Call Center Agents: A busy but productive day
When your customers dial the number to place their favorite pizza order, have you ever wondered what happens behind the scenes? The voice on the other end of the line belongs to a dedicated, skilled, and superbly trained Kanekt 365 call center agent. These unsung heroes ensure your customers get the perfect pizza delivered to their doorstep. Our process is based on years of experience that enable our agents to provide your customers with a superb experience.
Kanekt 365 agents start their day preparing to provide excellent customer service and continue the day focused on your brand and customer service. Below we’ll take you on a daily journey into the world of pizza call center agents, uncovering the challenges they face, the skills they employ, and the satisfaction they derive from serving your customers.
QSR Call Center Agents: Pre-Shift Preparation
PreShift Huddle:
The day begins with a morning training briefing. During this training, agents are reminded about best practices in customer service. They gather with their team to discuss the daily specials, new menu items, and any updates in the ordering system. Additionally, agents listen to at least two real calls with customers. In the first recording, they listen to a call that didn’t go according to plan. Together as a team, they discuss how that could have been rectified to provide a better experience for the caller.
They then listen to a call that provided excellent service and discuss what made the call beneficial for the customer. With knowledge and enthusiasm, they leave the pre-shift huddle and set up their desk so they are ready to assist callers.
Call Center Agents’ Daily Routines include Mastering the Menu:
Because restaurants’ menus change, our Kanekt 365 agents take time to look through any specials or sales that might be occurring. This is also a time when Kanekt 365 call center agents learn about clients’ overstocked menu items. Our call center agents use this specific menu knowledge to upsell items or encourage the sale of overstocked items to prevent food waste.
A Kanekt 365 agent cannot take any calls until they are experts on the menu for their assigned restaurant. A pizza call center agent’s heart lies in knowing the menu inside out. From classic pepperoni to vegan options, they have memorized each option, ensuring they can guide customers to the perfect pizza choice based on their preferences and the restaurant’s needs.
How a QSR Call Center Agent Prepares for the Fast Pace
Handling High Call Volumes:
Lunch and dinner rush hours can be hectic. Kanekt 365 call center agents brace themselves to handle many calls while maintaining composure and offering exceptional service. They prioritize efficiency without compromising quality, aiming to make every customer feel valued. With the use of technology and automatic call routing, agents are not rushed when dealing with a customer. They use various techniques to control the call time while ensuring that each caller receives their desired order. Every call center agent is encouraged to handle each call patiently, efficiently, and calmly.
Call center agents follow a script to ensure each call is handled properly and nothing is forgotten during busy times. The last step in the script is the verification process where they agent repeats the order back to the caller item by item and shares to the order total. Additionally, they verify a delivery address. All these “double checks’ ensure no additional calls for inaccurate orders.
Problem-Solving Prowess:
All Kanekt 365 agents are supervised closely by a former call center agent that was promoted to supervisor. This ensures that each agent has the training and support of a supervisor that can guide them when a problem exists with a caller. Each call center agent has autonomy in their position to solve problems they have encountered before. Therefore, they are well-equipped to handle challenges that arise during the ordering process. Whether dealing with a wrong delivery address or managing a late order, their problem-solving skills come to the forefront.
A very important area that agents are evaluated on is their “First Call Resolution.” Each Kanekt 365 agent is rewarded for remaining patient and empathetic while finding swift solutions (with the first call) to ensure customer satisfaction.
Technology as a Partner:
Behind the scenes, pizza call center agents rely on advanced technology to streamline their work. From real-time order tracking to the Kanekt 365 integrations with each restaurant’s POS system, these tools help agents enhance efficiency and deliver top-notch service. Automation is key, and Kanekt 365 is proud to provide our call center agents with the tools necessary to quickly, accurately, and easily complete orders.
How Call Center Agents Increase the Average Ticket Price
The Art of Upselling:
Every call center agent at Kanekt 365 is required to follow a script that gently encourages upsell items. Upselling is an essential aspect of increasing sales in the pizza industry. A skilled call center agent can suggest tempting add-ons and complementary items without being pushy, making each caller’s pizza experience even more delightful. This, in turn, increases restaurants’ average ticket sales. Kanekt 365 agents are rewarded and promoted when their calls follow this vital practice that benefits our clients.
Managing Special Requests:
Many customers have unique tastes and dietary requirements. Kanekt 365 call center agents receive extensive training before they are permitted to answer any calls. Nutritional requirements are a concern that Kanekt 365 takes very seriously. In our six-week training of agents, they learn how to handle special requests with finesse, ensuring they convey precise instructions to the kitchen so our client restaurants receive orders they understand and can provide their customers with the exact pizza they ordered.
Call Center Agents Provide Bespoke Customer Service
Moments of Connection:
Beyond taking orders, our call center agents often create meaningful connections with regular customers. Personalization or favorite toppings fosters a sense of familiarity, making the pizza-ordering experience feel like catching up with an old friend. Every Kanekt 365 agent has calls recorded and reviewed to ensure they use customers’ names when possible and treat each caller as a VIP, not just a paying customer. These interactions are part of the agent’s evaluation. Without these skills demonstrated during their calls, promotions are not encouraged.
Handling Stress with Grace:
The world of call centers can be demanding, but Kanekt 365 call center agents are trained to handle stress gracefully. They receive support from their team and supervisors, helping them navigate even the busiest days with a smile. We are proud of the team we have built from top to bottom. Kanekt 365 agents have support through training and on the call center floor. They are never alone and are always encouraged to use best practices that ensure they have a good day at work and that their callers are treated well.
The life of a pizza call center agent is far from ordinary. Kanekt 365 has left nothing to chance. Our training and supervisory skills give every agent the tools to represent our clients exceptionally well. With expertise, patience, and dedication, our agents ensure that every pizza lover’s experience is outstanding.
If you’re still unsure that a call center is right for your restaurant, remember the unsung heroes behind the scenes, ready to make your customers’ dreams a reality with their unwavering commitment to service.
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