Articles on: Call Centre

Call Centre User Guide

Before you start


It is important that the Call Centre agent MUST log in and stay logged in otherwise the site will operate as a normal customer-facing site for online ordering.We only support Google Chrome and please make SURE you are in Incognito mode, and only a single tab.


Login


  • Open your online ordering site with the suffix added /callcentre > www.mysite.com/callcentre
We suggest you bookmark this page
  • Login popup will open
  • Login with the credentials of the Call Centre Agent > A new Customer icon will appear in bottom right hand corner that allows you to search the customer database.
  • When a customer calls now >  Proceed as follows:
  • Place  
  • Delivery > Enter a valid full postcode > 
  • Collection order > Select the store > 
  • Add items to cart > Checkout > Customer search screen will open.



Existing Customer


  1.  Ask the customer either, in order of priority, their: 
  • Phone number | Enter phone number without spaces
  • Full Postcode | Enter full postcode with a space
  • First or Last Name | Enter either of these not both
  1.  Search for an existing customer > 
  • If no results are found > For a New Customer scroll below.
This search allows searching the customer database of the Company .i.e All stores within that company.It will search all registered customers since the creation of the store accounts.
  1. Confirm the details shown with the customer to ensure the correct customer is chosen 
  2. Click on 
  • Name or Phone number in the Customer column > To select the customer > 
  • The Number in the Last Ordered Column > To view previous orders >
  1. Checkout


New Customer


If the customer has not ordered before > at Customer Search Screen > select New customer > Register new customer details


  1. Ask the customer their Name and Phone number > 
Note, that only First Name is a required filed here, but entering the address and phone number is recommended to avoid entering the details later
    1. Address Lookup > | Ensure a valid postcode is entered with a space
      1. Select the address from the dropdown to populate the address fields
      2. Remember to confirm the House number and enter it into the Street Address field.
  2. Register > To add this customer to the order and the database 
  3. Checkout



Checkout


 The details of the Customer, e.g. address will be pre-populated in the Checkout page, as well as the header in the Menu page.


  • Confirm all details again and update any incorrect details like Mobile no. if required > Select Update Customer
  • Optional 
    • Should the customer not want to receive SMS / Email offers > Uncheck Send me SMS offers / Send me Email offers
    • Time > Amend the Collection / Delivery Time
    • Delivery > Confirm address > If any details are changed check Update my address to store this address.
    • Coupons > Enter a coupon code > Apply
    • Discount / Charges > Enter the value  > Apply
    • Notes > Enter any note (will be sent to the Kitchen)
    • Order Source > If placing an order for any particular order source select it here | Ignore, if not, and Phone will be applied automatically
  • Select payment method Card or Cash
  • Place Order > Order will now be placed 
Select Back to Home or the power icon in the header to clear the customer and close the session i.e start again with a new order and customer

Updated on: 04/08/2023

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