Outsourcing Retail Operations to India

Real-Time Customer Support for a Top 3 Food Delivery Platform in India

In 2018, LeadsBPO served as a key operations partner to one of India's top three food delivery platforms during food-tech's most competitive growth phase. Our team managed end-to-end customer support — keeping customers informed, orders moving, and satisfaction consistently high at extraordinary scale.

The Operation At A Glance

  • Agents on Shift: 60
  • Chats per Agent/Day: 240
  • Daily Interactions: 14,400
  • Monthly Interactions: 4.3L+
  • CSAT Score: 90%

How the Numbers Stack Up

3 concurrent chats × 20 chats/hour per slot × 4-hour shift × 60 agents = 14,400 interactions per day

3 min average handle time · 3 concurrent chats · 240 chats per agent per day · 60 agents

Query Types Handled

  • WISMO — Where Is My Order? (real-time tracking updates)
  • Order cancellations with restaurant and rider coordination
  • Reordering assistance for repeat purchase flows
  • Item unavailability alerts with alternatives during rush hours
  • Rush hour queue management with proactive updates

How We Operated

  • Multi-Stakeholder Coordination: Real-time coordination with restaurants, riders, and backend systems before responding to customers.
  • High-Velocity Concurrency: Each agent handled 3 chats simultaneously, achieving 240 interactions per shift.
  • Rush Hour Protocols: Proactive updates reduced inbound queries and prevented queue overflow.
  • Live System Access: Real-time tracking, accurate ETAs, and instant escalations without delays.

Outcomes Delivered

  • 14,400 daily interactions handled consistently with 3-minute resolution time
  • 90% CSAT maintained, ensuring high customer satisfaction
  • Zero communication gaps during peak hours through proactive updates
  • First-contact resolution for WISMO and cancellation queries
  • Seamless coordination across customer, restaurant, rider, and backend in a single interaction
Our Services