Call Center for Delivery Service

The reliability of a courier service, online store, or transport company is determined by the speed of order processing and constant monitoring of each stage of their execution. To achieve high performance and quality service, there is a reliable assistant – a call center for delivery service.

• Convenience for Customers. Placing orders and discussing details over the phone is a fast way to address any buying process concerns or difficulties, as there is no need for a computer or internet connection. Oki-Toki also has a chat system where customers can interact with agents.
• Customer Interaction Automation. A portion of client interaction can be easily automated with the help of voice messages or a virtual agent. The robot can perform simple tasks such as order completion alerts, feedback collection and even accepting repeat orders.
• Expanding the client base. Contact center agents for delivery services not only handle incoming calls, but also actively work with potential clients, providing information about attractive offers and special promotions. In this way, you will expand your client base and increase the efficiency of your business.
• Order taking and delivery arrangement. The call center will be beneficial for delivery services, as it can assist customers with placing orders or clarifying details. Agents will quickly advise customers, answer all calls and messages, and clarify order details. For instance, in Oki-Toki, you can organize a call round to customers who are expecting a home delivery to confirm the delivery time.

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Call center for delivery service – a turnkey solution from Oki-Toki

Creating a multichannel call center is an essential step for a delivery company. However, outsourcing all operations isn’t the most advisable approach. The company’s agents are familiar with the “pitfalls” and can answer questions that external specialists might encounter for the first time. Nevertheless, establishing a traditional call center has its drawbacks, notably high cost. But there’s a solution – the use of cloud technologies. Clients of the Oki-Toki cloud service only pay for the services they use, which means lower expenses with less volume of work.Oki-Toki’s functional capabilities are suitable for various types of call centers in the delivery field, including courier services, online stores, food delivery, product, commodity and service delivery.The Oki-Toki’s cloud service specialists can swiftly assist in setting up a call center that meets the company’s demands and train your agent to configure our service. Oki-Toki does not require specialized agents from you, as our support is ready to help with complex issues. Oki-Toki’s cloud service offers a convenient solution for companies seeking to establish an efficient, affordable call center for delivery. This will help minimize costs, enhance agent performance, and leave a positive impression with the customer.
h3>Advantages of working with Oki-Toki/h3>
Oki-Toki’s cloud service provides a ready-made solution for delivery services, significantly improving the call center’s working process. Thanks to this solution, agents can promptly process customer requests and ensure a high level of service. 

Let’s explore the main features that this solution encompasses:

• Receiving and processing incoming calls. With Oki-Toki, you can connect different numbers to handle calls from various sources or channels. Connecting to the proprietary telephony service will save on communication costs. All calls will conveniently be processed in each agent’s personal account.
• Callback for missed calls. The Callback function allows timely connection with clients who could not get through. This enhances the company’s customer orientation and ensures prompt feedback.
• Setting up an auto-informer. With an auto-informer, you can set up voice notifications about the delivery method, payment, and order status. This will significantly reduce the load on the agents and speed up the communication between the supplier and the customer.
• Internal CRM or external integration. Oki-Toki offers its own CRM system for data management, or the possibility of integrating with the client’s existing CRM. This will help automate business processes and ensure efficient information exchange.
• Integration of SMS and email broadcasts. Oki-Toki allows sending information to customers via SMS and email, such as delivery time, order status, cost. Also, SMS can be sent directly from the agent’s position and during a call. This will enhance customer interaction and improve communication efficiency.
• Chats. Delivery service agents can interact with clients via chat, providing information about delivery methods, payment, order status, as well as promptly answering questions. Clients can use the chat function on the website or reach out through a messenger, and agents will respond from Oki-Toki.
• Reporting. In reports, you can view the duration of the call, the number of processed requests, as well as listen to conversations, view transcripts, and export calls for further analysis.
• KPI. You will be able to track an agent’s engagement, control tardiness and instances when an agent leaves before the end of their shift. With the use of evaluation sheets, you can analyze agent dialogues and assign scores.
• Agent Evaluation. You can conduct an automatic survey of customers about the quality of service, or after a conversation with the agent, the customer can rate the experience between 1 and 5.

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The tools of the cloud service Oki-Toki will assist your delivery service call center in boosting revenue and maintaining constant communication with your customers. Our ready-to-use solution empowers you to oversee your agents’ performance, provide quality service, and ensure continuous interaction with your clients. Don’t miss the opportunity to take advantage of everything Oki-Toki has to offer for your delivery call center.