One call to qualify the site access. Another call to schedule. A third to confirm. Each touchpoint was another chance for frustration.
Miss the first call? Good luck getting through when you called back. Hold times, transfers, dead ends
Miss the first call? Good luck getting through when you called back. Hold times, transfers, dead ends
Miss the first call? Good luck getting through when you called back. Hold times, transfers, dead ends
We built the knowledge around their workflows, what edge cases looked like and integrated with their logistics platform. Running 200-300 AI calls per day to validate quality. The result? Eliminating the first outsourced position by month 2.
Our scheduling agent went live, handling 6,000-7,000 calls per month. Giving natural conversations, smart voicemails and automatic escalation for complex cases. Another position eliminated from the outsourced call center.
Added questionnaire and window delivery agents, cutting consignee touch points from 3 calls to 2. Full BPO elimination by month 8 and a total of 5 outsourced positions eliminated.
No more managing an external vendor. No more quality concerns or communication gaps. Their U.S. team now focuses on complex problem-solving while the AI handles the routine coordination.
Customers get fewer calls, no hold times, and consistent service every time. And when volume grows, the system scales without breaking a sweat (or adding headcount).
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