Call Centre

Why a COD call centre is not customer support

A support desk waits for problems. A COD call centre goes looking for them, before they cost anything. Its job is to remove the orders that were never real and to repair the ones that are, while the parcel is still on the shelf.

Everything downstream depends on it. The last mile can only be as good as the address it was given.

Why it has to be local

• Dialect. A Libyan buyer answering a call in an unfamiliar accent is already suspicious. Trust is decided in the first five seconds.
• Geography. An agent who does not know that a district has two common names cannot fix an address.
• Objections. The reasons a buyer hesitates differ by market, and a generic script answers none of them.

What the numbers look like

MDM Express runs local call-centre teams in each market and confirms at a 75% rate. The remaining 25% are cancelled before dispatch, which means they cost the seller neither a delivery nor a return.

The most common reason an order is cancelled is simply that nobody answers. An order is only given up after three days and more than nine attempts, and the no-answer share is pushed down by calling at different times of day and following up on WhatsApp rather than relying on the call alone.