· 4 min read
A confirmation call has one job: get the customer to say, in their own words, that the order and the address are right. Everything about the call should make that easy. Most bad calls fail not because the customer did not want the product, but because the call was confusing, too long, or sounded like a scam.
Here is the shape we settled on after listening to a lot of calls, and why each part is there.
The greeting names the shop first
The customer sees an unknown number and is already half expecting a scam. The first sentence has to answer "who is this?" before anything else: the shop's name, then the reason for calling. "আসসালামু আলাইকুম, আমি [shop name] থেকে বলছি, আপনার অর্ডারটা কনফার্ম করার জন্য ফোন করেছি।"
Not "this is an automated call". Not a long introduction. The shop's name, and the reason.
The order is read back in full, with the amount
Customers do not remember what they ordered as a list of product codes. They remember "the blue one" and roughly what it cost. Reading out the item names and the total in taka is how the customer recognises the order as theirs, and it is how a duplicate gets caught: a customer who hears the same order twice in ten minutes says so.
This is also the moment to be honest about delivery charge. A total that includes the delivery fee, said out loud, is a total the customer will not dispute at the door.
One question at a time
"Is the order correct, and is the address correct, and will you be home tomorrow?" gets a "yes" that means nothing. The call asks about the order, waits, then asks about the address, waits. Each answer is recorded separately.
The address is read back the way a courier would say it
House, road, area, thana, district. If the customer corrects any of it, the correction is captured in the customer's words. The address the shop sent is never overwritten; what the customer said sits beside it, so the courier has both.
The thana and the district are the two fields that decide whether a parcel gets there. A call that captures those two, even when the rest of the address is loose, has done most of the work.
Cancellations are accepted, not argued
A customer who wants to cancel should be able to say so in one sentence and be done. The agent records the reason and thanks them. Arguing turns a cancelled order into a customer who never orders again. The shop sees the reason in the hold list and decides whether to follow up.
It ends quickly
A confirmation call should be over in about a minute. Long calls lose people: they get distracted, they hang up, they say yes to whatever ends the call. Sworborno caps each call at a couple of minutes for exactly this reason, and a call that hits the cap is flagged for a person rather than counted as confirmed.
What "good" looks like from the shop's side
After the call, the shop should need one line, not a transcript: confirmed and the address is right; or on hold, and why. The recording is there if anyone wants to listen, but nobody should have to.
That is the standard Sworborno's calls are built to. The agent speaks natural Bangla, understands Bangla, English and the mix most people actually speak, calls from a local number, and hands the shop one line per order. If you want to hear one, sign up and call your own phone with the free minutes.