I've worked at Domino's for several summers and find there biggest problem to be having the correct number of people on shift. Typically on our busiest nights we have 1 - 2 people answering phones, the same number making pizzas, and 4 - 5 drivers who also "catch," box, and cut the pies. This system works great when we're busy, but once 7:30pm rolls around we have far too many people on the clock. I hope to get a corporate job for Domino's pending my graduation, at which time I'd suggest that they move to regional CSRs (phone answers aka customer service representatives). This would mean that one owner (who typically owns 3 - 5 stores) could have a certain number of people working for all his stores at the same time and could clock them out as necessary.
Since Domino's functions mostly online already this would require few changes and expenses. First they'd need to establish a regional call center, most likely a back office in one store. Then they'd need to route all "1-800-DOMINOS" calls to that regional number rather than the store's phone number. Lastly they'd need to stop advertising store phone numbers and instead advertise their 1-800 number.
When a CSR at a call center would receive a call they could check the system to see what store the number typically orders to, confirm this with the customer, then proceed with the order as normal. Once the order is complete it is submitted electronically to the correct store. The call center could then track on what days and times they received the highest number of calls and schedule the correct number of people to take those calls. If for some reason a customer needed to reach the store directly the CSR would be able to forward their call to that store.
