Frequently Asked Questions
Sign Up Process
How do I sign up?
2. At the top of the page, click on the “Sign Up Today” Button.
3. Complete the short form.
4. You will be sent our Client Service Agreement (CSA).
5. Once you review our CSA – you are able to electronically sign.
6. After signing you are put in the queue to be added.
How long does it take to onboard my store?
The Onboarding process is very simple and can be completed within a few hours from start to finish, with the majority of the heavy lifting completed by our team.
Once you sign up for our call center program, our operation team adds your stores to our call center platform. They will also reach out to you the week prior to onboarding your store to walk you through the onboarding process and provide you with DID transfer numbers.
That said, onboarding typically takes 4-7 weeks as we are only able to add up to 25 stores per week and we typically have many stores in the queue.
In addition, we only add stores on Mondays and Tuesdays as they are the two slowest days of the week and this allows us to work with new stores to ensure that everything is working perfectly before heading into the busy part of the week.
Can I use my Own Phone System?
Yes, you can continue to use your own phone system and existing phone number.
What is an IVR?
An Interactive Voice Response (IVR) is an automated telephony system that interacts with callers, gathers information and routes the call to the appropriate
· Thank you for calling ABC Pizza.
· If you are calling about a previously placed order, please press 2
· If you are calling about a new order, please press 3
· If you would like the store hours, please press 4
· And if you would like to speak with a manager please press 5
We can set the IVR up any way you wish.
What is a DID?
Directed Inward Numbers (DID’s) are virtual numbers that allow you to route calls to our call centers.
· Customer calls your store’s main phone number to place an order
· The call is transferred to the calls Center’s DID by your phone provider
· The customer is directed to our IVR
· If they are calling about an order, when they press the appropriate number, the call will be transferred to our call center
· If it is an employee, driver, vendor etc.… the call will be transferred to the store once the caller presses the appropriate action.
What is PCI Compliance?
PCI DSS (Payment Card Industry Data Security Standard) was created in 2004. PCI DSS (or PCI for short) developed industry standards for providers and merchants to make sure that cardholder data was being protected when stored and transmitted.
Kanekt 365 is a PCI Certified Call Center. Learn more about PCI compliance at this website: https://www.pcisecuritystandards.org/
All Call Agents must use their key card to enter the building and pass through security. Once in the building they must go to their lockers and lock everything up including their cell phones.
Prior to keying themselves onto the call center floor, they must go through security again. There are no pens, pencils, writing utensils of any kind. There is no paper (including on a water bottle), cell phones cameras or recording devices. Call agents are unable to access the internet or any email through our computer system.
Besides many managers, team leads and trainers walking around the room, we also have a security guard that walks the floor along with a security guard that monitors the CCTV cameras that cover the entire floor.
Our call centers are randomly audited quarterly to ensure full PCI compliance.
Do you follow CCPA Guidelines?
Yes Kanekt 365 is Compliant with CCPA.
The California Consumer Privacy Act is a statewide data privacy law that regulates how businesses all over the world are allowed to handle the personal information of California residents.
Who exactly is covered by CCPA? CCPA essentially applies to any entity doing business in California that collects, shares, or sells California consumers’ personal data, and:
- Has annual gross revenues in excess of $25 million; or
- Possesses the personal information of 50,000 or more consumers, households, or devices; or
- Earns more than half of its annual revenue from selling consumers’ personal information.
How do we change Specials or Hours of Operations?
In the event that you have excess product or running short on an expiration date, feel free to call the help desk and the call center will attempt to upsell that product on every call, until the situation is taken care of.
Who do we call if we have questions or concerns?
WHY SHOULD WE USE A CALL CENTER?
Why should we use Kanekt 365?
Synergy – when the sum of the parts equals more than the whole.
You are the expert in making great food fast. We are the experts in customer service and support.
By allowing Kanekt 365 to handle all your calls; you can rest assure that a dedicated team of well trained and managed professional call agents will treat your customers to world class service.
By taking the calls out of your stores, your employees will be empowered to accomplish much more and faster.
Kanekt 365 is currently taking over 5 million orders per year, with over 500 call agents and working with over 400 stores nationwide.
In addition, Kanekt 365 had developed its own call center POS interface called Kanektions. Kanektions is integrated with over 35 well know POS systems in the restaurant industry. By having our own POS system Kanekt 365 is able to have hundreds of call agents enter hundreds of orders at the same time and operate quickly. Once the order is submitted it is transferred directly to your stores POS system.
Do what you do best and allow us to do the rest!
Is Kanekt 365 the right choice for our store?
Kanekt 365 is here to help you streamline your processes and grow your business. We let you focus on building a profitable restaurant while we take care of customer service and support. By allowing Kanekt 365 to handle all your calls, you can rest assured that a dedicated team of well-trained and managed professional call agents will treat your customers to world-class service. We use state-of-the-art technology, which enables hundreds of call agents to enter multiple orders simultaneously and operate quickly. Additionally, we offer second-to-none PCI compliance and security.
