Shifton Boosts Efficiency in Domino’s Call Center Workforce Management

About the Company

Domino’s Pizza is one of the largest global brands in pizza delivery, operating in over 90 countries worldwide, including Ukraine. The company's call center plays a crucial role in its operations, handling phone calls, online orders, and chats.

The Domino’s Pizza call center processes hundreds of orders daily, ensuring fast and high-quality customer service. The team consists of dozens of operators, who communicate with customers and support the delivery team.

Challenges Faced by the Call Center

1. Complex Shift Planning

• Operators work in rotating shifts, requiring flexible scheduling.
• The schedule needed to consider peak hours (evenings, weekends, and holidays) when order volumes significantly increase.
• Frequent shift swap requests from employees created an additional workload for managers.

2. Lack of Automated Workforce Tracking

• Managers struggled to track lateness and deviations from the schedule.
• There was no unified system to record actual working hours and avoid disputes.

3. Errors in Calculating Worked Hours

• Manual timekeeping led to errors in payroll calculations, sometimes resulting in overpayments or underpayments.
• Operators forgot to clock in or out, making it difficult to generate accurate reports.

4. Managing Breaks Effectively

• It was crucial to distribute breaks efficiently to ensure that enough operators remained available to handle orders.
• Some operators exceeded their break times, affecting response speed and service quality.

How Shifton Solved These Problems

✅ Automated Shift Scheduling

• Shifton automatically generates optimized schedules, considering operator availability, peak hours, and company policies.
• Quick shift adjustments in case of sick leave or shift swap requests.
• Managers can see the full workload distribution in real time.

✅ Workforce Tracking (Clock-in / Clock-out)

• Operators log their start and end times via Shifton, ensuring accurate payroll calculations.
• Managers receive alerts about lateness and deviations from the schedule, allowing for quick action.
• No more reporting errors – the system automatically tracks all worked hours.

✅ Detailed Hourly Reports

• Shifton automatically calculates the total hours worked for each operator.
• Easy payroll reporting – no more manual timesheet verification.
• A transparent workforce management system helps optimize labor costs.

✅ Automated Break Management

• The system distributes breaks effectively, ensuring the right number of operators are available at all times.
• Clear tracking of break start and end times – preventing delays and downtime.
• Managers can monitor and adjust break schedules in real time if needed.

Results After Implementing Shifton

📉 70% reduction in time spent on shift scheduling
📈 30% decrease in operator lateness
⏳ Managers save 8+ hours per week through automated workforce tracking
💰 Transparent reporting – no errors in payroll calculations

Conclusion

Shifton helped Domino’s Pizza automate workforce management, eliminate scheduling errors, and simplify processes for both operators and managers.

Now:
✔ Operators follow a structured schedule without confusion.
✔ Managers can easily track attendance, lateness, and breaks.
✔ The payroll team receives accurate reports without extra work.
✔ The call center team operates more efficiently, leading to faster customer service.

Shifton is more than just a scheduling tool – it is a reliable solution for effective workforce management. 🚀