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How Restaurant Executives Can Make Their Company More Efficient In 2019

on April 17, 2019 1:34 AM
A Restaurant Executive benefiting from outsourcing restaurant call center talent. Fast casual, quick service, and full service restaurants are facing challenging times in 2019. Customers have become more demanding than ever before and want restaurants to cater their always changing needs. Restaurants recently have tried adapting to those needs by offering omni-channel customer experience and be able to handle orders via phone, online ordering, and in person. Restaurant executives at larger chains that have scaled to having over 200 restaurants are mainly focused on establishing more efficiencies across their organization. As a restaurant executive in 2019, you must create better strategies from within. When you have an efficiently running restaurant your profitability greatly increases. The motto for fast growing restaurants is work smarter and not harder. Executives now more than ever are focused on their employee experience and are now realizing if they take better care of their employees it will translate into a better guest experience. If your employees at your restaurant feel overwhelmed or overworked this is when your turnover skyrockets. However if you find unique ways to improve their experience, you can save a great deal of money on labor costs and decrease your turnover significantly. When restaurant executives properly organize their restaurant operations; efficiency and profitability will increase quickly. Strategy and organization are key, but keep in mind, the secret ingredient to any technique is knowledge; with this, comes change and upgrades.  Human’s crave a multitude of wants when it comes to restaurants; food, value, comfort and experience is most likely what you are looking for and so is the hungry person next to you.  Restaurant executives need to start focusing on innovating the employee and customer experience by allowing in-store employees to fully focus on dine-in customers while our TSD Global restaurant call center agents handle the phone and will guarantee to never miss one call, while up-selling ticket orders. The company has "increased our clients average order size between 8-18%.” Restaurants will be more efficient if they outsource to orders to a specialized ]restaurant call center. When you add a zero missed call rate, on top of up-selling and cutting edge sales techniques, plus a better take-out experience, you will be expanding your market to a whole new set of demographics that are willing to pay for take-out services. With better service, restaurant executives are bound to pull in regular customers; this new efficiency will optimize annual company ROI.  Streamlining departments to professionals who dedicate themselves to their specialty and to like-minded organizational missions always yield a good outcome. In most cases, the results will be seen in numbers— the amount of guests and larger food ticket orders will prove to be a profitable investment well spent.   Restaurant executives who advance with TSD Global and our new restaurant call center division will witness restaurant operational efficiency.  Often times, in-store employees at large restaurants are not trained for phone sales and customer service support.  At TSD Global, we have made it a point to enliven your customer experience by adding call center agents that up-sell and provide a welcoming and noise-free environment all while people call into your large restaurant.  An article on foodnewsfeed.com posts, “think of every action you undertake as producing data.” Tracking analytic phone data is imperative for company growth. Just think about the efficiency your company will gain once you allow your in-store staff to concentrate on matters that are inside of the store rather than the ringing phone. The Bottom Line is that Restaurant Executives Need to Delegate Job Duties to Experts to Increase Efficiency So, the question remains, why choose a restaurant call center? The answer is easy, when you leave job duties for the experts, ROI is increased. Think of it this way, our TSD Global phone agents are incentivized to up-sell restaurant call-in orders; this strategy is aimed at increasing ticket orders and ensures better customer service. Restaurant executives can expect a higher profit and regular and happy customers. The restaurant call center service practically pays for itself. 6 Top Reasons Restaurant Call Centers Benefit Executives and Customers: Noise-cancelling headphones—you will be able to hear the person on the other end with zero interruptions. No longer have trouble hearing or being heard with loud guests in the background. This means that the customer who is calling in will get full-on attention, which is necessary. Call center agents up-sell ticket orders; increase company profits.Zero calls go missed (Don't miss a single sale).Exceptional customer service and restaurant ordering support.With cutting-edge market research and implementation we are able to provide restaurant executives with an 18% increased order size, 100% satisfaction, 75% customer retention, and we can guarantee that 60% of the up-selling orders are successful.When a customer calls into your establishment, our restaurant call center agents will make it a point to convince your customers they need a dessert item or another savory pick. Give TSD Global a call or learn more about our restaurant division services by clicking here and start to create more efficiency within your company by outsourcing to the experts. 
The Functions Of Restaurant Operations That 100% Should Be Outsourced

