The Sign-up Process
FOLLOW THIS INSTRUCTION
Once we have all the documentation from you in place, under normal circumstances, it does not take more than a couple of hours to activate your store on the Bistro BPO platform.
Our tech team is normally on-the-ball as soon as a request reaches us. However, there can be certain times when it may take more than a couple of hours.
We recommend activating your store on the lean days of the week; these are Mondays/Tuesdays. These days also give us enough time to see everything is working well and address any technical issues that may be there before the weekend rush hits.
GENERAL INFORMATION ABOUT SERVICES
Interactive Voice Response [IVR] is the telephony technology that allows an automated system to interact with callers and helps route calls to relevant recipients, via voice commands or touch-tone key selection. For example: when a customer calls your store number, the following options are offered to redirect the customer to his desired person to talk:
This way we redirect the customer call to right destination.
Direct Inward Dialing (DIDs) numbers are virtual numbers that allow you to route all the calls to your store to Bistro BPO call centers.
The number used by customer or agents at Bistro BPO to reach store for any information or to update with any information about a customer’s order.
These are normally the numbers which are different then the main store numbers. There are certain service providers who have same fallback number as the main store number, as well.
For stores on various telephone service providers, their standard procedure for call forwarding activation is to be followed, some take a couple of hours while others may take a few days. At Bistro BPO, we normally prefer to activate on Mon, Tues, and Wed.
LEGAL COMPLIANCES
YES
Bistro BPO is a PCI DSS compliant Call Center for all its locations.
The Payment Card Industry Data Security Standard (PCI DSS) is a set of security standards formed in 2004 by Visa, MasterCard, Discover Financial Services, JCB International and American Express. Governed by the Payment Card Industry Security Standards Council (PCI SSC) (https://www.pcisecuritystandards.org), the compliance scheme aims to secure credit and debit card transactions against data theft and fraud.
While the PCI SSC has no legal authority to compel compliance, it is a requirement for any business that processes credit or debit card transactions. PCI certification is also considered the best way to safeguard sensitive data and information, thereby helping businesses build long lasting and trusting relationships with their customers.
The number used by customer or agents at Bistro BPO to reach store for any information or to update with any information about a customer’s order.
These are normally the numbers which are different then the main store numbers. There are certain service providers who have same fallback number as the main store number, as well.
We make sure a secure environment for all credit card payments.
STORE OPERATIONS
You can always send your question on your store group Helpdesk. Or reach out directly to the supervisor/manager of the floor. We will get back with our feedback and solution within 15-20 minutes.
Once you have new or updated specials or coupons for your store; you can just send the details to the Store Helpdesk or send us an email with details. The changes will be updated in our system within 1-2 days.
In any such event where special attention is to be paid to your store, you can update the Helpdesk team through the chat platform. We will take care of it and active agents in the call center will manage it on the fly so that your customers or the staff at the store do not get bothered.
BENEFITS OF BISTRO BPO
BETTER CUSTOMER SERVICE
All our agents have been extensively trained in our restaurant partners’ menu and help customers choose the perfect order. Through our “friendly” upselling techniques that are scientifically tested, our agents can significantly increase your revenue.
We cater to the convenience of your customers, making it easier for them to feed their families during bad weather conditions or Super Bowl, connecting with cutting edge technology to the ultimate guest experience.
COST CUTTING
With the benefits of our fixed weekly costs; We have seen clients cut costs by 10 to 30 percent. The cost per hour for operations can be as low as $1.
Restaurant operators cut costs by reducing labor. You will get the benefit of having the capability to handle orders quickly without the fixed labor costs.
Our centralized hiring and training process brings in additional advantage of highly trained work force for your store. What is more, restaurants save on the additional charges such as FICA, FUTA, SUTA, Worker’s Compensation, Payroll Fees, benefits or paid time off.
INCREASED TICKET SIZE
In addition to lower labor costs, benefits accrue to the bottom line through higher restaurant throughput and increased upselling. Our agents are trained to upsell on every call, increasing restaurant throughput with every ticket. We typically see a 10-15% increase in revenues on orders through Bistro BPO.
