NDA CRMCall center software for online stores
Generic call center software knows nothing about parcels. NDA CRM’s call center is the order list with a phone attached: every call, message and outcome lands on the order it belongs to.
Outbound: confirmation and recovery
New orders, refusals, locker expiries and failed deliveries feed one prioritised queue. Agents work top to bottom; outcomes update the store and the courier workflow.
Inbound: support that already knows
Caller ID opens the customer file before the agent says hello: orders, parcels in transit with the courier’s last event, past cases. Most “where is my order” calls end in 20 seconds.
Staffing it
A team of two confirms 150–250 COD orders a day. Agent stats show confirmation rate, cancellations and orders taken per person, per day, so you know when to add a third.
Departments and roles
Call center, warehouse, couriers, finance, admin — each user sees only their department’s screens and data.
Frequently asked questions
Can agents work from home?
Yes. A browser and a headset; calls run over WebRTC through the built-in phone system.
Do you provide phone numbers?
You bring a SIP trunk from any provider; NDA CRM runs the PBX, queues and recording.