From 20-Minute Calls to 90 Seconds: How One Logistics Company Ditched Their Offshore Call Center

Use Case

The Problem

Offshore headaches and 20 minute calls. Their scheduling process? Painful. Not to mention hit or miss problem solving.

‍The Delivery Failure Disasters

Specializing in white-glove delivery for enterprise clients across the U.S, we're talking high-value, time-sensitive shipments where precision matters. Every failed delivery attempt means wasted fuel, wasted driver time, and the headache of rescheduling.

What the team needed: Proactive recipient calling to confirm delivery windows, verify access, and flag potential issues before the truck ever leaves the lot. The current system had fatal flaws:

The offshore call center wasn't cutting it.
‍While cost-effective on paper there were constant gaps in communication and quality control problems.
Calls were dragging on forever.
Some scheduling calls hit 20+ minutes as reps worked through complex questionnaires and rescheduling scenarios.
Callbacks were a mess.
When recipients missed the initial call and tried calling back, there was no smooth way to reconnect them with the scheduling process. Just friction and delays.
Catching problems early was hit-or-miss.
Some deliveries have showstoppers: five flights of stairs with no elevator, truck access restrictions, impossible scheduling conflicts. Identifying these issues consistently? Not happening.

Birdcall deployed an outbound AI voice agent designed specifically for delivery scheduling.

Plugging directly into their existing logistics systems. No rip-and-replace required.

Handling multiple orders simultaneously

Works 24/7/365 without breaks and always has a pleasant personality

Upsells designed around inventory management

Provides a quiet environment

Qualified call routing

Designed an agent

The Results:
10.7 Months of Performance

Total calls
handled

10,296

Complete orders taken by Birdcall AI

3,114

Calls handled without human intervention

75.1%

Additional revenue
captured

$8,715

Orders occurred during concurrent call activity

249

Call Birdcall handled
simultaniously

Labor Savings

For every $1 invested, they gained $6.87 in direct value—plus immeasurable improvements in operations and culture.

1.5 Full-time role eliminated

2,562 hours of phone work automated
$13/hour × 1.5 FTE saved
Staff redirected to food prep and customer service
$3,120/month in labor cost savings

$108,990

$8,715

$33,311

Total Value

$151,016

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