Manages agents order taking process and related functions of order redirection, confirmation, etc…
The following is a sample window of a typical menu. A totally and truly GUI interface that affords the agent all means of simplicity and practical functionality. Sub-menus are limitless.
This is located at the restaurant/Site. It manages all communications between the site and the Call center in addition to managing the operational requirements of the site order processing and delivery, including all on-line reporting (to call center) of order status as it moves from the processing section (Kitchen, packaging, etc…) to the customer doorstep and until the driver returns and order closed. Various actions of Order meal rejections and cancellations may be performed here and reported back to the call center instantly as it happens.
Statistics Monitor: This is an all encompassing display monitor of the overall activity of the Call center operation. It is a one screen summary of all activities and performances, in number (of Orders) and value, either for all sites and/or by individual sites and/or individual agents, in addition to some statistical comparative analyses between the sites, agents, etc… A very powerful one stop point for all information one needs to know about the call center operation nationwide.
Brief Functional Listing
The following is a brief listing of the system functional delivery as per our brochure.
- Total Control of Real time Communication between service site & call center. ( order taking is totally in real time mode)
- Unbelievably flexible promised time calculation for configuring order time to deliver. The online promised time setting may be effected based on any of the following rules:
♦ By franchise
♦ By site
♦ By site destination parameters based on day type(Holiday, weekend,…), Day of week and hour of day
♦ Constant/fixed at call center, franchise, or site level.
♦ Additional temporary variation based on emergency considerations
♦ Site over load factor online considerations of current site pending orders. That is, Based on the site pending orders, promised time may be scaled accordingly.
- Real time messaging between call center & any site.
- Graphical presentation of order status relative to promised time ( sad face for late order, Smiling Face for on-time delivery, …)
- Partial/ total order rejection by client with coded reasons that is reported back to call center.
- Suggestive selling. A way to broadcast a message to all agents regarding sales instructions, etc…
- Complete CRM set of facilities => Total customer value to business.
- Order redirection (Single or group) between sites.
- Online Enable/Disable a specific site.
- Add a message to print as footer on client invoices/ Receipts
- Menu may be defined for a specific franchise, site or group of franchises.
- Totally customer defined (GUI based) ordering Menu.
- Statistics Monitor with drill down facilities projecting the total business of the call center with the ability to focus on specific site.
- A one-stop view of your total operation performance by call center, site and agents.
- Total financial and operational reporting analysis.
- Total order management through the site manager module.
- Plus many more….