The Functions Of Restaurant Operations That 100% Should Be Outsourced

on April 1, 2019 6:51 PM
Restaurant operations being outsourced Have you ever been ‘accidentally’ hung up on when you called into a restaurant to order food to go? When this happens to you, chance are you will order from a different restaurant. As a restaurant executive you need to figure out which processes you can streamline and outsource to increase your revenue and enhance your guest experience. What all restaurant executives need to keep in mind is that certain processes are essential to helping your business grow. Let’s face it, these departments often need to be outsourced to specialists. After all, how would you like to lose out on to go sales just because your in-store employees were to busy serving customers and forgot or ignored answering the phone orders that ring in every second? An article on foodnewsfeed.com points out that, “ fine-dining customers today are hungry for more than just food—they want an experience, and they want it at a good value.” With a restaurant call center, you'll be able to up-sell items which will add substantial profit to your bottom line. On top of that besides having increased profits, you'll also have created a better environment for every single guest and employee you hire. What tends to happen in busy or large restaurants is that employees can frustrated and overwhelmed during peak hours; they may fail to provide their customers with the best customer experience possible. We may as well come to terms with the fact that Amazon has changed the way customers shop-yes, even for food. These days, calling-in your order is that much more convenient; this trend will continue to advance years down the road.  Why should you outsource call-in orders to a restaurant call center? If you're responsible for a restaurants top line, then you don't want to miss one single call otherwise its kind of like burning money. Every time your employee's don't go for the up-sell your missing out on unrealized profits. TSD Global has been able to provide restaurants with call center teams that are effectively trained to persuade guests to order larger food tickets. If you are not partnering with a phone order specialist than you might want to rethink how you approach your off premise ordering. Catering and call-in orders are a huge part of restaurants revenue, and can be the easiest component to improve within a restaurants operations. If restaurant executives continue to neglect essential departments that should be integrated and outsourced then revenue numbers are bound to drop significantly. Keeping financial goals at an upward growth begins with outsourcing essential restaurant operations. Restaurant call center teams will provide the following services: Never miss one single call-in orderNoise-cancellation headphonesUp-selling scripts and techniques that add to the customer order and experienceDedicated supervisors and training sessions for call-in as well as catering ordersSuperior customer service and support  Once you come to a realization that essential operations need to be given their own department; your restaurant company will be able to see ROI growth that will help your organization acquire more profits, allowing you to continue to grow as a company and an individual.  As it is, there are so many tasks when it comes to owning a restaurant; from paying employees, vendors, ordering the right amount of food, to keeping the fine-dining experience exceptional. Outsource essential positions to the professionals.  Restaurant operators, need to be workable and have to realize that they need to comply with what people want. After all, customers are not getting any less hungry, in fact, with busier schedules; people need to eat more. Give your customers a professional and unforgettable experience so they keep craving more and become evangelists for your brand. Both lines of communication always deserve to be heard—the customer and the restaurant call center agent. At TSD Global, our outsourced restaurant call center agents will make sure the two-way street is always open; ensuring zero missed calls.  Our restaurant call center teams are always friendly and excited to be an extension of your brand. An article on Biz Journals reports that restaurant “National sales are expected to hit more than $709.2 billion this year, a 4 percent increase from last year’s total of 683 billion,” published in 2015.  In the year 2019, the population continues to grow, which means hungrier individuals; on top of larger revenues to be made for restaurant owners.  All restaurant owners who need help strategizing essential food operations in-and-out of your store(s), don’t hesitate to give TSD Global a call. We've helped the following chains: Firehouse Subs, Famous Daves, Fridays and many other top restaurants receive increased profits and higher ticket orders. Click here to learn more information about improving your call-in sales with upselling techniques and never miss a call again.  
How Restaurant Executives Can Make Their Restaurant More Efficient

