Contact Center
for a Logistics Company

About the project

1. Challenge

   The largest Ukrainian private logistics company hired Simply Contact to handle customer requests connected with shipment tracking, delivery cost calculation, loyalty program advice, and ordering additional services. The team needed to handle 7500 calls daily and ensure customer satisfaction.

2. Key requirements
   • Expert-level avis skills and knowledge
   • Logistics services full functionality knowledge
   • Perfect dialogue in the client's language
   • Client-oriented, stress-resistant, excellent communication skills
3. Solution

   Simply Contact took over all channels and the entire scope of communication with clients. We ensured an effective framework that aimed at reducing waiting times. The seamless working process enabled us to increase first call resolution and ensure an increase in the customer satisfaction rate.

4. Tasks we fulfill
   • Advising clients on dispatch and delivery of goods
   • Calculation of cost and delivery time
   • Providing information about the work schedule of offices, the terms of storage of goods and methods of payment
   • Making courier calls
   • Loyalty program advice
   • Ordering additional services related to the delivery of goods
   • Providing services to business customers
   • International delivery advice