FREQUENTLY ASKED QUESTIONS
SIGN UP PROCESS
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 you 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 the queue.
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 perfectly before heading into the busy part of the week.
You’ll need to complete this questionnaire for each restaurant location.
GENERAL QUESTIONS
Yes, you can continue to use your own phone system and existing phone number.
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 manager please press 5
We can set the IVR up any way you wish.
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.
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.
For more details contact Help Desk:
Phone: 830-630-8300
Email: [email protected]
Each restaurant has its own help desk. So if you need assistance or have questions, you will have a direct line of communication with one person, the same person, every time! Kanekt 365’s customer service is the best in the industry. If there ever is a problem, you will receive a solution or a timeline for a resolution within 24 hours.
For more details contact Help Desk:
Phone: 830-630-8300
Email: [email protected]
Kanekt 365 is an exclusive call center that specializes in providing customer support services for the Quick Service Industry. We offer a range of services, including order-taking, upselling, customer support, staffing support and more.
At Kanekt 365, we understand the importance of providing quality customer support services. That’s why we have a rigorous training program that ensures our agents are knowledgeable, courteous, and efficient. We also use the latest technology and best practices to ensure that our services are efficient and effective. Offering consistent and dependable one on one service from an approved call script from a quiet office setting.
At Kanekt 365, we have a proven process for handling order-taking for our clients. We use a customized order-taking software that allows our agents to efficiently process orders and upsell products. We also have protocols in place to ensure that orders are accurate and delivered on time.
Kanekt 365 specializes in providing customer support services for the Quick Service Industry. Our clients include restaurants, pizzarias, cafes, coffee shops, and other businesses that require fast and efficient customer support services.
By using Kanekt 365’s services, businesses can save time and money by outsourcing their customer support services. Our services are efficient, effective, and affordable, which allows businesses to focus on their core operations and grow their business.
Businesses can get started with Kanekt 365’s services by contacting us through our website or by phone. Our team will work with businesses to understand their specific needs and develop a customized plan that meets their requirements.
Yes, Kanekt 365’s call center is open 24/7, which allows us to provide customer support services around the clock. This ensures that businesses can provide their customers with fast and efficient support services, no matter the time of day or night.
DATA SECURITY & COMPLIANCE
At Kanekt 365, we take data security and privacy seriously. We have implemented robust security protocols to protect our clients’ data, and we adhere to strict privacy policies. We also use secure data transfer protocols to ensure that data is protected during transmission.
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.
Kanekt 365 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.
Yes Kanekt 365 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.
PCI compliance refers to the Payment Card Industry Data Security Standards (PCI DSS), which are a set of guidelines designed to ensure that businesses that handle credit card information do so in a secure and responsible manner. PCI compliance is important because it helps protect businesses and their customers from the risks of credit card fraud and other types of data breaches.
Yes, Kanekt 365 is PCI compliant. We take data security seriously, and we have implemented robust security protocols to protect our clients’ data, including credit card information. We have undergone a rigorous certification process to ensure that we meet the industry standards for handling credit card information.
To achieve PCI compliance, Kanekt 365 has implemented a range of security measures, including:
- Using secure data transfer protocols to ensure that data is protected during transmission
- Implementing strong access controls and authentication measures to ensure that only authorized personnel have access to sensitive data
- Regularly monitoring and testing our systems to identify and address potential vulnerabilities
- Conducting annual PCI compliance assessments to ensure that we are meeting the industry standards for handling credit card information
At Kanekt 365, we provide our agents with extensive training on data security best practices, including how to handle credit card information securely. We also use a customized order-taking software that is designed to ensure that credit card information is processed securely and that only authorized personnel have access to this information.
Despite our best efforts to prevent data breaches, they can still occur. In the event of a data breach, Kanekt 365 has established protocols to ensure that the breach is contained, the affected parties are notified, and appropriate remedial actions are taken. We also have insurance in place to cover any potential liabilities resulting from a data breach.
As an exclusive call center for the Quick Service Industry, Kanekt 365 is committed to helping its clients achieve PCI compliance. We can provide guidance and assistance on best practices for handling credit card information, and we can work with our clients to develop customized data security plans that meet their specific needs and requirements.
PCI compliance provides a range of benefits for Kanekt 365’s clients, including:
- Enhanced data security and reduced risk of data breaches and credit card fraud
- Increased customer confidence and trust
- Compliance with legal and regulatory requirements
- Protection against potential liabilities and financial losses associated with data breaches and other security incidents
At Kanekt 365, we understand the importance of PCI compliance, and we are committed to providing our clients with secure and reliable customer support services that meet the highest industry standards.
WHY SHOULD WE USE A CALL CENTER?
