Sign Up Process
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 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 que.
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 perfect before heading into the busy part of the week.
General Questions
Can I use my Own Phone System?
Yes, you can continue to use your own phone system if you choose. However, we do have an extremely cost-effective solution which is fully integrated with our program and works the best with our program. Cost is typically $125-$150 per month for 10 phone lines and cellular back up for your phone lines, POS system and Credit Card Processor. If you are in contract with a Phone provider and like to explore our system, we can discuss ways to end the contract
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
Example:
· 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 manger 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.
Example:
· 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.
T-sourcing 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 T-sourcing 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?
You are able to update specials anytime you wish. Stores are able to contact the call center anytime by email or calling the designated Help Desk for your chain. Each Chain is provided their own Help Desk.
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.
Why Should We Use a Call Center?
Improved Customer Service
Our call agents have one job that is to provide outstanding customer service. Every call is taken in a quite 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, T-sourcing’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, T-sourcing is able to provide a cost-effective solution that includes recruiting, hiring, training and managing a dedicate 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, T-sourcing 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.
Increase Total Transactions
With minimum wage on the rise, T-sourcing’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, T-sourcing is able to provide a cost-effective solution that includes recruiting, hiring, training and managing a dedicate 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, T-sourcing 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.
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.…
T-sourcing 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 has also helped to decrease employee turnover
Repeat Business
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
Customer Service
How are customer complaints handled?
Anytime a customer makes a complaint it is very important to look into that order and determine what happened. T-sourcing 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
How do I reach the Call Center?
Each chain is provided their very own help Desk. You will be provided contact information for this help desk and can reach the help desk for any reason.
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 agent 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 roved 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
✔ 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 T-sourcing. 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.
Only 50% of call agents make it through our Pizza Universit.
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. He manages the overall performance of teams reporting to him, 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 SOP’s, point out any issues that keep happening, play phone calls that QA flagged as issues and address those calls. Also play perfect calls and give praise when it is deserved.
Campaign Manager– The campaign supervisor over sees the entire chains management team and call agents. All the Team lead, floor supervisors, Quality Assurance Team and Training team reports 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 fill 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 them for a promotion.
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.
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.
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 6months. These call agent assist in the training process and often time 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.
Billing Questions
What kind of reports do we receive?
T-sourcing 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?
T-sourcing uses Bill.com to Auto draft your account every Friday.
Why should we use T-Sourcing?
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 T-sourcing 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.
T-sourcing is currently taking over 5 million orders per year, with over 500 call agents and working with over 400 stores nationwide.
In addition, T-sourcing had developed its own call center POS interface. Which is integrated with over 35 well know POS systems in the restaurant industry. By having our own POS system T-sourcing 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!