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Outsource2india's Inbound Calling Support Helped A US-based Order Management Client

Case Study on Inbound Calling to an Order Management Client

The Client

The client we served owned a business that facilitates customized order management platform for restaurant owners. Their platform undertook orders for some of the restaurant chains across the country. Today, the client's services are reaching many top restaurants and hotels across the US.

Client's Requirement

We were contacted upon by the client to outsource their Contact Center requirement, inbound calling to be precise. We were required to deploy a pilot batch with 5 callers to accept orders for a US-based PIZZA giant. With a ramp-up plan on the tow involving 20 callers if the pilot project proved to be a success.

Business Challenges

The COVID-19 proved it would be difficult to run operations with their existing but limited staff. This caused major disruption to their order management performance. The other challenges included -

  • Inability to predict the outcome due to lack of experience in prospecting
  • One of the challenges was to get agents adapted to their script and engage students and parents to turn them into buyers of products

O2I's Solution

We mapped the client's business needs to our team at the Philippines where a team of 8 callers was shortlisted among whom 5 were handpicked based on their portfolio and experience. We placed them on duties to handle the pilot project in just 5 business days. They were responsible for -

  • Taking orders via phone calls
  • Processing information landing into Clients' CRM

The Result

The client preferred a professional approach that each employee at Outsource2india is associated with through their campaign. Currently, we have 70 active callers handling the client's requirement with more requests for ramp-up proposed in the anvil.

Outsource Outbound Calling Support to Outsource2india

If you consider outsourcing inbound calling just like our client, all options are options to help you pick a custom service that fits your budget and preference. We have been a leading outsourcing partner for the last 25 years and have consistently served clients from across the world. Outsourcing call center services to us can save you money and time allowing you to experience great outcomes including better productivity.

Contact us if you have a challenge that's similar to our client and we will hand-hold you through the outsourcing process.

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