How Restaurant Executives Can Make Their Restaurant More Efficient

on March 18, 2019 9:35 PM
restaurant efficiency, efficient staff If you own a restaurant business these days, there are plenty of reasons to look up the question, ‘how to increase my ROI?' First, let’s start with brainstorming, you may think to yourself, ‘how can I be more efficient?’ ‘How can I make more money?’ These questions are all relevant if you are a restaurant owner, especially if you happen to have chain restaurants. Here’s the number one rule for everyone—people love to be treated as a first priority, especially when they are paying customers. As a restaurant owner, you need to consciously be aware of this fact at all times.   Large restaurant companies such as Hooters, Fridays, Marco’s Pizza, Firehouse Subs, and other top chains have begun to utilize a new approach with TSD Global and have increased efficiency because of this choice. Too often many customers do not get the service they deserve for the mere fact that employees who are managing your in-store restaurant tasks may be overwhelmed with their current projects. When this event happens, your call-in or in-store customers could be ignored, which means money is missed and your customers may not be getting the quality food and service that they deserve. After all, the customer experience is what initially brands your restaurant among the world of masses. Restaurant call centers have proven to be a successful hit and results can be seen within a matter of weeks to months.  Stop Missing Out on Cash! When your in-store employees no longer have to uphold too many tasks all at once, you can train them to concentrate on in-store customer experience and best food quality. Allow your employees to concentrate on what matters inside the restaurant.  If you miss a call, you lose a sale; the logics are that simple. Top communication, upselling, zero missed calls and larger ticket orders is what every restaurant call center agent focuses on. Top 10 Reasons How to Improve Efficiency with Restaurant Call Centers Opt for an alliance—a restaurant call center. Our TSD Global call center agents never miss one single call-in/take-out order. Having to rely on your servers and in-store employees to pick up all of your phone orders has proven to be a disadvantage for many restaurant owners. In-store employees often get wrapped in the midst of the fast-paced industry while restaurant call center agents are specifically trained to concentrate on phone quality, upselling and expanding orders.For large chain stores, a restaurant call center is needed; just think about how many missed calls equals a monetary loss.With noise-canceling headphones, zero interruptions will occur. At times, servers or in-store employees may sometimes forget to provide every food order you placed; this scenario will not happen when you choose a restaurant call center as an alliance. At this point, we can work together to achieve ultimate results; after all, upselling is a major strategy that our call center agents use. Doing so, not only increases the food order size, but it also adds a higher bill to the ticket, which is what every business owner wants. The proof is there—Call centers work better than the old fashioned route of having busy in-store employees try to answer all incoming calls. “We’ve increased our client's average order size between 8-18%.”When we use the word, efficient, this means that you should choose these types of employees; TSD Global call center agents have an incentive to upsell. Of course, zero calls will go missed as our restaurant model is strictly built for best telecommunications and top-quality customer service. With the minimum wage rising all around the nation (the per hour rate will move to as much as $15.00 dollars in the state of New York), owners will soon have to fork up larger checks to all employees; once a week or twice a month. As long as you take a step back and analyze your current restaurant strategies, you should be able to evenly distribute your departments in order to operate more smoothly. A restaurant call center only adds to company ROI, especially with our trained upselling tactics.  Be sure to manage your labor department accordingly. Medium and large commercial restaurants will benefit from integrating a restaurant call center, considering people love food. Companies need to keep in mind that updating their current platform and technology systems is necessary if additional ROI is sought.Keep your restaurant employees, location, and the team completely organized by adding a restaurant call center. At TSD Global, we hold training sessions and use scripted upselling conversations that work. When you constantly train and incentivize employees to increase order sizes, the inefficiency that your company once experienced will be headed to the other side of the spectrum—efficiency. When you utilize a restaurant call center, you will gain an identity that associates your company with reputability and credibility. Customers will notice that you took extra care when it comes to handling customer experience; they will not only be pleased, chances are, they will buy more and may come back forever.  For the best restaurant efficiency tips and reasons to use a restaurant call center in 2019 read more weekly blog insight by clicking here. 
How to Improve Your Restaurants Guest Experience by Not Handling Your Phone Orders

