October VCA Newsletter

As part of our commitment to constantly improve the Virtual Catering Assistant (VCA) Program, we’re happy to share our next Virtual Catering Assistant Newsletter.  

Recent Updates:  

To Our Valued Partners,  

Thank you for being part of our VCA team! Please read below for the latest updates:  

1.      World Class Call: Please take a few moments to listen to this call from earlier this month of a VCA agent providing world-class service to one of our guests! To play the audio file, click on the email attachment above titled “VCA Call Example.m4a”. The guest’s last name, phone number, email address, and verified zip code have been redacted for their privacy. 

2.   Third Month of Saturday Success: For the past three months, we have been providing Saturday VCA coverage. Our hours on Saturdays are and will continue to be 11:00am-4:00pm EST. We answered over 6,100 calls for participating restaurants in the past two months. Approximately 5,000 calls came during peak lunchtime hours, 11:00am-2:00pm. Make sure to edit your call forwarding settings if you would like to get VCA support on Saturdays for catering help with your busy LUNCH RUSH!    

3.     Our VCA family participated in Customer Service Week (10/3-10/7), Spirit Day (10/21), and Halloween this month to kick off the holiday season! Below are a couple snapshots of VCA members dressed-up for the festivities:  

4.      Invoices/Billing:  We have received questions from new operators regarding invoices and billing. Below is the breakdown on how invoices are calculated for our program and how to pay them:  

-The full cost for our VCA program is based on two factors,  

1) the hours worked by our VCA’s and 2) the total telecom minutes.  

This total is then percent allocated to each individual operator based on the total phone minutes that were spent with their guest. Your restaurant’s monthly catering call volume can be seen through the dashboard or reports from your IVR service (e.g., Grasshopper, RingCentral, etc.  Positive Note: The more operators on the VCA program, the lower the cost for everyone – since more locations are splitting the overall amount.  

-To pay these monthly invoices via credit card you may go through our online portal. To opt in, please email our billing team at billing@inktel.com for an account creation. The email used for your account’s creation must be the same email where we send the invoices. If there are any additional questions, you may also reach us at Chick-fil-ASupervisors@inktel.com and we will be happy to assist you.  

5.      VCA Onboarding Website:  We have officially launched our VCA Onboarding website, inktel.com/cfa. We are regularly onboarding new operators on a weekly basis that are immediately opting into Monday-Friday coverage AND Saturday coverage! Our website has made the onboarding process for future operators more seamless. We will have all the steps needed to start the VCA service, making a shorter and overall easier experience for all operators. Pictured below is what you’ll see when visiting inktel.com/cfa, not just for Onboarding, but also for Billing Inquiries and Meeting Requests with a member from our VCA team. Click on Questions to access the Welcome Packet for 2022! 

Housekeeping:  

Paying Monthly Invoices just got a little easier…  

• You may now pay your monthly invoices via credit card through our online portal- YAY!   
• To opt in, please email Billing@Inktel.com for account creation.  

• The email used to create your online account must match the email invoices are sent to.  
• If you need to change the designated email, please email us and we can facilitate this change.  
• Have questions regarding a recent bill?  
• Please email us at Chick-fil-ASupervisors@inktel.com, our team will be happy to assist with any additional questions regarding your monthly invoice.  

General FAQs  

What are the hours of operation?  

8:00 AM – 9:00 PM EST; Monday – Friday  

11:00AM – 4:00PM EST; Saturday  

Recent Performance Metrics 

Our VCA team has assisted with over 304,000 calls thus far this year! Over 38,000 this month!  

• Our team continues to remain focused on call quality, call accuracy, and call efficiency.  
• Even with this high call volume, calls were answered on average for less than 14 seconds in October! 
• We continue to work with our Operations and Quality Assurance team to implement more coaching and continue providing World Class Customer Service.  

We hope this update is useful for you and your team, and as always, please continue letting us know if there are other ways we can enhance the VCA to serve you better.