agents and advanced calling mechanisms to maximize coverage
Futwork's approach involved:
Recruiting and training specialized NDR agents to effectively handle customer communications and resolve delivery issues.
Implementing advanced calling technology to optimize call routing and increase connectivity rates.
Extending calling availability to all seven days of the week to ensure continuous coverage and timely customer support.
Conducting calls in regional languages.
The partnership with Futwork yielded significant improvements across key performance metrics:
Achieved 100% data coverage, ensuring that all customer inquiries and order-related issues were addressed promptly.
Increased customer connectivity to over 80%, surpassing the company's previous success rate.
Improved call conclusion rate to 71%, enabling efficient resolution of delivery issues through reattempts or cancellations.
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CIN:U74140MH2016PTC273592
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