How Glovo Increased Call Volume by 82% with CloudTalk

Glovo is one of Europe’s fastest-growing on-demand delivery platforms, operating across 22 countries with a courier network that runs on tight coordination and fast outbound communication. As the team scaled, their calling operation couldn’t keep up — agents were fielding thousands of repetitive calls manually, with no way to automate courier onboarding or run structured outbound campaigns at volume. By deploying CloudTalk’s Power Dialer alongside call scripts and API integration, Glovo’s 220-agent team increased monthly call volume by 81.7% in just three months — and reduced missed calls by 23.7%.

About Glovo

Glovo is a Barcelona-based on-demand delivery app that purchases, picks up, and delivers products ordered through its mobile app. Since launching in 2014, it has expanded to more than 22 countries and 250 cities, processing over 100 million orders annually.

To keep that operation running, Glovo depends on a support and supply team that communicates constantly with couriers, partners, and customers across every market it serves.

Problem

220 Agents. Thousands of Calls. No Way to Scale.

Glovo’s calling needs were anything but simple. The team required local phone numbers in every country they operated in, the ability to run outbound campaigns with custom scripts, and a way to onboard couriers without exposing internal systems to external agents.

Without the right tooling, agents were manually dialing through lists, switching between applications, and running campaigns with no consistent structure. The volume of calls the business needed simply outpaced what a manual process could deliver.

Courier onboarding was particularly fragile. External agents had to be involved — but giving them access to Glovo’s internal systems wasn’t an option. The result was a slow, error-prone process that didn’t scale.

Evaluation

Finding a Solution That Could Match the Complexity

Glovo’s requirements were specific: local numbers across all target markets, segment-based calling campaigns with custom scripts, and an API flexible enough to connect to their existing backend systems.

They needed a solution that was easy to onboard — their agent team of 220 couldn’t afford a long ramp-up — and one that could grow with them as they expanded into new regions.

CloudTalk met every requirement. The onboarding process was fast, local numbers were available across markets, and the call campaign tooling fit exactly what Glovo’s field operations needed.

Solution

Power Dialer, Scripts, and an API That Did the Work

The standout feature for Glovo was CloudTalk’s Power Dialer. It transformed how the team ran outbound campaigns — replacing manual dialing with an automated flow that let agents move through call lists without friction.

Thanks to CloudTalk, we managed to greatly improve our team’s cost and efficiency. The script feature allows us to lead the calls in a much more systematic way, as well as all the action buttons to trigger actions directly into our backend.

Yohann Bensadoun

Global Supply Growth, Glovo

Call scripts gave agents a structured framework for every conversation — consistent, professional, and built around the specific context of each campaign segment. And CloudTalk’s API integration meant agents could trigger external actions like sending SMS and emails, and push data into Glovo’s CRM, without ever leaving the platform.

The courier onboarding problem was solved cleanly. External agents could handle basic outbound calls through CloudTalk without any access to Glovo’s internal systems — making the process practically fully automated, and safe.

Results

From 20,416 Calls to 103,577 — in One Year

The first month Glovo ran on CloudTalk, the team made 20,416 calls. Three months after onboarding the Power Dialer, that number had grown to 37,136 — an 81.7% increase in call volume. Missed calls fell by 23.7% over the same period.

A year later, Glovo’s monthly call volume reached 103,577.