and people wonder why....

[Racket_Man]

we have had SOOOO many problem, compliants, and general crap concerning the call center we are hooked into.

and YES we have documented IN DETAIL each and every problem, messed up order, complaint, bad coupons, discounts out of left field, over/under couponing,etc.

and despite literally stacks and stacks of documentation over the last 4 months, upper management in my franchise STILL delights in saying how good this setup is and it IS HERE TO STAY no matter what.

after one particulary bad night (half of our orders were messed in one way or another), the person overseeing/liasoning with call center, even after being told in explicit detail how fucked up the orders were, was just HAPPY/ELLATED at the information he was receiving. if that would have been me or any ORDINARY person, they would have been shocked, saddened, very very PISSED off, ready to "fire" this company

[Rapscallion]

Getting a touch of 'failing to see the suck', folks. Prefer it if you report such.

Rapscallion

[Pedersen]

Racket_Man, you got yourself set up as the filling in a suck sandwich, no matter how you look at it. The customer is kiting a check, telling you as much, and the people who are at fault for creating the situation will never receive any of the blame for it.

This just sucks all around. I'm sorry to hear it.

[Andara Bledin]

again you have to understand that the call center we are hooked into is a MULTI-COMPANY inbound center meaning that we are NOT the sole focus of their efforts nor do we have a dedicated group that just answers calls from my (national) pizza chain. they (I assume) service PH's (and many other companies) from all over the country where policies, procedures and rules vary from area to area and franchise to franchise.

Since you know you can't educate the call center, and you know that the call center has a rather high incidence of problems associated with orders placed through them, you might consider doing call backs on customers who end up going through them.

Sure, the callback might be after the pizza has gone into the oven (since you were too busy to answer the phone, which is why it went to the call center in the first place), but if you could catch these sorts of problems before they get down to the delivery guy at the customer's house, it might be worth the extra work to save a lot of headaches.

Also, I really wish PH would call when they get orders for deliveries to places they won't deliver to. My local PH won't deliver to my apartment complex because 8 years ago (or so), a driver was killed for his cash. I don't blame them. But when I place an order online at 9pm, I don't want to have to call back wondering where the hell my food is, only to be told, "Oh, hey, we deleted that order 'cause we won't deliver to your address, and you can't order for pickup, 'cause we're not taking any more orders. Bye." *click*

^-.-^