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 Kanekt 365 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.
Kanekt 365 is currently taking over 5 million orders per year, with over 500 call agents and working with over 400 stores nationwide.
In addition, Kanekt 365 had developed its own call center POS interface called Kanektions. Kanektions is integrated with over 35 well know POS systems in the restaurant industry. By having our own POS system Kanekt 365 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!
Kanekt 365 is here to help you streamline your processes and grow your business. We let you focus on building a profitable restaurant while we take care of customer service and support. By allowing Kanekt 365 to handle all your calls, you can rest assured that a dedicated team of well-trained and managed professional call agents will treat your customers to world-class service. We use state-of-the-art technology, which enables hundreds of call agents to enter multiple orders simultaneously and operate quickly. Additionally, we offer second-to-none PCI compliance and security.
Your in restaurant staff are busy and can’t always answer incoming customer calls quickly. With Kanekt 365, your calls are typically answered in less than 20 seconds. However, it might take a little longer on a busy night. Call centers enable your in restaurant staff to focus on food prep not answering calls. Because call center agents are only focused on food orders our clients report an increase in sales of approximately $5 per ticket. While Kanekt 365 takes care of increasing sales with speed and accuracy, your in-store staff can provide exceptional customer service. The stress reduction of using a call center allows you to better train and retain your employees.
Our call agents have one job that is to provide outstanding customer service. Every call is taken in a quiet 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.
With minimum wage on the rise, Kanekt 365’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, Kanekt 365 is able to provide a cost-effective solution that includes recruiting, hiring, training and managing a dedicated 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, Kanekt 365 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.
After a few weeks of using Kanekt 365 we suggest you assess your staffing needs. Even one less employee for a few hours each night can be a large savings at the end of the month. If we’re answering your calls, you likely do not need as many people in the restaurant.
Kanekt 365 can increase your total transactions because our agents don’t miss any calls. They are not making pizza, they are not boxing pizzas, nor are they answering the door. They do one thing, they answer your calls and take orders. With a dedicated team answering your calls there is never a reason a call is missed.
Additionally, each agent follows a flowchart for their calls. Each call includes an offer for an upcharge item that increases your total ticket average.
When you add these two sales strategies together Kanekt 365 completes more orders as well as raises your average ticket causing your revenue to increase almost immediately.
Less than 30% of the time, employees attempt to upsell. This is typically due to employees being too busy, unsupervised, bad habits etc.…
Kanekt 365 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!
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 have also helped to decrease employee turnover.
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
Customers are our top priority, and we take every step to ensure we exceed your expectations by providing exceptional service. As soon as a customer contacts us with a concern, the Quality Assurance team at Kanekt 365 immediately looks into it and takes the necessary action. We record all customer calls for quality and training purposes. Those recorded calls are available to our clients upon request.
Anytime a customer makes a complaint it is very important to look into that order and determine what happened. Kanekt 365 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
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
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.
Contact Help Desk:
Phone: 830-630-8300
Email: [email protected]
ABOUT OUR CALL AGENTS
We have 1 call center in the Philippines and two locations in Pakistan. All of our call agents speak native English with most call agents 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 removed from your account.
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 listen to our sample order recordings below
✔ 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 Kanekt 365. 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.
We hire the best in the industry, only 50% of agents who start training with us complete Pizza University. Only the top are hired and come onboard to take calls.
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. They manage the overall performance of their teams, 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 SOPs, point out any issues that keep happening, play phone calls that QA flagged as issues and address those calls. They also play perfect calls and give praise when it is deserved.
Campaign Manager– The campaign supervisor oversees the entire brand team and agents. The whole team including Team Lead, Floor Supervisors, Quality Assurance Team and Training Team all report to the Campaign Manager.
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 filled 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 a promotion.
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.
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.
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 6 months. These call agents assist in the training process and 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
Kanekt 365’s billing cycle is weekly and runs from Monday at open until Sunday at close with the payment due the Friday after the cycle closes.
Kanekt 365 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.
Kanekt 365 uses Bill.com to Auto draft your account every Friday.
It’s effortless to change your bank account information. Just complete this form and send it in.
SAMPLE VIDEO & AUDIO RECORDINGS
We are proud of our agents’ English language skills and superb customer service. Please listen to one or more of our sample calls to hear the quality for yourself. Sample Call 1:
Sample Call 2:
Sample Call 3:
Sample Call 4:
Sample Call 5:
Help Desk
The Help Desk is here to help you and answer any questions. After you sign up you may have questions about reducing onsite staff or how to handle a menu change. We’re here to help with those matters too. Please never hesitate to contact us so we can show you the most efficient ways to use the call center and meet your customer needs.