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Case Studies : KFC Pakistan

 Business Challenge

KFC Corporation, based in Louisville, Kentucky is a popular global chicken restaurant chain, with 11,000 restaurants in more than 80 countries and territories around the world, where approximately eight million customers are served everyday.

KFC Pakistan operates 30 restaurants around the country, with 14 outlets in Karachi. In view of the increasing outlets in the city, the need was felt to link all the outlets on one network. Additionally, due to increasing consumer demand, it was felt necessary to provide home delivery services as well.

 Solution

KFC’s requirements clearly pointed to the need for a local partner who could address both these areas simultaneously, at the same time ensuring round-the-clock support.

Arwen Tech (Pvt.) Ltd., with its focused business lines of Consulting, Outsourcing and Technology, became KFC’s partner of choice after a mutual agreement was reached in 2003. Arwen Tech’s solution provides KFC with:

Call center facility and infrastructure
Order Delivery software
Comprehensive reporting solution
100% maintenance of hardware, software and network
 
  
Arwen Tech’s approach involved connecting KFC’s outlets in Karachi via a DSL connection and also linking them to the head office. Customers calling KFC have their calls directed to the call center at Arwen Tech’s premises. This facility is powered by technology from Avaya. 20 Customer Service Representatives (CSRs) are available to receive calls. CSRs take the order and coordinate electronically with the respective outlet, at the same time recording the order in the database through the call center’s Order Delivery software.

KFC’s Karachi head office receives a daily update of their CSR performance and call reports. Additionally, they can retrieve sales and financial reports as and when needed.

 KFC'S Advantage

KFC’s customers have benefited immensely from the home-delivery service since the inception of the KFC call center. Service levels of the facility are superior to levels observed at similar setups. 
  
 
Performance Indicators
 

KFC’s Service Levels

 Average Speed of Answer 
14.1 seconds
 
Average Monthly Service Level

99%

All Trunk Busy status

0

Abandoned calls
0.4%
 
  
The call center has added significant value to KFC’s operations in Karachi by linking consumers directly with the fast-food chain. CSRs start receiving home delivery orders from consumers as early as 9 am till they close at 2 am. The management acknowledges the call center’s role in KFC’s increasing sales. 
  
 “We have seen an increase in sales as more and more of our customers are utilizing the telephone delivery facility. We are happy with the service being offered by Arwen Tech. As our partners, they are handling the entire project to our utmost satisfaction.”  
 
– Amir Riaz (IT Manager)
 

In view of the success of their call center in Karachi, KFC has established a similar setup for its outlets in the rest of the country. The new facility is based in Lahore, with plans to link Faisalabad, Rawalpindi, Sialkot and Peshawar to the same setup. Initially 12 agents are manning the call center, with the option to scale up to 20.

Arwen Tech has set up KFC’s call center in Lahore. Initial management and operations of the facility are being provided by Arwen Tech for four months, with the option to extend this time period.

Today's Tip of the Day - Utilize Time & Money Saving Tools

Read today's tip or listen to it on podcast.

Published: Thursday, February 7, 2008

Printer Friendly Version Printer friendly version

2024 Buyers Guide Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.

2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)

3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.

4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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