Courier company calls: how to confirm deliveries in advance and answer “where is my parcel?”
Sado AI team · · 4 min read
In short
The most expensive thing for a courier company is a wasted trip: the courier arrives and nobody is home. To prevent it, call the recipient before delivery: what is coming and from whom, the time window, the address, and the cash amount if paying on delivery. If they won’t be home, offer another time or address. On incoming calls, ask for the order number, record changes of time or address at once and pass complaints to a manager. An AI voice operator can make these calls from an Excel list.
Where a courier company loses money
Each failed delivery means two trips, double courier time and an unhappy customer. The reason is usually simple: the recipient is at work, the address is old or the intercom doesn’t work. For example, if 20 of 200 daily deliveries fail at the first attempt, that’s 20 extra trips a day. These numbers are only an example.
The second loss is the phone. Recipients call the courier directly to ask where the parcel is, and the courier talks while driving and runs late. A new customer who wants to send something hits a busy line and finds another service.
The pre-delivery call, step by step
- Call before the courier sets off, or the evening before: who the parcel is from (the shop’s name) and the time window. If someone else answers, don’t say what’s inside.
- Confirm the address: building, entrance, floor, intercom, landmark.
- If they won’t be home, offer options: another window, their workplace or a pickup point.
- For cash on delivery, say the amount and agree on change or a card transfer in advance.
- Record the answer in the courier’s list: confirmed, moved, new address or no answer.
A sample call
Sado: Assalomu alaykum, this is Malika from Chaqqon Kuryer. We’re bringing your order from Gulbog‘ Shop today between 2 and 5. Will you be home?
Caller: I’m at work today, I’ll be home after six.
Sado: Then shall we bring it tomorrow between 6 and 9 pm, or to your workplace today?
Caller: To my work, please. Amir Temur street 15, Baraka business centre.
Sado: Fine, to your work, between 2 and 5. The order is 185,000 so‘m. Cash or card transfer?
Caller: I’ll transfer to the card. Thanks!
A one-minute call saved the courier a wasted trip, and the new address went into the list.
Incoming calls: “where is my parcel?” and others
| Call | What to do |
|---|---|
| “Where is my parcel?” | Record the order or tracking number; staff check the status and call back |
| “Please move it to another day” | Record the new day and time window |
| “My address changed” | New address, landmark, intercom |
| “I want to send a parcel” | From, to, size, weight, pickup time; rate from the price list |
| Complaint: late, box crushed | Listen calmly, record it, create a task for a manager at once |
Let only the dispatcher call couriers, not recipients, so they aren’t distracted on the road.
Where the call list comes from
Your day’s delivery list already exists in your system: Excel, Google Sheets or software. Each morning it can become a call list. Name, phone, address, time window and amount are enough. More on calling from a sheet: calls from Excel and Google Sheets.
Set calling hours in advance, for example 9:00 to 20:00. Only people who placed an order are called. For larger loads: calls to a logistics company.
With an AI operator
You upload tomorrow’s deliveries to Auto-calls in the portal, or your system sends them by API. Sado’s AI operator talks with each recipient live in Uzbek or Russian: it confirms the time, records another time or address, and if asked to “call in the evening”, calls back then. Results download to Excel. More: AI outbound calls and AI operator for delivery services.
The operator also answers incoming calls at once, records changes and addresses, and turns complaints into tasks for a manager: incoming calls. Try it live or call 78 778 01 23.
Questions
When should the pre-delivery call be made?
Before the courier sets off, or the evening before. Don’t call too early or late: you set the hours, for example 9:00 to 20:00.
What if the recipient doesn’t answer?
Try again an hour or two later, then send a text. Mark the order “no answer” in the courier’s list so the dispatcher can change the route.
How much do these calls cost?
Only talked minutes are paid: 800 so‘m a minute. For example, 200 one-minute calls a day: 200 × 800 = 160,000 so‘m. Unanswered numbers cost nothing.