Confirmation calls: the few minutes that decide your profit

In a COD business an order isn't a sale — it's a sale only once it's delivered. The most important step in between is the confirmation call. A good call lowers the chance of a return and opens the door to selling one more product.

When to call

As soon as possible after the order arrives — ideally within an hour. That's when the customer is most interested. Wait too long and many forget, or buy somewhere else.

What to check on the call

1. Name and full address (area, road, a nearby landmark)
2. Product, size, colour and quantity
3. Total amount, including the delivery charge
4. Roughly when it will arrive, and that the rider will call

A simple call script

"Assalamu alaikum, I'm calling from [shop name]. You ordered [product] from us — I'm calling to confirm the order. Is your address [address]? The total is [amount] taka, payable on delivery. It will reach you within 2–3 days."

A small upsell chance

After confirming, mention one product that goes well with it — "Many people take [product] with this; ordered together there's no extra delivery charge." Don't push; just let them know.

If they don't pick up

Try at least two or three times a few hours apart, and send an SMS too. If you still can't reach them, put the order on hold.

Measure the team's work

Who made how many calls, how many were confirmed, how many are pending — without these numbers a call team slowly loosens up. Check them every day and reward good work with commission.

One Sales Flow has a call queue, lead distribution, auto calls when nobody answers and a call report for every staff member — so you can see which orders still need a call and who is falling behind, all on one page.