Production is going on.
A dedicated ordering hotline supported by managed staffing, training and technology
An international restaurant brand in Brunei uses a managed contact centre to give customers a central channel for pickup and delivery orders.
Client
Challenge
The client needed a dependable telephone ordering service with consistent handling for pickup and delivery requests. A contact centre directly tied to restaurant operations had to remain available day to day, with agents able to take orders accurately using the client’s ordering system.
Menus, products, promotions and operational procedures change regularly. The team needed ongoing training and coaching, workforce coverage and technology support so that the hotline could keep pace with those changes while maintaining a consistent customer experience.
Menus, products, promotions and operational procedures change regularly. The team needed ongoing training and coaching, workforce coverage and technology support so that the hotline could keep pace with those changes while maintaining a consistent customer experience.
Solution
Comquest transitioned the existing contact centre into its managed-service operation and took responsibility for the agreed staffing, operational and technology support. The dedicated team handles orders received through the hotline and enters them in the client’s designated ordering system.
1
Managed frontline staff provide a central telephone channel for pickup and delivery orders.
2
Workforce and day-to-day operational management support service coverage and continuity.
3
Quality monitoring and coaching reinforce customer-handling and order-taking standards.
4
Refresher training and operational updates prepare agents for changes in menus, products and promotions.
5
The contact-centre platform supports inbound calls, routing, queues, recording and operational monitoring.
Impact
The client has a fully managed telephone ordering operation that combines frontline delivery, workforce oversight, training, quality checks and technology support. Customers can place pickup and delivery orders through one hotline, with orders processed in the client’s own system.
Comquest has supported the service since 2018. The submission describes continued operational coverage and readiness for changing restaurant requirements, but does not provide order volumes, service-level results or a measured change in customer satisfaction.
Comquest has supported the service since 2018. The submission describes continued operational coverage and readiness for changing restaurant requirements, but does not provide order volumes, service-level results or a measured change in customer satisfaction.
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