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Customer story · Restaurant brand

A call center that new agents learn fast.

Domino's Pizza needed its call centers in Mexico and Colombia to handle more calls despite high staff turnover and a complex menu. Its agents now take orders on Ordering.co call center software, with caller recognition, agent handoffs, and secure card entry.

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Domino's delivery bikes with branded delivery boxes parked outside a Domino's store
Markets
Mexico · Colombia
Business type
Pizza delivery and carryout chain
Channel
Call center

The operating context

High turnover, a complex menu, and card payments by phone.

Domino's Pizza is a pizza delivery and carryout chain. In Mexico and Colombia, it wanted its call centers to work more efficiently and give callers a better experience.

High staff turnover meant new agents had to learn the system quickly. Agents also had to handle Domino's offers and pizza customizations, and callers needed a way to pay by card without reading their details to an agent.

What Domino's Pizza needed

  • An interface new agents can use with minimal training.
  • More calls handled per agent.
  • Handoffs between agents without interrupting the order.
  • Secure card payment without human interaction.
  • Order status tracking so agents can help callers.
  • Caller phone recognition with address history for easy reorders.
  • A way to manage complex offers and pizza customizations.

How it connects

From the phone call to the store and the driver.

Agents take orders in the call center software. Ordering.co recognizes the caller, guides the agent through the menu, takes the card payment securely, and sends the order to the store.

  1. Guests order from

  2. Ordering.co runs

  3. Stores and delivery

What they built

The surfaces behind Domino's call centers.

Call center ordering

Agents pick up the caller's address, open the nearest Domino's store, and take the order from the same menu and promotions the store sells, in Mexico or in Colombia.

  • Caller phone numbers recognized, with address history for easy reorders.
  • Intelligent call routing and handoffs between agents.
  • Secure card entry without agent involvement.
Explore Ordering Call Center
Call center view of the Dominos Pizza Corregidora store, with delivery cost, promotions such as Combo Grande, and an empty cart
Call center view of the DOMINOS Pepe Sierra store, with menu categories, favorite pizzas, and an empty cart

Offers and pizza customizations

A dynamic menu keeps Domino's offers and pizza options in order, so agents can guide callers through each choice.

  • Promotions and combos in their own categories.
  • Required choices, such as picking a favorite pizza or building one.
  • Less training time for new agents.
Explore Ordering Call Center
Call center product window for 2 Pizzas Grandes Favoritas, with a required choice to build a pizza or pick a favorite

Order tracking and delivery

Agents follow every order's status to answer callers. Orders appear in one list by store, and the delivery dashboard shows orders and active drivers on a map.

  • Order status visible to agents.
  • One order list across Domino's stores.
  • Driver assignment and communication between drivers and employees.
Explore Ordering Delivery
Orders list with Domino's orders from stores in Bogotá and Cartagena and their preparation status
Delivery dashboard with orders in preparation, Domino's stores on a map of Colombia, and active delivery drivers

Results

What changed for Domino's Pizza.

  • More calls per agent

    Simpler order processing let agents handle more calls, contributing to higher sales.

  • Happier callers

    Smooth handoffs and access to order history led to better conversations and higher retention.

  • Faster orders

    The interface and menu management helped agents process orders faster and shortened calls.

  • Secure payments

    Callers could provide their card details with confidence.

  • Shorter training

    New agents became proficient quickly, which reduced disruption from staff turnover.

Running a call center for your restaurant brand?

Tell us about your agents, menu, and payment process, and we'll show you how Ordering.co call center software fits.

Talk to Ordering.coSee a live demo