# Delivery call pilot checklist

**Status: a blank planning sheet, unexecuted, and not a record of any customer result.** Tick items only after you have checked them yourself.

## Scope

- [ ] Choose which exception codes trigger a call, and which never should.
- [ ] Decide on a pilot limit, such as one hub, one courier, or one city.
- [ ] Record the second-attempt success rate before the pilot.
- [ ] Choose a comparison group of similar orders that don't get a call.

## Data going in

- [ ] Check that the order feed has the right phone number, and has no sensitive fields it doesn't need.
- [ ] Remove orders that were already delivered, returned or cancelled just before dialling.
- [ ] Limit how many times one customer can be called for one shipment.
- [ ] Remove do-not-call numbers, and scrub against the national DND registry.
- [ ] Record where customers agreed to delivery calls.

## Data coming out

- [ ] Match each field to a place in your courier or hub system.
- [ ] Confirm that a person can see landmark notes before the next attempt.
- [ ] Make repeat webhook deliveries harmless.
- [ ] Set an alert for results that don't arrive.

## People

- [ ] Name who handles flagged requests on each shift.
- [ ] Brief hub staff on what these notes look like.
- [ ] Tell support staff that the calls are happening, and what the agent can't do.
- [ ] Name who can stop the campaign, and show them how.

## Stop conditions

- [ ] Stop if the agent asks for or repeats an OTP or payment details.
- [ ] Stop if it says something was changed when it wasn't.
- [ ] Stop if calls go out outside the allowed hours or to a do-not-call number.
- [ ] Stop if results stop reaching the delivery team.

## Deciding

- [ ] Compare second-attempt success against the group with no calls.
- [ ] Count complaints and do-not-call requests.
- [ ] Compare total cost per shipment, including staff time.
- [ ] Decide whether to expand, change or stop, and write down why.