Since 2019, the demand for food delivery, household goods, and other products has skyrocketed due to mobility restrictions and the closure of many brick-and-mortar stores. According to the research firm Research and Markets, the global food delivery market is projected to reach $680 billion by 2024 and is expected to grow to $1.37 trillion by 2029, with a compound annual growth rate (CAGR) of 15.01%. The convenience of ordering food online has significantly increased the number of consumers utilizing delivery services, driving the need for exceptional customer support. This is where outsourcing contact center services for delivery and logistics companies becomes indispensable.
Why Delivery Services Choose Contact Center Outsourcing?
Intense Market Competition
The online delivery and logistics market is fiercely competitive. The number of players is steadily growing, leading to intense competition for every customer and market share. As a result, many delivery service providers choose to outsource their contact centers. This allows them to focus on core competencies like optimizing delivery routes or expanding their product range while delegating customer service to professional organizations. Thus, contact center outsourcing becomes a strategic choice for companies aiming to gain a competitive edge in the online delivery and logistics market.
Managing Large Volumes of Requests
Delivery services constantly face high workloads due to the large volume of orders and customer inquiries. An in-house contact center may struggle with seasonal or sudden peak demands. Outsourcing customer service provides access to scalable solutions, enabling companies to easily adjust resources to meet fluctuating workloads.
The Need for 24/7 Support
The increased usage of mobile devices, combined with changing customer expectations, has created a demand for 24-hour service. Outsourced contact centers are suitable for meeting this need. These centers guarantee continuous customer support across time zones by dispersing shifts globally. This is especially important for delivery companies, since orders might arrive at any time of day.
Multilingual Support for International Clients
Major market players are expanding into various regions. Outsourcing contact center services for delivery and logistics companies enables businesses to adapt their services to the linguistic and cultural specifics of their customers. For instance, local agents are better equipped to understand cultural nuances in communication, creating a more personalized interaction experience. This approach not only boosts customer satisfaction but also helps companies avoid misunderstandings and conflicts related to cultural differences.
Advantages of Partnering with Global Bilgi for Delivery and Logistics Companies
Choosing a contact center outsourcing partner means investing in your brand image and customer satisfaction. The efficiency of order processing, problem resolution, and the maintenance of a positive reputation depend on the reliability and professionalism of this partner. Global Bilgi is a leader in the Ukrainian contact center outsourcing market. Here’s why Global Bilgi should be your partner in customer service.
Transparency and High Standards
Global Bilgi is an international company with European investments, part of the DVL Telecom telecommunications group. We ensure transparency in our processes, reliability in partnerships, and a high level of client trust. We build long-term relationships based on clear cooperation terms and mutual engagement.
Experience with Delivery Services
We have extensive experience collaborating with international businesses in the delivery and logistics sector. One of our key partners is a large company that provides delivery services via a mobile application.
Global Bilgi’s outsourced contact center can handle tasks such as:
- Order processing: managing new orders, making changes to existing ones, and canceling orders.
- Customer consultations: addressing inquiries about order status, payment methods, delivery terms, product assortment, and more.
- Problem resolution: handling complaints, claims, returns, and compensations.
- Outbound calling and IVR services: informing clients about new services, promotions, and discounts.
- Customer feedback collection: conducting surveys to evaluate service quality and identify improvement areas.
- Technical support: assisting clients with using the delivery app or website.
- Database management: updating customer information and maintaining interaction histories.
We provide comprehensive support to customers, couriers, and partners regarding orders, rescheduling deliveries, execution timelines, refunds, and service quality.
Focus on Customer Experience
With years of experience in enhancing customer experience, Global Bilgi prioritizes achieving high CSAT (Customer Satisfaction Score) and NPS (Net Promoter Score).
Rapid Scalability
Our robust HR department collaborates with leading educational institutions and job search platforms, enabling us to quickly scale agent teams to meet varying contact center workloads. Whether managing increasing requests or seasonal peaks, Global Bilgi is ready to deliver the necessary level of support.
Advanced Contact Center Software
Our innovative contact center cloud platform, Sirius, optimizes agent productivity and facilitates omnichannel communication between agents, clients, couriers, and partner organizations (such as restaurants, stores, and dark kitchens).
Additionally, we have developed proprietary software for quality service control and agent workforce management. With our service quality monitoring and WFM (Workforce Management) system, we achieve optimal agent productivity and contact center efficiency.
Tailored IT Solutions
Global Bilgi’s in-house IT department enables rapid software adaptation to business needs, including CRM system integration, chatbot development, website live chat solutions, callback widgets, and other tools that enhance customer interaction.
Reporting and Process Improvement Engagement
Global Bilgi provides detailed reporting on inquiries, issues, and challenges encountered during the ordering and delivery processes. We actively participate in improving client service processes, offering recommendations and insights to enhance service quality and foster long-term customer loyalty.
Conclusion
The delivery and logistics market is evolving at an unprecedented pace. As demand for goods delivery grows, so does competition. Customers expect swift, seamless communication and flexible solutions, which require significant investments in technical infrastructure and support. Outsourcing contact centers has become a vital strategy for businesses aiming to maintain competitiveness and deliver a superior digital customer experience.
Partnering with Global Bilgi unlocks new opportunities for delivery and logistics companies to optimize processes and elevate service quality. Our advantages include expertise, innovative solutions, transparency, and a focus on achieving key performance indicators (KPIs).
If you’d like to learn more about our outsourcing services, system integration, or receive a pricing estimate, fill out the Contact Us form. Our specialist will contact you at your convenience!
