Order taking

When your lines are busy at peak hour, the caller hears a busy signal, hangs up and dials the next number in the search results — the order goes to a competitor. Evenings and weekends are worse: that is when the calls come in and your office is closed.

We become your phone order desk. This is not an answering service and not a help line: the agent answers in your company name, carries the call all the way to a complete order, and pushes it into your system as the call ends.

At the Globus contact center agents learn your catalog and pass a test before the first live call. Anyone who fails does not touch the line. Your number stays yours — we work through call forwarding.

20 seconds to answer · 9 AM to midnight, seven days a week · 100% of calls recorded · 3% abandon rate cap.

WHAT ORDER TAKING MEANS HERE

One service covers four jobs:

• Phone orders, captured in full. The agent answers in your company name, helps the caller choose, and captures the whole order: items, quantities, contact, delivery address and window, payment method.
• Peak hours and overflow. A campaign goes live, the season turns, a promo drops — call volume triples or more. We hold a reserve agent on the line so the surge does not turn into lost revenue.
• Evenings, weekends, holidays. We run until midnight, seven days a week. The 7–11 PM window is the busiest hour in delivery and retail — and precisely when your own office is closed.
• Upsell on the order. The agent offers add-on items from a list you supply. An optional service, billed on results only — no upsell, no line on the invoice.

Who this fits:

• Food delivery — evening peaks, weekends, post-campaign surges.
• E-commerce — buyers who would rather order by voice than online.
• Retail and wholesale — delivery orders and repeat buying from regulars.
• Clinics and salons — appointment booking, confirmation, rescheduling.
• Service and repair — dispatch requests with address, time and job details.
• Seasonal business — holidays and promos without hiring temporary staff.

Voice only. Messaging apps, website chat and email order intake are outside this service and are not sold.

THE PATH OF A SINGLE ORDER

Six steps from ringtone to a live record in your system — all inside one call:

• The call. The customer dials your number. The call forwards to us — the number your market already knows stays yours.
• Answered in 20 seconds. The agent greets the caller in your company name. The customer never realizes they reached an outsourced desk — and never should.
• Selection. The agent answers on products, stock, pricing, lead times and delivery zones, working from the knowledge base you signed off before launch.
• Capture. Items and quantities, name, phone, address, preferred delivery window, payment method and any customer note go into the record.
• Read-back. The agent reads the full order back to the customer and gets confirmation. This is the primary defense against errors — and it sits on the recording.
• Handoff. The order appears in your Bitrix24 or in the Globus portal as the call ends. Not at end of day, not as a batch upload — immediately.

HOW WE WORK

Five launch stages. From payment to the first captured order: 10–14 business days:

WHAT COUNTS AS A CAPTURED ORDER

You pay for orders — not for calls and not for minutes. The billing unit has to be verifiable, so here is its exact definition. An order counts as captured when both conditions are met:

• Condition A. The agent captured the order in full — items and quantities, customer name and phone, delivery address and preferred window, payment method, any note — and read the order back to the customer, who confirmed it.
• Condition B. The order was delivered into your system — the Globus portal or your Bitrix24 — as the call ended, with a link to the recording of that call.

If either condition fails, the order is not captured and is not billed. Any disputed order is settled against the recording.

What does not count as a captured order:

• a call that ended without an order;
• a product or pricing enquiry;
• a question about an order already placed;
• an order cancelled by the customer on the same call;
• a repeat call about the same order;
• no answer, hang-up, or dead air.

About calls that carry no order. They are unavoidable — people ask about price, stock, or where their delivery is. Agents handle them, and they are included at no charge up to 30% of your captured order count. Anything beyond that is billed at AMD 500 per contact. We would rather state that openly than bury it inside the order price.

WHAT YOU GET

20 seconds — target answer speed · 3% — maximum monthly abandon rate · 4 hours — dispute reviewed on the recording · 10–14 days — project launch.

• completed orders in your system in real time;
• a 20-second answer target during service hours;
• agents trained on your specific catalog;
• a reserve agent for peak hours and campaign surges;
• coverage through evenings, weekends and holidays — until midnight;
• every call recorded, linked inside the order record;
• any disputed order reviewed against the recording within 4 hours;
• portal access: orders and live statistics whenever you want them;
• a consolidated report at the close of every month;
• the script and knowledge base for your products — yours to keep.

WHAT WE GUARANTEE — AND WHAT WE DO NOT

Half the trouble in this service comes from things left unsaid. So the boundaries are on the page, before anyone signs.

We guarantee:

• a 20-second answer during service hours, 9 AM to midnight;
• no more than 3% of calls abandoned in a calendar month;
• delivery of the order into your system as the call ends;
• a full read-back to the customer on every captured order;
• 100% of calls recorded, with access for you;
• any disputed order reviewed on the recording within 4 hours;
• agents trained and tested on your catalog before the first call;
• a reserve agent on forecast peak hours;
• handling of the order volume your package covers.

We honestly do not guarantee:

• your sales volume — it follows your advertising, your pricing and your product, none of which an agent controls;
• that a customer will not cancel after placing the order or refuse the delivery;
• financial compensation for losses caused by an order error — we trace the error on the recording and re-enter the order at no charge, but we do not cover the downstream cost in cash;
• order taking after midnight — overnight coverage is a separate project only;
• work inside systems other than the Globus portal and Bitrix24 without prior access testing;
• order taking over messaging apps, chat or email — we work by voice only.

