Voice Services

Confirm the Order Before the Courier Picks It Up

Automated confirmation calls, IVR menus, robocall campaigns and cloud PBX built for cash-on-delivery stores. Every unconfirmed COD order you dispatch is a two-way freight bill waiting to happen. A thirty-second call decides whether that parcel ships.

Cut your RTO rate

What This Covers

Cash on delivery still carries most Pakistani ecommerce, and it carries most of the losses too. Fake orders, changed minds, wrong addresses and unreachable buyers all arrive as return-to-origin parcels. Voice services close that gap: an automated call fires minutes after checkout, the buyer presses 1 to confirm or 2 to cancel, and the answer writes straight back to the order in Shopify before anyone prints a label.

What You Get

Automated Order Confirmation Calls

Triggered on order creation, in Urdu or English, with keypress capture. Confirmed, cancelled and no-answer results tag the order and drive your dispatch rules automatically.

Retry and Escalation Logic

Configurable retry windows for unanswered calls, then automatic fallback to SMS or WhatsApp, then a queued task for a human agent only when automation has failed.

Inbound IVR Menus

Order status, delivery date, returns and complaints handled by menu, with order lookup by phone number so callers reach an answer without repeating details.

Cloud PBX and Call Centre

Extensions, queues, call recording, working-hours routing and agent reporting hosted in the cloud, so a support team can run from any location without a hardware exchange.

Outbound Robocall Campaigns

Bulk voice broadcasts for launches, sale reminders, payment follow-ups and delivery notices, with per-campaign delivery reports and do-not-call list handling.

Shopify Order Write-Back

Call outcomes appear as order tags, timeline notes and metafields, so your dispatch view, courier export and analytics all read from the same confirmation status.

The RTO Economics, Worked Through

The case for confirmation calls is arithmetic, not marketing. Take a store shipping 1,000 cash-on-delivery orders a month at an average value of PKR 3,500.

A parcel that returns to origin still costs you forward freight, return freight, packing material and the staff time to receive, inspect and restock it. In Pakistan that is commonly PKR 250 to PKR 400 per failed parcel depending on courier, weight and route.
At a 30 percent return-to-origin rate that is 300 failed parcels a month, roughly PKR 75,000 to PKR 120,000 in pure loss, before counting the working capital tied up in stock that spent nine days on a courier van.
An automated confirmation call costs a few rupees per connected call. Calling all 1,000 orders costs a fraction of a single day of RTO loss.
Every order cancelled on the call instead of at the doorstep is a parcel you never ship. A pre-dispatch cancellation turns a two-way freight cost into a zero-cost cancelled order.
Confirmed orders also arrive better. The call catches wrong numbers and incomplete addresses while the order is still editable, which lifts first-attempt delivery.

How We Work

1

Step 1 — Baseline Your NumbersWe pull your current RTO rate, cancellation reasons, courier costs and average order value. Without a baseline you cannot prove the programme paid for itself.
2

Step 2 — Script and Flow DesignWe write the Urdu and English scripts, set keypress options, define retry timing and agree exactly which order tags trigger dispatch and which block it.
3

Step 3 — Integrate and PilotWe connect the dialler to Shopify, run a two-week pilot on a segment of orders, then compare confirmed and unconfirmed cohorts on delivery outcomes.
4

Step 4 — Scale and TuneRoll out to all COD orders, then tune call timing, retry counts and script wording monthly against connect rate and pre-dispatch cancellation rate.

Tools and Technologies

Asterisk and FreePBX for cloud PBX, call queues and recording
Kamailio and SIP trunking with licensed Pakistani voice carriers
Twilio Programmable Voice for international and GCC call flows
Recorded human audio and text-to-speech in Urdu and English
ProEcom Cloud Voice, our own hosted voice platform
ProEcom Robo IVR for WordPress and WooCommerce stores
AutoDial Confirm and AutoDial Business for Shopify
Shopify Admin GraphQL API, order webhooks and Shopify Flow triggers
SMS and WhatsApp fallback via Branded SMS Pro and WhatsFlow Notify
Grafana dashboards for connect rate, keypress outcomes and campaign delivery

Sectors That Use This Most

Fashion and apparel
Beauty and cosmetics
Mobile accessories
Home appliances
Health and supplements
Kids and toys
Furniture
Grocery and quick commerce

Common Questions

Do customers actually answer automated calls?

A meaningful share do, and the ones who do not are themselves a signal. An order that ignores three calls and an SMS is exactly the order you should hold before dispatch. Non-response is useful data, not a failure of the system.

Can the call be in Urdu?

Yes. We record Urdu, English and mixed scripts, and you can route by city or by stated language preference. Recorded human voice usually outperforms synthesised speech on confirmation calls, so we record by default.

How does this connect to Shopify?

Through the Admin API and order webhooks. A new order triggers the call and the outcome writes back as an order tag and timeline note within seconds. Your fulfilment view, courier export and Flow automations all read that tag.

What regulatory rules apply to bulk voice in Pakistan?

Outbound voice broadcasting is regulated by the PTA and depends on your carrier arrangement, consent records and do-not-call handling. We configure consent capture and suppression lists; your carrier contract governs the rest.