How Do We Speed up the Call Ordering Process?
Your in restaurant staff are busy and can’t always answer incoming customer calls quickly. With Kanekt 365, your calls are typically answered in less than 20 seconds. However, it might take a little longer on a busy night. Call centers enable your in restaurant staff to focus on food prep not answering calls. Because call center agents are only focused on food orders our clients report an increase in sales of approximately $5 per ticket. While Kanekt 365 takes care of increasing sales with speed and accuracy, your in-store staff can provide exceptional customer service. The stress reduction of using a call center allows you to better train and retain your employees.
Improved Customer Service
Our call agents have one job that is to provide outstanding customer service. Every call is taken in a quiet office setting and answered by a friendly professional call agent. Each call agent has been trained for over 2 weeks before they take one call. All calls are monitored and recorded for quality and training purposes.
Reduce Labor Costs
With minimum wage on the rise, Kanekt 365’s order taking solution works out to be less than $2 an hour/per call agent that is required to handle a stores call volume.
By centralizing all calls into one location, Kanekt 365 is able to provide a cost-effective solution that includes recruiting, hiring, training and managing a dedicated group of call agents assigned specifically to your chain.
Our Clients have noticed that they have been able to reduce the total weekly labor hours depending on a stores call volume from 15-50 hours per week.
In addition, Kanekt 365 charge a flat fee. There are no set up fees, no additional charges such as FICA, FUTA, SUTA, Worker’s Compensation, Payroll Fees, benefits or paid time off.
After a few weeks of using Kanekt 365 we suggest you assess your staffing needs. Even one less employee for a few hours each night can be a large savings at the end of the month. If we’re answering your calls, you likely do not need as many people in the restaurant.
Increase Total Transactions
Kanekt 365 can increase your total transactions because our agents don’t miss any calls. They are not making pizza, they are not boxing pizzas, nor are they answering the door. They do one thing, they answer your calls and take orders. With a dedicated team answering your calls there is never a reason a call is missed.
Additionally, each agent follows a flowchart for their calls. Each call includes an offer for an upcharge item that increases your total ticket average.
When you add these two sales strategies together Kanekt 365 completes more orders as well as raises your average ticket causing your revenue to increase almost immediately.
Increase Average Ticket
Less than 30% of the time, employees attempt to upsell. This is typically due to employees being too busy, unsupervised, bad habits etc.…
Kanekt 365 call agents use a call script on every call which has a built in upsell. For that reason, our call agents attempt to upsell 100% of the time.
Depending on geographical and customer demographics our average is 22-53% upsells – increasing your average ticket!
Increase Employee Productivity
With the phone not ringing off the hook, your employees are able to focus their attention on making great food fast. In fact, our clients tell us that they have seen their average make time decrease by 40-60 seconds.
In addition, because they have more time, they have also noticed much better customer service in the store when customers pick up their orders.
Overall owners and managers have seen a big improvement in employee morale and productivity. Having less stressed and happier employees have also helped to decrease employee turnover.
While every business depends on repeat business, it is extremely important in the restaurant industry.
By providing consistent world class service over the phone and in the store as well as quicker make times, this will greatly help with repeat business.
What Can I Expect From Customer Service?
Customers are our top priority, and we take every step to ensure we exceed your expectations by providing exceptional service. As soon as a customer contacts us with a concern, the Quality Assurance team at Kanekt 365 immediately looks into it and takes the necessary action. We record all customer calls for quality and training purposes. Those recorded calls are available to our clients upon request.
How are customer complaints handled?
Anytime a customer makes a complaint it is very important to look into that order and determine what happened. Kanekt 365 urge’s its customer to call the dedicated Help Desk with any customer complaints.
Our Quality Assurance team will pull the call, review the call and email their finding along with the call recording to the owner/manager for their review.
Over 95% of calls that are pulled due to a customer complaint are actually great phone calls. We find that the customer is either looking for a discount or a free pizza. We do not mind providing these calls because in most cases the owner/manager lets us know what a great job we are doing.
That being said, we are human, and we do make mistakes. When we do make a mistake, we make sure to pull that call agent off the phone, play the recording and ask the call agent what they could have done better. If the trainer determines that the call agent requires more training. That call agent will not take any more calls until the issue is resolved.
3 Strike rule – Call agents are only allowed three strikes before they removed from a campaign.
When a call agent receives a strike, it prevents them from being promoted and obtaining a raise. For this reason, all call agents try to stick to Standard Operating Procedures and protocols so they can rise up the ranks and become an expert call agent
Do I have access to Recordings?
Yes, you are able to request any call recording. We simply need the phone number of the customer, the day of the call and an approximate time.
Owners/managers can request the recording by emailing or calling the Help Desk
ABOUT OUR CALL AGENTS
Where is the Call Center Located?
We have 1 call center in the Philippines and two locations in Pakistan. All of our call agents speak native English with most call agents born and raised in the United States before moving back home to live with their family.
Each of our call agents are college educated and have over 3 years of call center experience. Many of our call agents have experience working in Pizza Shops as well.
