Call Center
Get started today
In COD markets, the call center IS your conversion engine. We built a hard-gated confirmation system with an 18-call retry protocol that achieves 90% confirmation rates. No order ships until it's confirmed — that's how we protect your cash flow.
alaaeddine nasloubi
Call Center Order Confirmation for COD in Latin America
FUFILLS operates a hard-gated confirmation system: no order ships until confirmed by our call center. With an 18-call retry protocol, multi-carrier execution, and regional SOP standardization, we achieve 90% confirmation rates across Latin America.
"We don't ship hope. We ship confirmed orders."
90% Confirmation Rate
Hard-gated system with 18-call retry protocol. Orders don't ship until confirmed — protecting your cash flow from RTO.
RTO Under 15%
Pre-ship validation of intent, address, and payment readiness. We filter out low-intent orders before they cost you money.
Confirmation That Drives Real Results
At FUFILLS, every confirmation call has one goal: delivery success.
Our agents are trained on COD-specific objection handling, regional dialects, and your product benefits. They build trust, confirm intent, and validate delivery details.
From order confirmation to post-delivery follow-up, we add the human layer that separates successful COD operations from failed ones.
90%
Average confirmation rate across all campaigns
18
Call attempts per order before marking unresponsive
12+
Carrier integrations for multi-carrier execution
4
Countries with standardized regional SOPs
What is Hard-Gated Confirmation?
Hard-gated confirmation means no order enters the fulfillment pipeline until it has been verbally confirmed by our call center. Unlike soft confirmation (SMS/WhatsApp only), hard-gated requires live voice confirmation of intent, address, and payment readiness.
Why Hard-Gating Matters for COD
- COD markets in LATAM see 25-40% RTO without confirmation
- Soft confirmation (SMS only) reduces RTO by ~10%
- Hard-gated voice confirmation reduces RTO by 30-40%
- Every unconfirmed shipment costs $8-15 in wasted logistics
Result: Our clients see RTO rates under 15% vs. industry average of 25-30%.
The 18-Call Retry Protocol
Why 18 calls? Because LATAM buyers are busy.
Our protocol is designed for the reality of COD buyers in Latin America: irregular work hours, multiple phone numbers, prepaid SIM cards that run out of credit, and buyers who need multiple touchpoints before committing.
Protocol Breakdown
6 calls
Day 1: Initial Contact
Morning, afternoon, evening attempts. Different intervals to catch availability windows.
6 calls
Day 2: Follow-Up
Shifted timing from Day 1. WhatsApp message sent if no answer.
6 calls
Day 3: Final Push
Last attempt cycle. Order marked unresponsive only after all 18 attempts fail.
Every call is logged with timestamp, duration, and outcome. You see it all in your dashboard.
Why Multi-Carrier Matters
Single-carrier dependency is a COD killer. When one carrier has issues, your entire operation stops. We integrate with 12+ carriers across LATAM and route orders based on performance data.
Orders routed to the carrier with best performance for that specific zone.
If primary carrier has issues, orders automatically route to backup.
Multi-carrier volume gives us leverage for better rates passed to you.
No zone left behind. Every address has a carrier option.
Standardized Operations Across LATAM
Every country in LATAM has different buyer behavior, carrier ecosystems, and payment cultures. We have built standardized SOPs that account for regional differences while maintaining consistent quality.
Mexico
Highest COD volume. 3-call minimum before shipping. CDMX same-day options.
Guatemala
Cash-dominant market. Address validation critical. Zone-based carrier routing.
Honduras
Emerging COD market. Extended call windows due to work patterns.
El Salvador
Compact geography. Fast delivery possible. High confirmation rates.
Finance Operations Built for COD
COD is not just logistics — it is finance. Cash collection, reconciliation, and remittance require specialized operations that most 3PLs do not have.
Every order tracked from confirmation to cash collection to remittance.
Cash collected and remitted weekly. No 30-day holds.
See collected vs. pending vs. remitted at any moment.
Dedicated team for carrier disputes, missing COD, and reconciliation issues.
How Fufills Compares
| Feature | Fufills | Typical 3PL | No Call Center |
|---|---|---|---|
| Confirmation Rate | 90% | 60-70% | 0% |
| Call Attempts | 18 calls | 3-6 calls | None |
| Confirmation Type | Hard-gated | Soft (SMS) | None |
| RTO Rate | <15% | 20-25% | 30-40% |
| Cost per Failed Order | $0 (filtered) | $8-15 | $8-15 |
How We Align Your Brand + Offer + Buyer
Step 01
Understand your brand
Our agents learn your tone, values, and positioning so every call feels native to your brand.
- Consistent tone of voice
- Clear USP and brand story
- Customer-first communication
Step 02
Understand your offer
We master product benefits and expected objections to confirm faster and convert better.
- Clarity on features and benefits
- Objection-handling playbook
- Upsell / cross-sell opportunities
Step 03
Understand your buyer
We adapt to buyer persona and local culture to maximize confirmations and reduce cancellations.
