NDA CRMStaffing an order confirmation team
The rule of thumb from stores shipping 100–300 COD orders a day: one agent confirms 60–90 orders in a shift, if the tool does the dialing and the notes.
The arithmetic
An order takes 60–90 seconds to confirm when the agent has history and products on screen, plus a callback for the 20% who do not answer. That is 6–8 minutes of work per 100 orders per agent-hour, so 100 orders a day need about one full-time agent; 250 need two and a half.
What kills throughput
- Dialing by hand from a spreadsheet.
- Looking up the customer in the store admin.
- Writing outcomes in a second place.
What to measure
Confirmation rate per agent, not calls made. Cancellations and edits per agent. Orders created by phone. How NDA CRM’s call center is organised.