Some general information that may help answer tickets.



MAXIMUM AMOUNT OF PIZZAS PER ORDER

In terms of the order, PING agents should not be taking orders for more than 10 pizzas. We do this since agents cannot be certain how long to give a store for that many pizzas, so to ensure proper expectations are set, and the store can handle a large number of pies, we send the customer to the store.



DELIVERY TIME QUOTES


Upon reviewing the matter, our agents can only quote the estimated delivery time that is posted on the Dominos.com OLO website. Since the agents do use the same interface as a customer for the Dominos.com website, the website generates the estimated time and it is out of the agents' control.


However, if there is a specific order you would like for us to look into, kindly provide the customer's name and phone number and we will be more than happy to look into it for you. 



STATUS UPDATE TEXT MESSAGES


The agents are also required to ask every customer if they would like to receive a text message regarding the order status. This is the ensure the customers know when to pick up their order or when the order will be delivered. As mentioned before, this is an option for customers and they are able to deny receiving the text messages.



CX IS NOT COMFY TALKING TO CALL CENTER


I do understand that customers may feel uncomfortable sharing their information with a third-party contact center, however, we do have security measures that have been implemented to ensure the privacy of our customers. Our agents do not have access to the customer's credit card information, the customers who want to pay over the phone are transferred to our secure IVR payment system. All the calls are recorded and monitored to further ensure the customers' confidentiality.