Discounters.PK

The challenge

COD returns were hurting profits. About 30% of orders came back because nobody called to confirm them before shipping.

What we built

A call list on the power dialer to confirm every order, a Shopify link so agents see the order on screen, and a separate order queue with call recording.

The story

Most people in Pakistan pay for online orders with cash on delivery. This is also how most online stores lose money. Discounters.PK used to send out every order as soon as it came in. About 3 out of 10 orders came straight back: wrong address, customer changed their mind, or the order was never going to be picked up.

The fix was simple. Now every order goes into a call list on the power dialer, and an agent speaks to the customer before the order leaves the warehouse. The dialer gives the agent the next order automatically, so nobody has to type numbers by hand.

The Shopify link shows the order on the agent's screen the moment the call connects. So the agent already knows the items and the total, instead of spending thirty seconds looking it up. If an order cannot be reached on the first try, it goes into a callback list instead of being shipped anyway.

The evening rush was the other half of the problem. Calls used to just ring out when everyone was busy. Now they wait in a queue and hear their position in line, and the callback list catches anyone who cannot wait.