High-Volume Logistics Support Built for Faster Resolution
shipments handled per month across the client’s logistics network
customer calls handled per day across delivery, tracking, service, and account-related requests
agents on the line, supporting high daily customer demand
Handling high call volumes without slowing customer service
The client needed a support operation capable of managing thousands of daily calls while providing accurate guidance across a wide range of logistics services and maintaining a strong customer experience.
High daily call volumes
The team had to handle around 7,500 calls per day while keeping waiting times under control and maintaining consistent service quality.
Complex logistics knowledge
Agents needed deep knowledge of delivery services, pricing, timelines, branch operations, storage terms, payment methods, and additional service options.
Resolution at first contact
Customers expected fast, accurate answers across a broad range of requests, making first-call resolution and efficient case handling key operational priorities.
Full ownership of customer communication
Simply Contact took over the full scope of customer communication, building a structured support operation designed to reduce waiting times, improve first-call resolution, and maintain consistent service across a high-volume logistics environment.
End-to-end communication
The team manages customer requests across the full support flow rather than handling isolated service functions.
High-volume call handling
Processes and staffing are structured around thousands of daily calls while maintaining stable service quality.
Faster resolution
Workflows are designed to reduce waiting times and resolve more customer issues during the first interaction.
Consistent service standards
Agents follow shared processes and service principles to provide accurate, customer-focused support across a wide range of logistics requests.
End-to-end support across the delivery journey
SHIPPING & DELIVERY
- Shipment tracking and status updates
- Dispatch and delivery guidance
- Delivery cost and time calculations
- Resolution of delivery-related questions
SERVICE & CUSTOMER CARE
- Branch schedules and storage terms
- Payment method guidance
- Courier call requests
- Loyalty program and additional service advice
BUSINESS & INTERNATIONAL SUPPORT
- Support for business customers
- International delivery guidance
- Advice on logistics services and shipment options
- Assistance with more complex service requests
Service expertise built for complex delivery operations
Agents are trained to navigate a broad range of logistics services, explain complex delivery conditions clearly, and support both individual and business customers with confidence.
Deep service knowledge
The team understands delivery options, pricing logic, timelines, storage conditions, payment methods, and additional logistics services.
Customer-focused communication
Agents combine operational knowledge with clear communication, empathy, and the ability to remain effective in high-pressure customer interactions.
Support for diverse customer needs
The team adapts guidance to different scenarios, from everyday parcel questions to business and international delivery requests.
Faster resolution without compromising service quality
The operating model was designed to reduce customer waiting times, improve first-call resolution, and maintain consistent service standards across a high-volume logistics environment.
Reduced waiting times
Workflows and staffing were structured to keep queues moving efficiently and provide customers with faster access to support.
Higher first-call resolution
Agents are equipped with the knowledge and processes needed to resolve more customer questions during the initial interaction.
Transparent service processes
Clear workflows and performance visibility helped maintain consistency across thousands of daily customer interactions.
Customer satisfaction focus
Service quality remained a core priority alongside speed and operational efficiency, contributing to strong customer satisfaction results.
High-volume logistics support with strong customer satisfaction
Simply Contact maintained consistent service quality across thousands of daily interactions while improving access to support and helping more customer issues get resolved during the first contact.
delivery streams covered: individual, business, and international
customer satisfaction rate across the logistics support operation
OPERATIONAL OUTCOMES
- Reduced customer waiting times through a more efficient support framework
- Increased first-call resolution across a broad range of logistics requests
- Stable service quality across a high-volume customer operation
- Full customer communication handled within one structured support model
Feliks Shumovkij — Quote
We started cooperating with Simply Contact in 2015. The project was launched quickly and on time. The IT work was perfect, and agent performance was satisfactory from the beginning. We are happy with the Simply Contact team's performance.
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