--- title: "Domino's Mexico and Colombia: call center ordering" description: "How Domino's Pizza runs its call centers in Mexico and Colombia on Ordering.co, with caller recognition, agent handoffs and secure card entry." canonical: https://www.ordering.co/customers/dominos-mexico-and-colombia/ --- ![Domino's](https://www.ordering.co/assets/customer-logos/dominos-pizza.svg) 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. [Talk to Ordering.co](https://www.ordering.co/contact/)[All customer stories](https://www.ordering.co/customers/) ![Domino's delivery bikes with branded delivery boxes parked outside a Domino's store](https://www.ordering.co/_astro/delivery-bikes.CwqM0pKD_BdSoH.webp) - 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 - [Domino's call centers](https://www.ordering.co/platform/ordering-call-center/) - [Secure card entry without an agent](https://www.ordering.co/integrations/payments/) 2. ### Ordering.co runs - [Caller recognition and address history](https://www.ordering.co/platform/ordering-call-center/) - Menus with offers and pizza customizations - Call routing and agent handoffs - [Order status tracking](https://www.ordering.co/platform/ordering-merchant/) 3. ### Stores and delivery - [Domino's stores in Mexico and Colombia](https://www.ordering.co/platform/multi-location-operations/) - [Delivery dashboard and driver assignment](https://www.ordering.co/platform/ordering-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](https://www.ordering.co/platform/ordering-call-center/) ![Call center view of the Dominos Pizza Corregidora store, with delivery cost, promotions such as Combo Grande, and an empty cart](https://www.ordering.co/_astro/call-center-mexico-store.DVcaboC1_q2Twd.webp) ![Call center view of the DOMINOS Pepe Sierra store, with menu categories, favorite pizzas, and an empty cart](https://www.ordering.co/_astro/call-center-colombia-store.CC33mfDp_Z7Pa23.webp) ### 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](https://www.ordering.co/platform/ordering-call-center/) ![Call center product window for 2 Pizzas Grandes Favoritas, with a required choice to build a pizza or pick a favorite](https://www.ordering.co/_astro/call-center-pizza-options.DrBFZzWj_Z2d6Khy.webp) ### 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](https://www.ordering.co/platform/ordering-delivery/) ![Orders list with Domino's orders from stores in Bogotá and Cartagena and their preparation status](https://www.ordering.co/_astro/orders-list.CXjLFNkM_ruqDI.webp) ![Delivery dashboard with orders in preparation, Domino's stores on a map of Colombia, and active delivery drivers](https://www.ordering.co/_astro/delivery-dashboard.B93o7YcN_ZVy3g.webp) 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. ## More customer stories Operators with a similar business, region, or setup. - Restaurant brandsColombia ### [Archie's Colombia](https://www.ordering.co/customers/archies-colombia/) A faster, redesigned ordering website with custom product options, promotions, and in-house and Rappi delivery. Products: Ordering Web · Delivery - Restaurant brandsMexico ### [Burger King Mexico](https://www.ordering.co/customers/burger-king/) Self-ordering kiosks trialed at an airport and deployed across multiple stores, plus online ordering. Products: Ordering Kiosk · Ordering Web · Loyalty & offers - Restaurant brandsMexico ### [Chili's Mexico](https://www.ordering.co/customers/chilis-mexico/) A responsive ordering website matching its US brand, with marketing and loyalty tools and built-in delivery logistics. Products: Ordering Web · Delivery · Loyalty & offers ## 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.co](https://www.ordering.co/contact/)[See a live demo](https://www.ordering.co/demo/)