Order Confirmation Call Centre — TimeSwift Logistics

We call every customer before a rider leaves.

Sixty-two agents in Nairobi, calling in eight languages, Monday to Saturday. They confirm the order, fix the address, agree a delivery window and set the payment expectation — so the rider arrives to someone who is expecting them and ready to pay.

94% confirmed first call Customer numbers masked 8 languages

On Every Call

What our agents actually do

This isn't a switchboard. Each agent owns the order from the moment it lands until the rider is scheduled.

Confirm the order

Read the order back, check the item and the price, and make sure the person on the phone actually placed it.

Fix the address

"Behind the petrol station in Kasarani" becomes a rider-usable location with a landmark and a pin.

Schedule the delivery

A window the customer chooses, not one we impose. Most people pick a two-hour slot the same or next day.

Set payment expectations

The exact amount, and that it is payable to the rider by M-Pesa or cash. No surprises at the door.

Handle the objection

Questions about the product, the vendor, or the return policy get answered before a rider is dispatched.

Rescue the near-miss

Unreachable customers get three attempts across different times of day before we cancel anything.

Protect what is private

Sensitive orders are flagged. Agents never name the product until the customer confirms they can speak freely, and never leave it with anyone else.

A confirmation call, roughly

Agents work from a structure, not a script — the point is a real conversation in the customer's own language.

TSHi Wanjiku, this is Mercy from TimeSwift. You ordered the skincare set from GlowLab yesterday — can I confirm it's still okay to deliver?

CYes, but I'm at work until six.

TSNo problem. Shall the rider bring it to you this evening after six, or tomorrow morning at home in Kasarani?

CTomorrow morning is better.

TSDone — tomorrow between 9 and 11, KSh 2,450 payable to the rider by M-Pesa or cash. You'll get an SMS with his name and number.

The Difference

One call removes four ways an order can fail

Wrong number, wrong address, customer unavailable, customer changed their mind — all of it surfaces on the phone rather than at the door with a rider standing there.

Wrong or dead number

Caught in minutes, not after a wasted rider trip.

Vague address

Turned into a landmark and a pin the rider can actually find.

Nobody home

The customer picks the window, so somebody is there to receive it.

Payment surprise

The amount is agreed on the call, so the door isn't where it gets negotiated.

Confidentiality

Your customer’s business is nobody else’s.

A parcel is a private matter between a vendor and a buyer. We treat every order that way — whether it is a phone case or a course of medication — and we build the systems so that discretion does not depend on an individual agent remembering to be careful.

Agent screen — order TS-77042 Masked

CustomerWanjiku M.

Phone••• ••• 412

AreaKasarani

ItemOrder contents — sealed

Amount dueKSh 2,450

The agent presses call and the system dials. The full number is never displayed, and cannot be copied, exported or written down.

How It Works

Agents can call your customer. They cannot see them.

Contact details are stored encrypted and never rendered to the agent. Click-to-dial connects the call through our switchboard, so the person on the headset has a first name, an area and an order reference — and nothing they could take home.

Number masked end to end

Shown as ••• ••• 412, dialled by the system.

No copy, no export

The agent console has no way to extract a contact list.

Signed confidentiality

Every agent signs an undertaking and re-trains on it annually.

Audited access

Who opened which order, and when, is logged and reviewed.

Unmarked packaging

The outer packaging carries a barcode and a name. No product, no vendor branding, no category — nobody in the chain, including the rider, can tell what is inside.

Agents never see the number

Contact details are stored encrypted and masked on screen. The system dials on the agent’s behalf, so a number cannot be viewed, copied, exported or taken home.

Riders get even less

A first name, a map pin and a masked call button routed through our switchboard. The order disappears from the rider’s app the moment it is delivered.

Sensitive-order protocol

Medication, health and personal items are flagged. The product is never named aloud until the customer confirms they can talk, and never left with a neighbour or in a voicemail.

Recordings under lock

Calls are recorded for quality, retained 90 days, and can only be opened by a team leader with a logged reason. Agents cannot replay their own calls.

Never sold, never shared

Customer data is used to deliver that order and nothing else. It is not sold, not shared with other vendors, and not used for marketing.

Every order, every shilling

Kenya today. East Africa next.

A Kenyan company, scaling out