Most vendor decks look the same. The differences show up in the answers to specific questions — and in whether the vendor will put those answers in writing. Use this list as the scorecard for every shortlisted vendor, TSourcing included.
Integration
- Do your agents (and your AI) enter orders directly into our POS, or into your own portal? — 'Portal' means your staff re-key at peak.
- Which of our POS platforms do you already integrate with, and what is the integration fee and timeline for ours?
- How are menu changes, LTOs and store-level specials pushed to agents, and how quickly?
Service levels
- What speed-of-answer and abandonment targets will you commit to in the SLA, and how are they reported?
- How is peak overflow handled — additional sites, Voice AI, or a queue?
- Are all calls recorded and QA-scored, and can our operators listen to them?
AI and hand-offs
- If you use Voice AI, what happens when it cannot complete the order? Who picks up, and do they see what the AI captured?
- Can we configure human-first, AI-first or hybrid routing per store and daypart, and change it ourselves?
Security and compliance
- Are you PCI DSS compliant for call-centre card handling, and can you provide the attestation? Do you hold SOC 2 Type II and ISO/IEC 27001 — and will you share the report under NDA?
- Where are agents located, and what site redundancy exists if one goes down?
Commercials
- What is the all-in price per call or per order, including telephony, and are there set-up fees or minimums?
- What is the contract term, and can we pilot a store group before rolling out?
Answers that should worry you
| You ask | Worrying answer | What good sounds like |
|---|---|---|
| POS entry | 'Orders come to you via our portal / email / fax.' | 'Agents work directly in your POS; the order is in your queue before hang-up.' |
| AI hand-off | 'The bot transfers to the store.' | 'It hands to a live agent on our floor with the transcript.' |
| Compliance | 'We follow best practices.' | 'PCI DSS AoC, SOC 2 Type II report and ISO 27001 certificate under NDA.' |
| Pricing | 'Per seat, 12-month minimum, set-up fee.' | 'Per call, no set-up fee, no long-term contract.' |
| Reporting | 'Monthly summary.' | 'Weekly, per store, with recordings and QA scores.' |
Questions this guide answers
How does TSourcing answer these?
Direct POS entry per brand; SLA targets for speed of answer and abandonment reported weekly; Ezra Voice AI with warm hand-off to agents on the same operation; PCI DSS compliant, SOC 2 Type II audited, ISO/IEC 27001 certified under the Tribe Standard; four redundant sites; per-call pricing with no set-up fees and no long-term contract, pilot first.
Should IT or operations own the evaluation?
Both, with procurement. Operations owns the SLA and routing questions, IT owns integration and security, procurement owns commercials. Score separately, then decide together.
What is a restaurant call center — and when does outsourcing phone orders pay off?
A plain-language explainer for QSR and pizza operators: what a restaurant call center does, how orders reach your POS, what it costs, and the volume at which outsourcing beats answering in-store.
Voice AI vs human agents for pizza phone orders: what actually works in 2026
Where restaurant Voice AI is genuinely good, where it still fails, and why the brands getting results run AI and trained agents on the same order line rather than choosing one.