That being said, you have full control of call agents and can request for any call agent to be removed from your account.
How are Call Agents Trained?
We only hire the best agents to fit your campaign. Each call agent must not only possess the requirements listed below, but also pass our Pizza University.
We have a large pool of college educated applicants available. We only hire telemarketers and customer support assistants who are right for this job and have great customer service experience.
All of the applicants we screen will have the following basic skills:
✔ 4-year accredited university degree
✔ Fluent English language skills, neutral accent listen to our sample order recordings below
✔ At least 1-year call center experience
✔ At least 1-year outbound sales experience
That being said, our call agents go through 14 days of training before taking any phone calls for Kanekt 365. Before they start on day one, they are required to memorize your menu and call script.
Trainees are quizzed and tested every day and put on the spot for Role Playing at any given time.
They are required to learn our phone systems, our POS system, your menu, your call script, they spend time learning the art of upselling.
They spend two days shadowing expert call agents, to see how calls should be handled. They listen to 8 hours of calls a day and watch how calls are entered into the system.
On the final day of training, they listen to expert call agents take calls, but they enter the orders as the expert agent supervises the process.
We hire the best in the industry, only 50% of agents who start training with us complete Pizza University. Only the top are hired and come onboard to take calls.
How are Call Agents Supervised?
Our call agents are heavily managed and well supervised.
Team Leads – every 15 call agents are assigned a team lead. The team lead sits with their team and is there to help and manage those 15 call agents.
Floor Supervisors – every 5 team leads report to one Floor Supervisor. They manage the overall performance of their teams, sets their work schedules and coordinates with Training, WFM & QA to run operations.
Quality Assurance Team – The Quality Assurance Team sits and operates away from the Call Agents & Teams but listens to live calls and recorded calls to make sure all call agents are adhering to all Standard Operating Procedures and protocols, including sticking to the script, upselling on every call, etc. Processes like Calibration, Call Evaluation Accuracy and QA of QA are implemented to ensure unbiased, just & accurate QA evaluation.
Trainers – We have two sets of trainers. We have 3 trainers assigned to working with new call agents, and they we have one trainer assigned to every floor supervisor and work with experience call agents. The trainers that work on the call center floor are constantly sitting with and listening to call agents calls, providing constructive criticism and providing helpful hints. In addition, the trainers conduct a 20-minute session before every shift to go over new SOPs, point out any issues that keep happening, play phone calls that QA flagged as issues and address those calls. They also play perfect calls and give praise when it is deserved.
Campaign Manager– The campaign supervisor oversees the entire brand team and agents. The whole team including Team Lead, Floor Supervisors, Quality Assurance Team and Training Team all report to the Campaign Manager.
Call Agent Motivation
All call agents are heavily motivated to succeed. In addition to daily competitions and bonuses, call agents are also urged to move up the chain. 90% of positions are filled from within and through promotions.
Trainee– Once a call agent graduates from training they are still considered a trainee for 30 days. After 30 days, a call agent is eligible for a promotion if they have not had any strikes and two managers recommend a promotion.
Level 2 Agent– If promoted to this level, the call agent receives recognition along with a raise. After 90 days, these call agents are eligible for another promotion as long as they have not received a strike and have been recommended by 2 managers.
Level 3 Agent– If promoted to a level 3 call agent, the call agent receives recognition along with a raise. After 30 days these call agents are eligible for another promotion as long as they have not received a strike and have been recommended by 2 managers.
Expert Agent– These are the cream of the crop, the very best call agents. Most call agents do not reach this level during the first 6 months. These call agents assist in the training process and have other call agents sit in and shadow their calls. When we are looking for team leads, this is where our management team looks first.
What is the billing cycle?
Kanekt 365’s billing cycle is weekly and runs from Monday at open until Sunday at close with the payment due the Friday after the cycle closes.
What kind of reports do we receive?
Kanekt 365 provides its clients with an online portal which allow you to review all statistics based on:
· Individual stores or Groups of stores
· Days, weeks, months or years
The entire call log for each store is provided weekly. This report includes:
1. Time stamp of all calls by date and time
2. Break down on total calls by store
3. Average Wait Time
4. Average Handle Time
5. Total Handle Time
6. Break down of calls by Delivery and Carryout
7. Total Amount of Orders
8. Total Upsells
We are also able to customize reports as required.
How are payments made?
Kanekt 365 uses Bill.com to Auto draft your account every Friday.
How to change Your Bank Account Information?
It’s effortless to change your bank account information. Just complete this form and send it in.
Sample Video and Audio Recordings
Can I hear some sample calls?
Sample Call 1:
Sample Call 2:
Sample Call 3:
Sample Call 4:
Sample Call 5:
What is life like in Pakistan?
Learn about Pakistan
The Help Desk is here to help you and answer any questions. After you sign up you may have questions about reducing onsite staff or how to handle a menu change. We’re here to help with those matters too. Please never hesitate to contact us so we can show you the most efficient ways to use the call center and meet your customer needs.
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