How to Improve Your Restaurants Guest Experience by Not Handling Your Phone Orders

on February 4, 2019 6:01 PM
If you are a business owner and you have guests, which you should, considering you are a thriving and shining restaurant entrepreneur; you need to make sure that your guest experience is number one. Are you looking for secret strategies on how to surpass your restaurant competition? If this is the case, then you may want to look into the most lucrative and advanced method in the industry—a restaurant call center.  TSD Global is a world-leading company which specializes in sales and customer service for over 30-years; the company has recently opened up a restaurant division that caters to phone orders and integrates upselling techniques for all major chain restaurants. Each call center agent caters to Fortune-500 companies that consist of TGI Fridays, Firehouse Subs, Marco’s Pizza, and the list continues to grow.  Not only do restaurant call center agents answer phones to free up in-store employees time to improve the guest experience, but they improve ROI, and have proven to increase order sizes by 18%+ and counting; needless to say, each trained agent has a 60% successful upselling rate.  Over the years, restaurant customer requirements have shifted and guests prefer to: Order ahead of timeCall-in a catering orderGet their food delivered  Restaurant owners need to learn how to adapt to the changing guest requirements as labor and food costs continue to rise. At TSD Global, restaurant call center agents upsell food products and never miss an order or a call; these strategies help mitigate these costs.  Our services are meant to lower cost structure with technology and virtual off-premise order taking agents while catering to call-in orders, which include reservations.  When restaurant owners opt to integrate a restaurant call center, expect business to grow: No hold timesNo voicemails during peak timesOrders are never lost Guests will receive a distraction-free representative Free up labor inside of your restaurantThe average order is increased by using standardized upsell scripts that yield results When your in-store employees have more time to cater to the in-store guests with their full-on attention, they can focus on your main product and goal—the quality of the food.  As a restaurant owner, it is about time that you compartmentalize departments—in-store employees and restaurant call center agents should be trained for different forms of customer service. Not only does this division make restaurant responsibilities more simplified and intentional—it allows expert TSD Global phone agents to tend to guests that call-in; one-by-one. Each representative is equipped with noise-canceling headphones and sales strategies that work.  Put yourself in your customer’s shoes; have you ever been inside a restaurant and the employees weren’t paying attention to your needs? Did the food lack quality simply because the restaurant employee was too busy? Inevitably these scenarios happen without a restaurant call center—at TSD Global, your guest experience will rank higher.  Our main objective is to provide phone order upselling along with improved guest experience and satisfaction by utilizing trained restaurant call center agents who have extensive experience in the restaurant industry. Don’t forget, when restaurant employees can’t catch every single incoming call that rings, this is a lost sale. If you don’t want your guests to think you lack quality customer service when they call-in, then contact TSD Global for all of your restaurant call center needs. Stop handling your phone orders and start to depend on us to help you improve sales, help you keep up with rising labor and food costs, and enhance the guest experience; in turn, this will lead to ultimate company growth. 
The Simple Solution to Increasing Your Restaurant Takeout Sales