IMPROVED PRODUCTIVITY
With no more calls to attend; our restaurant owners tell us that they witnessed a 50-60% increase in productivity of their in-store employees. Lesser stress and diversions during working hours; make the employees focus on their on-hand work and improve the quality of their work.
MORE WEEKLY SALES
Stores with Bistro BPO consistently outperformed other restaurants not on call center. Our existing clients tell us that the average weekly sales difference is around 6-8% more than other restaurants, a significant number added to the bottom lines.
Unlike others in the realm of call Center services, we come with a pedigree of having worked hands-on in restaurant stores. And with a collective industry experience of more than 100 years, the vibrant team has the best tools to deliver results. With our commitment to uncompromising quality and constant improvement, we have the capabilities to deliver unique and measurable results to our clients. Some of the advantages are listed below:
LOCATION
Our operations are in the Dominican Republic, Bangladesh and Pakistan. Countries with ready availability of talent with excellent language skills.
QUALITY OF SERVICE
The quality of time spent by our agents with the customer bring smiles on the customers’ faces. The agents are polite and helpful and makes sure that the customer has been heard properly to avoid errors.
COMPETITIVE PRICING
Our pricing model is unique and customized to the clients’ size of operations. Once Clients sign up with us, they draw sizeable benefits of saving cost of operation.
HIGHLY RESPONSIVE AND ADAPTIVE TEAM
We work with each client at an individual level and address their concerns to make our services customized to their needs.
IN-DEPTH DOMAIN KNOWLEDGE
Our experience of the business domain lends a distinct advantage to the team. We come up with innovative and effective measures to improve the customer support for our esteemed Clients.
POSITIVELY IMPACTING THE SALES TICKET
A constant endeavor to upsell, helps us in adding few dollars and cents to the order ticket. This small effort goes a long way to positively impact the bottom-lines of our clients.
OUR HUMAN RESOURCES
Everyone says it, but in our case it’s true: our team is the secret to our success. Each of our employees is amazing in their own right, but together they are what makes Bistro BPO such a fun and rewarding place to work.
The Bistro BPO team is a tight-knit, talented group with a shared vision of delivering consistently great results for our clients.
Our collective experience of many years in the area of technology, Pizza Industry, Media, Marketing; brings together talented people with a shared vision and passion for helping us to be the best we can be for our clients.
We have access to a large pool of graduates and under-graduates with aptitude to learn and attitude to serve our customers.
All agents are taken through a rigorous training on product and then are tested by our training managers for all kind of situations.
The agents needs to learn about your products, offerings, specials, unique conditions, delivery fee structure and the call taking and forwarding process on our systems.
It is because of the rigorous selection and training processes that the final set of approved agents are almost 50% of those who applied for job with us.
Once the agents successfully go through training and testing process, they are given an opportunity to take live calls from customers.
It is due to our strong training and testing methods; our error rate is less than 1%.
After all these processes, if any agent still falling short of the Bistro BPO quality benchmarks, are immediately removed from the live system.
At Bistro BPO, we strongly believe in monitoring, feedback and re-training.
A regular supervision is made on all our agents by the following teams:
TEAM LEADS
on a team of 15-20 agents, we have a team of senior agents who are designated to monitor/support other agents on the floor. They take care of other agents when they find any problem or to give them real-time feedback on improving quality of calls.
FLOOR MANAGERS
They take care of 4-5 team leads and share feedback/guidance to improve team performances.
QUALITY CONTROL AND ASSURANCE TEAM
The QC&A team is not involved in day-to-day control and guidance of Bistro BPO activities. Their main role is to rate performance of agents over a period of time, calibration of calls, giving overall feedback and identifying the black sheep for re-training or letting them go.
TRAINERS
Major responsibility of trainers is to make all new agents familiar with systems and products/campaign. They perform a very critical role of training and developing agents to perform at top levels as expected by Bistro BPO. Reminding agents on daily basis about the important touch points of attending calls and upselling; then re-training agents who need to be trained on certain aspects as identified by the QC&A team.
GENERAL MANAGERS
This position is responsible for overall operations and all the production, quality team reports to this position.