We sell the work and the captured orders — not promises that sit outside our control. What a client actually needs is not a payout after the fact, but the certainty that the cause will be found within the hour, on tape.

PRICING

One formula, no hidden lines: one-time project setup + monthly order package + upsell, if you switch it on. Nothing billed separately for telecom, for recordings, or for account administration.

One-time project setup — AMD 250,000. Charged once, before work begins. Covers discovery, writing the knowledge base and script, training and testing agents on your catalog, call forwarding setup, connecting the portal or your Bitrix24, and running test orders.

Monthly packages:

Already included in the price:

• every inbound call during service hours;
• telecom and the phone line;
• recording and storage of all calls;
• the knowledge base and script for your products;
• agent training and testing;
• connection to the Globus portal or Bitrix24;
• portal access and monthly reporting;
• a reserve agent for peak hours.

No separate line items for monthly setup, telecom, recordings, account administration, or the number itself.

Add-ons and overages:

• Package term — one calendar month from the project start date. Unused orders do not roll over.
• Launch — 10–14 business days from setup payment and receipt of your product materials.
• Payment — bank transfer to the MaxMedia LLC account. Setup before work begins; the package before the month it covers.
• Reporting — live portal access plus a month-end summary: orders captured, calls without an order, answer speed, abandon rate, upsell value.
• All amounts in Armenian drams, taxes included. There is no pilot, no trial period and no free tier. Minimum entry is AMD 250,000 setup plus the START package.

COVERAGE AND SERVICE HOURS

These hours were not picked because the number looks good. They are the hours we hold every single day without slipping.

Why not 24/7. Round-the-clock order taking only holds up with a dedicated overnight team behind it. Promising 24/7 and then missing a 3 AM call does more damage than stating real hours up front. Once your volume justifies the night shift, we will price it and open it.

FREQUENTLY ASKED QUESTIONS

What counts as a captured order?
The order is captured in full, read back to the customer, and delivered into your system with the call recording attached. Both conditions are required. A call that produced no order does not count.

Where does the order land?
In the Globus portal or your Bitrix24, as the call ends. Other systems are connected as a separate project after we test access. We will not promise an integration we have not verified.

Do you operate 24/7?
No. Service hours are 9:00 AM to midnight Yerevan time, seven days a week. Overnight coverage is available as a separate project with a dedicated night shift.

What happens at peak hour?
We hold a reserve agent on forecast peaks. Tell us ahead of a campaign, a season or a promo and we reinforce the line. Without notice the reserve still works, but with less preparation.

Who is responsible if an agent makes a mistake?
We trace the error on the recording within 4 hours and re-enter the order at no charge. We do not pay cash compensation for downstream losses, and we say so before the contract rather than in fine print afterward.

Do you take card payments?
No. We neither request nor store card data. The agent records the chosen payment method; the payment itself is processed on your side. That protects your customer and it protects you.

Will agents actually know my products?
Yes. Before the first call, agents study your knowledge base and pass a test on catalog, pricing and delivery terms. Anyone who fails does not go on the line.

What if the caller is not placing an order?
The agent still helps — it is your customer on the line. Those contacts are included free up to 30% of your captured order count; beyond that, AMD 500 each.

Do you upsell?
Yes, if you enable the option and supply a list of add-on items. The fee is 10% of the upsell value, billed on results only.

How long does launch take?
10–14 business days from setup payment: discovery, knowledge base, script, training, integration and test orders. International projects start from 20 business days.

Whose phone number is used?
Yours. We configure forwarding, so customers keep dialing exactly what they have always dialed. A dedicated number is available on request.

What if we exceed the package?
We take every order. Volume above the package is billed at your package rate and invoiced at month end. We do not close the line — losing your orders makes no sense for anyone.

And if we come in under the package?
The package reserves the line and the agents for your month, so it is neither pro-rated nor rolled over. If volume stays consistently lower, we move you to a smaller package.

What languages do you take orders in?
Armenian and Russian. English and other languages are handled as a separate project with separate pricing.

Are calls recorded?
Every one of them. The link sits inside the order record, so you can listen whenever you want without asking us for it.

How do I see what is happening?
Portal access: orders, contacts, answer speed and abandon rate in real time, plus a consolidated report at the close of each month.

What do you need from me to start?
Product and pricing materials, delivery zones and lead times, payment and discount rules, Bitrix24 access if you have it — and your sign-off on the script. We handle the rest.

HOW TO START

• Discovery call. We go through your products, call volume, peak hours and where the order has to land. You get exact figures for your volume straight after.
• Contract and setup payment. We sign, and you pay the setup fee and your chosen package by bank transfer to the MaxMedia LLC account.
• Preparation — 10 to 14 business days. Knowledge base, script, agent training, integration, call forwarding, and test orders run jointly with your team.
• Go live. The line opens. Week one runs under heightened supervision, with every order reconciled and the script tuned against real calls.

Ready to price your project. Tell us your product, your average daily call volume and the hours when it climbs — and we will tell you which package you need and how many agents go on the line. Phone +374 93 557 144. MaxMedia LLC · Globus Contact Center, 38 Marshal Babajanyan St., Yerevan, Armenia.

Terms are valid as of the date of this proposal; exact figures follow the discovery call on your product.