The Simple Solution to Increasing Your Restaurant Takeout Sales

on January 21, 2019 7:10 PM
restaurant call center agent When it comes to sales, it is simply a game of numbers. If one person says “no,” it is best to move on to the next person who may say “yes”. If you are a restaurant owner and you are wanting to increase your monthly sales then it is wise to invest in a department that can handle upselling takeout order techniques that work. A restaurant call center can increase company profits by implementing the right type of phone sales approach for your business model. When you start to count on restaurant call centers to handle your phone and upselling service orders, the takeout order will not only be pricier (good for the owner), but your customers and employees will be more than relieved; they will be happy.  Let your in-store employees commit to making sure your in-store customer’s food experience is complete perfection. At TSD Global, our restaurant call centers make sure all takeout orders are handled with 100% top-quality care.  Top 5 Reasons Why Restaurant Call Centers are More Effective at Upselling Than Busy In-Store Employees: It is hard to hear busy in-store employees who sometimes miss calls because they run around from here to there. With a restaurant call center, all agents are provided with noise-canceling headphones. When customers who call-in can hear the representative on the other end of the phone, this will result in a better experience and the customer will be satisfied and may be inclined to buy more.When it comes to beating out competitors, restaurant call centers and phone sales upselling offers innovative and cutting-edge strategies; in a world full of technology, customers and restaurant owners want this type of experience. An article on Forbes.com states, “Upselling is the lifeblood of many business models”.Most in-store employees are trained to serve and use simple customer service skills, while restaurant call center agents are trained to upsell and increase your profits. The methods used have been able to increase company ROI. According to an article on Medium.com, TSD global is successful in upselling rates, “within 30 days of working with them our upsell rate was 30% on orders taken.”Not one call will go unanswered. Think of it this way, your in-store employee is busy running around in-store and may miss calls; if you experience any missed calls, your sales revenue will be limited and upselling will be irrelevant.  In-store employees do not receive any type of incentive to upsell; usually, these employees are paid minimum wage, so why would they upsell if they don’t get credit? At TSD Global, the Fortune 500 company has found a way to award restaurant call center representatives for every upsell order they process.  Increase restaurant takeout sales with restaurant call centers that upsell. It is simple, if restaurant owners want to expand company revenue then owners need to recognize that since the advent of phones and the internet; communication has changed and life is much more convenient. Restaurant call centers are the answer to optimizing and increasing takeout experiences and company revenue.  Humans need to eat to stay alive and will continue to do so. In the year 2019, people are busier and want to takeout a restaurant prepared meal; this fact will never change.  Restaurant owners need to realize that people are tired and need to adapt to the fast-paced world that we live in. Owners need to make ordering easier and improve the call-in customer experience, if they want to reach higher than competitors in the years to come.   If a restaurant owner wants to have a profitable gain than it is wise to enhance business methods and veer towards quality phone assurance and upselling. Upselling Strategies Include: Restaurant call center agents announce new featured itemsEach agent will upsell relevant suitable food items that relate to the initial purchaseThe upsell will usually take place after the original order is placed Solutions solve problems; a restaurant call center is meant to alleviate the toppling stress in-store employees are bombarded with and increases company ROI through upselling. When customers want to order a dinner meal, they may just think twice when it comes to ordering that mouth savory gourmet dessert item once they speak to a professional sales agent from TSD Global.  When you implement a restaurant call center into your business model, customers will call-in as they want your food product; these people will receive high-quality phone service, which will improve user experience (UX) and will lead to repetitive customers, positive word of mouth, and an upsell. It is about time you give your restaurant a chance to climb the ranks. Perhaps you have a new food item on the menu? Some in-store employees may be too overwhelmed with too many tasks and forget to explain your new item, this could be detrimental for your takeout sales; at TSD Global, we hold high importance when it comes to food items sold. Making takeout orders convenient and improving upselling techniques with a restaurant call center is sure to add the component you need to increase your restaurants takeout sales. 
Looking to Boost Your Restaurant Sales? Try Omni-Channel Engagement

