Case study · QSR

Faster phone orders and sales 30 points above target for a pizza chain

We take phone orders for an international pizza chain. Better product training, simple call guides and more staff at busy times turned every call into a chance to sell more.

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Top result

85%

phone sales performance, against a 55% target

International quick-service pizza chainClient name kept private
Industry:
Quick-service restaurants
What we ran:
Phone orders & sales
Team based in:
Sri Lanka

  • +30 pts

    above the sales target

  • 2:53

    fastest average call time (min:sec)

  • <2–3%

    of callers hung up before being answered

  • 100%

    of opening hours covered, with zero downtime

Overview

Restaurant phone orders and sales, explained

For quick-service restaurants, the phone line is a sales channel. Every call is a chance to take an accurate order quickly and suggest something extra the customer will enjoy.

Activ8 Asia runs the incoming order line for an international pizza chain. This case study shows how product training, simple call guides and better shift planning grew phone sales and kept calls short, even on a promotion day with about 5,500 calls.

Key takeaways

  • Activ8 Asia takes phone orders for an international pizza chain.
  • Phone sales reached 85.21% against a 55% target.
  • The best average call time was 2 minutes 53 seconds.
  • Fewer than 2–3% of callers hung up, with zero downtime.

Before and after

What changed, in numbers

Before, or the targetWith Activ8 Asia

  • Phone sales performance

    Higher is better
    Target
    55%
    Achieved
    85.21%

  • Average call time

    Shorter is better
    New agents
    5–10 min
    Best
    2:53

The full story

The problem, what we did, and what happened

Here is the problem the client faced, what we changed, and the results.

01

Phone Orders & Sales

Taking orders quickly, and suggesting the extras customers love.

The challenge

  • New agents took 5–10 minutes per call
  • Agents needed to upsell and cross-sell naturally
  • A Children's Day promotion brought about 5,500 calls, and only 20% were answered on time during the rush
  • Not enough staff at busy times in the early days

What we did

  • More training on the menu and products, with regular refreshers
  • Simple call-flow charts and tips for tempting product suggestions
  • Better shift planning, with more agents at busy times

The results

  • Calls now take around 3–4 minutes, with a best of 2 min 53 s
  • Sales performance of 85.21%, beating the 55% target by 30 points
  • Fewer than 2–3% of callers hang up; overall targets met around 90%
  • Full coverage with zero downtime
Why it matters

Because we take the orders, our service and upselling directly grow the client's phone sales.

How Activ8 Asia takes over a new operation

The same four steps sit behind every result on this page. They help a new team get up to speed fast, and keep quality steady as volumes grow.

  1. 01

    Learn your process and targets

    We agree on clear goals with you, such as call time, calls answered on time, quality and sales, before we start.

  2. 02

    Write clear guides and train the team

    We write step-by-step guides (SOPs) and run weekly and monthly training, so every agent works the same way.

  3. 03

    Go live with backup agents

    Trained backup agents are ready from day one, so absences, resignations and busy days don't stop your service.

  4. 04

    Review every week and improve

    Weekly quality reviews find what is holding results back. We fix it on a set timeline and share progress with you.

Jargon buster

What these numbers mean

Contact centres use a lot of short terms. Here is what each one on this page means, in plain words.

Average call time (AHT)
Average handling time: how long one call takes from start to finish, including any notes afterwards. Shorter calls, without cutting corners, mean customers get help faster.
Calls answered on time (SLA)
Service level: the share of calls answered within an agreed time. A 97% target means 97 out of every 100 calls must be picked up on time.
Callers who hung up (abandon rate)
The share of callers who hang up before an agent answers. The lower, the better.
Upselling and cross-selling
Suggesting a bigger option or an extra item the customer is likely to enjoy, such as a side or a drink with an order.
FAQ

Questions about this case study

Yes. By training agents on the menu and on natural upselling, our team reached 85.21% sales performance against a 55% target for an international pizza chain.

A promotion day brought about 5,500 calls. We improved shift planning and added agents at busy hours. Today fewer than 2–3% of callers hang up, with zero downtime.

Calls take around 3–4 minutes, with a best average of 2 minutes 53 seconds.

Facing a similar challenge?

Tell us your goals and we'll show you how our team would reach them. It's a free 30-minute call, with no obligation.

Book a Discovery Callor call +94 11 222 7888

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