Delivery call centre mode allows you to centralise delivery request-taking for fulfillment divisions. The request can be executed by the division that took the request, by another division from the same segment, or by a different division from a different segment.

In Delivery call centre mode, the operator takes delivery requests from customers. Depending on the phone number dialed by the customer to reach the call centre, a conception is selected. The conception determines which menu items will be available for selection and which venues will be able to execute the request. The operator selects a division that will execute the request and changes the automatically selected conception, if necessary.

The executing division uses Delivery via call centre mode for receiving and processing delivery requests. The call centre operator monitors the execution of the request by keeping track of changes to its delivery status.

The division can decline to execute a request taken by the call centre, for example, because of high workload or if necessary stock items are missing from its store. In this case, the guest tab will receive the Rejected by venue status. The call centre operator can then send this request to another division, edit its specification, or cancel delivery.

After the request has been sent to the division, it can happen that the customer calls back to change the request or cancel it. In this case, the call centre operator makes changes to the delivery guest tab and sends them to the division. Each change must be confirmed by the division. If the division rejects these changes, the operator can send the request to a different division, cancel the changes with the customer or cancel the delivery altogether.

Operations carried out in Delivery call centre mode:

On delivery customer profiles, you can carry out the following operations:

After the user logs in to the program and selects the operating mode, the start screen with the list of guest tabs is displayed.

Guest tabs with warnings always appear at the top of the list. These warnings will inform you about delays in delivery confirmations or dish preparation times. Guest tabs without warnings are listed chronologically.

Guest tab list filter panel

A panel with the All guest tabs button and other buttons with delivery statuses is located on the left side of the screen. The number of guest tabs with a particular status is displayed on the upper right corner of each status button. The number of guest tabs appears in red if there are guest tabs with warnings .

Pressing the All guest tabs button displays all guest tabs. When you press a delivery status button, only the guest tabs with the corresponding status will appear.

Context search in the guest tab list

When a physical keyboard is in use, a quick search by customer address or phone number can be made in the list of guest tabs. Enter a search term on the screen with the guest tab list. The search term will appear at the top of the screen above the list. The list of guest tabs will be filtered by this search term.

To clear the search box, use the Backspace key.