DELIVERY EXPERIENCE DEPARTMENT(XSP)

The purpose of this presentation is to know the role IVR and Manual
calling in Central-1.

At the end of this presentation agent’s will be able:

• To know the journey of parcel in Last mile
• To know the journey IVR(Interactive Voice Response) in last mile
• The further process of manual calling after IVR.
 Before we know the purpose of IVR We need to know from which phases the parcel move in Last mile.

LAST
MILE
BASIC
JOURNEY
 Purpose of IVR & Manual Calling

Purpose of IVR and Manual Calling is to on time confirmation and satisfaction

from Customer side.
IVR which mean’s
interactive voice After the IVR the
After data pasting
response is the confirmation the IVR
process Manual Calling
confirmation from agent pasted it’s
team calls on some
customer side about result of CCT sheet on
specific customer’s as
the update on current their concerned
per SOP’s.
day parcel attempted region/hub’s.
by our delivery hero.
Process of Reporting
CCT File Presentation
 7-
Steps

To Export All
To Check Tracking's and
To Check IVR To Check Manual Call Check
Rejection Manual Call Result (Re- Delivered
sheets Result (Hold) attempt) Tracking's

To Check To Check To Check

Parcel Manual Call Manual Calling
Status(Delivery Result (Reject) Compliance
Failed) (Response & No
Response &No
Calling
1. IVR REJECTION SHEET

1st to Create Filter and Select Failed Attempt To Choose IVR

Rejection sheets e.g. ( IVR Rejection Lax 2 , 3, 4)

Manual Call Result (Reject)

Poc Actions (Reject)

Agent Comments(Previous Day on hold CT confirmation Rejection)

Manual calling compliance (No Response)

Example
2. To Check Parcel Status(Delivery
Failed)
1st to Create Filter and Select Parcel Status To Choose Delivery
failed
IVR Rejections sheets And others Such as open reject, Damage, &
systemically Cancel parcels

Manual Call Result (Reject)

POC(Point of Contact) Actions (Reject)

Agent Comments(Previous Day on hold CT confirmation Rejection) & (Customer forcefully opened
the parcel)

Manual calling compliance (IVR Rejections sheets) (No Response)

Manual calling compliance (Customer forcefully opened the parcel) (Response)

Example
3.To Check Manual Call Result
(Hold)
1 to Create Filter and Select Manual Call Result To
st

Choose Hold

Manual Call POC Actions

Result (Hold - (Hold - Next
Next Day) Day)

Agent
Comments(Not
Answering, Manual calling
Number compliance (No
Switched Off , Response)
Customer not
Reachable)

Why We Hold 1st & 2nd attempt?

Why 3rd Attempt is Hold?
 Why We Hold 1st & 2nd attempt?

We Hold 1st and 2nd attempt parcel on the basis of IVR results as well as also
on Delivery hero remarks which also shown in below Picture.

Ivr Run on 1st and 2nd attempt

CT Action 1 IVR
CT Action 2 Manual Call
When CT Action 2 sow as Manual Calls than it is Compulsory to Call on That Parcels
 Why 3rd Attempt is Hold?

 We do not Run IVR on High Attempt Parcels (Like 3rd attempt) which actually
marked as hold due to no responsive of customer on any Type of DH parcel
attempted remarks.
CT Action 1 Manual Call
CT Action 2 (-)
4.To Check Manual Call Result (Reject)
1st to Create Filter and Select Manual Call Result To Choose Reject

Manual
Agent calling
Manual Call Result POC Actions Comments(Reject compliance
(Reject) (Reject) Reasons)(next pg (Response)
fig 1.1)

Why We Reject 1st & 2nd attempt?

Why High attempt is Reject like (4th 5th…)?
 Fig 1.1
Rejection
Reasons
 Why We Reject 1st & 2nd attempt?
After the confirmation of rejection with customer consent the manual call
agent reject the TN on customer remarks.

 IVR Run on 1st and 2nd attempt

CT Action 1 IVR
CT Action 2 Manual Call
When CT Action 2 show as Manual Calls than it is Compulsory to Call on That
Parcels
Why High attempt is Reject like (3rd 4th 5th…)?

IVR do not Run on High Attempt Parcels (Like 3 rd 4th 5th)

CT Action 1 Manual Call

CT Action 2 (-)

IF 4th or above Attempt Customer no Also in 3rd attempt case

Response on our call than marks direct we follow the 1st and 2nd
attempt rule. After the
mark status as Reject like this confirmation of
rejection with customer
1. Manual Call Result (Reject) consent the manual call
agent reject the TN on
2. POC Actions (Reject) customer remarks.

3. Agent Comments(Not Answering,

Number Switched Off)
4. Manual calling compliance (No
Response)
5.To Check Manual Call Result (Re-
attempt)
Manual Call Result (Re-attempt)

POC Actions (Re-attempt)

Agent Comments(Customer not

reachable, Already Delivered,
Customer instruct to postpone,)e.g.

Manual calling compliance (No

Response, Response)

Why High Attempt parcel is Re-attempt?

High attempt parcel are re-attempt because customer

are willing to receive these parcel.
Example
6. To Check Manual Calling Compliance (Response &
No Response &No Calling
1st to Create Filter and Select Manual calling compliance
Select (No Response, Response, No Calling)

Response Reasons
Reject after customer's Consultation

Customer instruct to Habitual customer already many cancelled order's

postpone
Fake attempt Reject
Customer doesn't have cash available
Customer forcefully opened the parcel
Customer is out of city

Fake attempt but Customer wanted to open

Reject Due to late delivery

customer wants to
Found Cheaper elsewhere
I'm not available cancel the parcel

receive the parcel. I've no idea about this parcel kindly reject it.
Customer had a bad experience
Ordered placed by mistake

Already Delivered Order Cancel due to wrong product/Incomplete product

Duplicate Order
Suspected wrong order
Mentioned amount Is wrong
No Response Reasons No Calling

Not Attempted
Number Switched Off
IVR To be Made Next
Not Answering Day
Customer not reachable
Couldn't Make call
After 11 Pm
Previous Day on hold CT
confirmation Rejection
 7. To Export All Tracking's and Check Delivered
Tracking's
Paste All the Current Date tracking's On Parcel management and take Export and apply
VLOOKUP B/w Export sheet and IVR sheet
To Select All Delivered Tracking's
 3. Agent
2. POC Actions (Re- 4. Manual calling
1.Manual Call Result Comments(Already
attempt) compliance
(Re-attempt) Delivered)
(Response)
Muhammad Ahmad

Delivery experience Lead central-1