Tom Keating over at TMCnet has a source that tells him that Pizza Hut, the world's largest pizza chain, is adding VoIP to their secret sauce. When you call your local Pizza Hut, you'll instead be calling a call center somewhere. You won't have to wait for someone to take your order and the local Pizza Hut can focus on cranking and delivering pizzas. Everyone wins, right?
Not so fast. What if you order buffalo wings and the local Pizza Hut doesn't have them (e.g. because they ran out or the owner doesn't believe in serving dead animals)? How about if the delivery driver is going to take a long time to deliver due to the number of incoming orders? Or knowing whether or not they can even deliver to you in the first place?
For this system to work, and work well, the entire supply chain needs to be monitored. The call center needs to know everything-and I mean everything-the local store knows. That includes status on various supplies, the location of the driver, what their workload is, and so on. Whether that is part of this VoIP rollout remains to be seen.
What do you think? Will VoIP help Pizza Hut's bottom line? Will it help or hinder customer service? Please place your thoughts in the comments.
{ 6 } Comments
Good database information can aid them in those decisions. Today, call centers and data/information go hand-in-hand.
Sounds like a “recipe” for disaster to me. Oh well, they’ll figure it out eventually.
Information is one thing, having it up-to-date and in a form the call center personnel can make use of is a completely different thing.
The introduction of disruptive technology causes, well, disruption. Pizza Hut might hit a few snags early, but its VoIP call center implementation will ultimately improve efficiency & even allow for home-based agents.
Nwe technology always creates new problems, but they eventually get solved. The question is: how much market share will they lose in the process?
I work for the call center. We have all the information shown on our Computer Screens. If a store is out of toppings, crust types, appetizers, sodas, wings, ect. And we have the correct Delivery Times and Carry-Out times shown to us, as well. We don’t take every call. We take calls for when the stores are too busy to answer the phone. We keep updated and we update the customers as well.
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