Looking to Boost Your Restaurant Sales? Try Omni-Channel Engagement

on January 14, 2019 8:13 PM
  The restaurant business is notoriously competitive, averaging razor-thin margins, with 70% of new establishments closing within three to five years. Add to these tough circumstances that contemporary diners have higher expectations and are more likely to make a beeline for review sites like Yelp if they perceive they’ve had a poor experience. In today’s market a food business is in a fight for restaurant sales from the moment it opens its doors, however the good news is that restaurants that identify trends and adjust to meet customers’ needs not only survive, but thrive. In this article we will discuss the trend of omni-channel engagement and how it can help you attract customers and increase restaurant revenues. New challenges impacting restaurant sales Losing control of your online reputation means loss sales Gone forever are the days when a disgruntled diner will simply ask for the manager and a complaint is guaranteed to be handled discretely on the spot. The ease of self publishing in the age of social media means he may instead decide to whip out his mobile phone, snap a few photos and post a scathing review while sitting right in the booth. What you need to know is that his online review matters. Nearly 95% of potential customers read online reviews before spending their money, and the positive impact of reviews far outweighs the impact of paid advertising. You should also be aware of the sheer magnitude of one post online; the top five social media sites alone represent a monthly average user base of 1.5 billion people reading, liking and sharing content. Your customers expect a good experience wherever they meet your brand 20 years ago your focus would be firmly on providing a great customer service experience within your restaurant. Today your potential customer has likely engaged your brand several times before she places an order or enters your establishment. Whether your customer visits your restaurant’s website on desktop or mobile, or whether she found you by way of a Google search or by reading reviews on Facebook, one thing holds true: customers expect consistency. This task likely seems pretty daunting, but savvy food businesses are already successfully embracing this tenet of modern marketing. Read on to see how you can too! What is omni-channel engagement and how can it increase restaurant sales? Providing a consistent customer experience is the core endeavor of omni-channel engagement. Omni-channel engagement is also about providing convenience and limiting friction. Some examples of friction can include: Differing levels of customer service across several branches of a chain restaurant. Disparities in available food items when a customer orders via phone versus ordering from your website. Having inconsistent branding across various social media platforms. Having a website that is difficult to navigate and not mobile-friendly. With statistics showing that 82% of customers leave a business after a poor customer service experience and don’t return, simply making sure your customers are repeat customers can significantly increase restaurant revenue. So what can you do to put omni-channel engagement to work for you today? Build trust Nothing screams sketchy like having inconsistent branding. It makes a restaurant look like quality is of little importance, a sentiment that easily transfers over to the perceived quality of the food that customers might be eating. Make sure your branding is professional and matches across every instance where it’s used online and offline. Answering reviews also goes a very long way in building trust. In a cooperative study conducted with Edison Research, author Jason Baer (Hug Your Haters) found that 53% of customers who leave reviews expect a response back. Replying to reviews in a professional manner was also shown to boost customer advocacy for a brand by 16%, while leaving a complaint unanswered lead to a 37% decline in customer advocacy. Offer convenience and an enhanced experience Meet your customer where they expect to find you doesn’t mean managing 15 different social media accounts. Selecting two to three of the top five social media platforms to enhance your omni-channel marketing is plenty. Once you decide which ones you’ll use, include links to your profiles across your branding and marketing and invite your customers to follow your brand there. To further enhance customer convenience, process payments via multiple methods – in person, via phone orders, on your website, and in apps. Also allow multiple types of payment: cash, credit, debit, and even cryptocurrency. Bonus Tip: Phone orders are your secret weapon Any restaurant business serious about increasing sales is looking at taking online orders, however many are leaving money on the table by choosing between taking online orders or phone orders. Others continue to offer a phone order option but neglect its potential as a serious revenue maker. Here’s why in this super competitive space your restaurant should be taking phone orders: Prominently displaying a phone number on your website or in your mobile app boosts customer trust (and orders). Adding another method for customers to order enhances the customer experience. Taking phone orders allows an excellent opportunity for up-selling. Thankfully you don’t need to hire or retrain staff to effectively add taking restaurant orders by phone to your omni-channel marketing strategy. Here at TSD Global we specialize in providing professional restaurant call center services to businesses who realize the cost-saving and moneymaking benefits of having an inbound call center. With almost 30 years of experience we’ve helped other businesses increase up-sell rates by 30% within months of working with them. Increase your restaurant sales today by contacting TSD Global. We’re ready to help you capture more revenue!
Restaurant Call Centers and How to Stop Missing Incoming Calls