- Language and tone matching
- Personalized conversation flow
- Regional cultural relevance
What Happens After We Call
If there is no answer
- We execute the full 18-call protocol across 3 days
- Every attempt logged with time, duration, and status
- WhatsApp follow-up sent after Day 1 attempts
- Order marked Unresponsive only after all 18 attempts fail
If the buyer answers
- Confirm order details and delivery address
- Validate payment readiness (cash available)
- Share estimated delivery window
- Mark order as Confirmed — now it enters fulfillment
- Schedule follow-up if buyer needs time
If the buyer is not interested
- Mark order as Cancelled (pre-ship)
- Log cancellation reason for your analytics
- You save $8-15 per order in avoided shipping costs
Once the order is out for delivery
- Proactive call to buyer: "Your order is arriving today"
- Coordinate with carrier if delivery issues arise
- Real-time status updates in your dashboard
If the buyer requests follow-up
- Schedule callback at the buyer's preferred time
- Call executes automatically at scheduled time
- Continue until confirmation or explicit cancellation
Post-delivery call
- Confirm successful delivery and satisfaction
- Collect feedback and experience insights
- Flag issues for immediate resolution
Why Fufills for Call Center?
Most call centers are cost centers. Ours is a profit protection system. With 90% confirmation rates, 18-call protocols, and hard-gated fulfillment, we filter out the orders that would cost you money — before they ship.
Hard-gated confirmation
No order ships until voice-confirmed. This single rule reduces RTO by 30-40%.
18-call retry protocol
6 calls/day for 3 days. We do not give up until we reach your buyer.
Multi-carrier execution
12+ carrier integrations. Smart routing based on zone performance data.
Regional SOP standardization
Country-specific playbooks for Mexico, Guatemala, Honduras, El Salvador.
COD-native finance ops
Daily reconciliation, 7-day remittance, real-time cash visibility.
Native Spanish agents
LATAM-native speakers who understand regional dialects and buyer psychology.
Full call transparency
Every call logged with recording, notes, and outcome in your dashboard.
Scalable operations
From 50 to 5,000 orders/day — our systems and staffing scale with you.
Who this service is for
- COD merchants who understand that confirmation rate = profit margin
- Operators scaling in LATAM who need consistent SOPs across countries
- Brands selling products over $30 where RTO cost is significant
- Teams that want data-driven visibility into their confirmation funnel
Not recommended for
- Merchants who want to ship unconfirmed orders (we will not do it)
- Operators who see call centers as a cost to minimize rather than profit to protect
- Low-ticket products where confirmation cost exceeds RTO savings
Frequently Asked Questions
What is hard-gated confirmation and why does it matter?
Hard-gated confirmation means no order enters our fulfillment system until it has been voice-confirmed by our call center. This is different from soft confirmation (SMS/WhatsApp only). Hard-gating reduces RTO by 30-40% because unconfirmed orders never ship.
Why do you make 18 call attempts per order?
LATAM buyers have irregular schedules, multiple phone numbers, and prepaid SIMs that run out of credit. Our 18-call protocol (6 calls/day for 3 days) with varied timing ensures we reach buyers who want their orders but are simply hard to contact. This recovers 15-20% of orders that would otherwise be marked unresponsive.
What is your average confirmation rate?
We achieve 90% confirmation rates across our client base. This means 90% of orders that enter our system are voice-confirmed and proceed to fulfillment. The remaining 10% are filtered out before shipping, saving you $8-15 per order in avoided RTO costs.
How does multi-carrier execution work?
We integrate with 12+ carriers across LATAM. When an order is confirmed, our system routes it to the carrier with the best performance data for that specific delivery zone. If the primary carrier has issues, orders automatically failover to backup carriers.
What does COD-native finance ops mean?
COD requires specialized finance operations: tracking cash collection, reconciling with carriers, and remitting to merchants. We provide daily reconciliation, 7-day remittance cycles (not 30-day holds), and real-time visibility into collected vs. pending cash.
Do you have regional SOPs for different countries?
Yes. We operate standardized SOPs for Mexico, Guatemala, Honduras, and El Salvador. Each SOP accounts for local buyer behavior, carrier ecosystems, and payment culture while maintaining consistent quality standards.
How does call confirmation reduce RTO in COD?
Call confirmation validates three things before shipping: buyer intent (they actually want it), address accuracy (we can deliver it), and payment readiness (they have cash). Without this validation, 25-40% of COD shipments in LATAM fail. With it, we achieve under 15% RTO.
Can I listen to call recordings?
Yes. Every call is recorded and accessible in your dashboard. You can review agent performance, buyer objections, and confirmation quality at any time.
What happens to orders that fail the 18-call protocol?
Orders that do not confirm after 18 attempts are marked as Unresponsive and do not ship. You are notified immediately. This saves you the shipping cost and RTO processing cost of sending to someone who was never reachable.
How fast can you scale call center capacity?
We can scale from 50 to 5,000+ orders per day. Our staffing model and technology infrastructure are built for volume spikes. We have handled 10x volume increases for clients during peak campaigns.