Discover how Riseup Labs helped a leading North American pizza chain modernize its customer support operation, reduce handling time, and improve call resolution while supporting rapid order growth.
A leading North American pizza chain with 55+ locations and 200,000+ monthly orders needed a more stable and scalable customer support operation.
Before working with Riseup Labs, the company faced long customer wait times, high agent attrition, above-target handling times, and first call resolution rates below performance goals. Outdated POS workflows also affected order accuracy and processing speed.
Riseup Labs helped transform the support operation through a dedicated offshore team, stronger infrastructure, agent training, process optimization, and 24/7 customer service coverage.
Over the partnership, the team scaled from 7 to 50 dedicated customer support agents, reduced Average Handling Time to 90–110 seconds, and improved First Call Resolution to 95–97%.
The client’s order volume was increasing, but its customer support operation was struggling to keep up. Customers experienced wait times exceeding 10 minutes, which created frustration and affected service quality.
The company needed a support model that could handle high order volume without slowing down the customer experience.
The previous support operation faced monthly employee attrition of 12–15%. This created constant recruitment and training pressure, while also making it difficult to maintain consistent service quality.
New agents needed time to learn order workflows, customer handling standards, and POS processes. As a result, performance varied across shifts.
Average Handling Time was above target levels, often exceeding 150 seconds. First Call Resolution was also below the desired benchmark, ranging around 80–85%.
For a high-volume restaurant chain, these gaps affected both speed and customer satisfaction.
The client also faced challenges connected to outdated POS workflows. This affected order accuracy, processing speed, and the ability of agents to resolve customer issues quickly.
The support operation needed better training, better process control, and more reliable infrastructure.
We needed a faster, more reliable customer support operation that could handle growing order volume, reduce long wait times, and improve first call resolution without compromising service quality.
Riseup Labs designed a customer support operation focused on speed, stability, and scalability.
The engagement began with a small skilled team and later expanded into a larger 24/7 operation. The goal was to improve day-to-day customer support while building a team capable of handling long-term order growth.
Riseup Labs started with 7 skilled customer service representatives and a dedicated team leader. The team was trained to handle order-related inquiries, customer questions, issue resolution, and POS-supported workflows.
As performance improved and demand increased, the team scaled to 50 dedicated support agents.
Result: The client gained a reliable offshore support team that could grow with order volume.
To reduce downtime and stabilize operations, Riseup Labs strengthened the support setup with backup electricity and multiple dedicated internet providers.
This helped protect the support operation from disruptions caused by power or connectivity issues.
Result: The client received a more dependable contact center operation for high-volume customer support.
Riseup Labs delivered skill-gap analysis, certification training, and soft-skills development for the support team.
The training focused on customer handling, order accuracy, faster issue resolution, and performance consistency across shifts.
Result: Agents became more confident, more consistent, and better prepared to meet the client’s service benchmarks.
Riseup Labs used continuous coaching, performance monitoring, and process improvements to reduce handling time and improve first call resolution.
The team focused on faster order processing, clearer escalation rules, better agent guidance, and more effective customer conversations.
Result: Average Handling Time dropped to 90–110 seconds, while First Call Resolution improved to 95–97%.
As the partnership expanded, Riseup Labs built a scalable support model that provided around-the-clock customer service coverage.
This allowed the client to support customers across North America and handle 200,000+ monthly orders more reliably.
Result: The client moved from a strained support model to a 24/7 operation built for scale.
By reducing AHT to 90–110 seconds, the support team helped customers place orders and resolve issues faster.
Improving FCR to 95–97% meant more customer issues were resolved during the first interaction, reducing repeat calls and improving the overall support experience.
The support model expanded from a small initial team into a 50-agent operation, giving the client the capacity to support high order volume across North America.
Training, certification, coaching, and QA helped reduce performance variation across agents and shifts.
Backup power and multiple internet providers helped keep customer support running more reliably, even during infrastructure disruptions.
This engagement helped the client move from inconsistent call center performance to a scalable customer support operation.
Riseup Labs delivered value in five practical areas:
Reduced handling time helped the client serve more customers faster.
Higher FCR improved customer satisfaction and reduced repeat contacts.
The team grew from 7 to 50 agents as support demand increased.
Backup infrastructure helped protect operations from service interruptions.
Training, QA, and continuous coaching created a more consistent support experience.
Riseup Labs helped a leading pizza chain modernize its customer support and order processing operation through dedicated staffing, stronger infrastructure, training, QA, and scalable 24/7 support.
The result was a faster, more reliable, and more efficient customer support model capable of supporting 200,000+ monthly orders across North America.
By reducing AHT to 90–110 seconds and improving FCR to 95–97%, Riseup Labs helped the client improve customer experience while building a support operation ready for long-term growth.
Riseup Labs provides scalable BPO and customer support solutions for businesses that need faster response times, better service quality, 24/7 coverage, and long-term operational support.
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