Restaurant Call Centers and How to Stop Missing Incoming Calls

on January 7, 2019 7:06 PM
Busy waitress missing calls; a restaurant call center is the answer to missed calls. Restaurant call centers work. Often times, when you own a restaurant business your employees are bombarded with in-person orders, along with food preparation, cleaning, money math, making sure all customers inside of the store are happy, including various other responsibilities; phone orders may get missed in the midst of all of these tasks.  Smartphones have created a world full of convenience, after all, people prefer to shop for food from the comfort of their cell phones, whether it is through calling-in or ordering with a click of a button. An article on ITproportal.com warns restaurant CEOs, “if you’re not embracing new innovations within your restaurant, you might have already fallen behind.” With a restaurant call center, employees who work in-store can finally and solely handle quality assurance that pertains to inside of the store, while restaurant call centers can send help and defend restaurant businesses when it comes to incoming phone orders and quality customer care. Restaurant call center agents provide a reality unlike any other, the purpose is to give customers who call in a completely new phone and restaurant experience. A welcoming feel with a 3% up-sell goal makes sure to raise every restaurants annual ROI.  Within 30-days, TSD Global has been able to increase company profits by 17% on 70% of the incoming orders, the company provides services to top-rated clients which include companies such as ATT, Sirus XM, and many other high profile corporations. Restaurants are Noisy; Restaurant Call Centers Cancel Out This Factor Have you ever called into a restaurant and it was too noisy that you could not hear the restaurant employee on the other end or one of your food items was not properly heard so you go home empty-handed without the item you ordered? This happens all too often than restaurant owners want to admit.  At TSD Global, our restaurant call center agents wear noise-canceling headphones and make sure to give customers what they order plus more.  What this means for restaurant businesses is that owners will miss zero incoming calls and can rest assured that all customers are satisfied, including their employees and their workload.  Everyone will be happier all-around, considering quality phone assurance is being addressed; restaurant call centers is for owners who care about branding, all customers, orders, monetary gain, and reputation. Think of it this way, a call missed is an order not taken; which equals a company loss.  Restaurant call centers not only help owners feel confident that all grounds are being covered in-and-out of the store, but allows CEOs peace of mind that all calls are handled with quality and up-sell assurance.  Needless to say, employees can finally feel a sense of relief, and takeout orders will finally represent a number one priority, leading to repetitious and quality business.  If restaurant owners include restaurant call centers into their business model then they can expect:  High-quality phone customer service Allows customers and restaurant call center agents to hear better. Make sure no orders or words ever go missed (agents utilize noise-canceling headphones to better user/customer experience)Increase profitability with strategic up-selling techniques (agent’s aim for a 3% up-sell with every order)Happier customers mean more business Satisfied employees equal a higher retention rate and better serviceImprove your restaurant company sales Maximize your creditability and reputation With TSD Global, large and middle-sized restaurant corporations can now rely on restaurant call centers to improve phone orders for long-term company growth. It is about time restaurant owners address a widespread problem—missed incoming calls/orders. The second a customer hears a phone line going to voicemail is the minute they will seek business elsewhere. Pair your business with restaurant call centers and TSD Global; avoid missed calls. 
How Restaurant Are Increasing Sales Without Advertising

How Restaurant Are Increasing Sales Without Advertising

on December 14, 2018 7:31 PM
The State of The Restaurant Industry: Currently massive changes are happening in the restaurant industry. Off premise restaurant platforms such as Uber Eats are gaining massive popularity but are actually hurting restaurants profitability. The challenge for restaurant executives is becoming to prioritize on profitability or their customer experience.  Restaurants are also faced with increasing labor costs with minimum wage increasing to an all time high. Another major problem that goes unnoticed by a great deal of restaurant executives is the amount of missed phone calls they receive per location. The reason why restaurants are missing a lot of phone call is because Restaurants of spikes in call volume typically around lunch or dinner time. This makes it extremely difficult for in house employee's to handle both the in restaurant guests as well s the guests calling in.  What ends up happening is that restaurant employee's  feel overwhelmed and it translates into missed sales over the phone and unpleasant guest experiences which can greatly effect a restaurants reputation.   Another metric that isn't looked at enough by executives is the attempted up-sell rate. This essentially means simply up-selling on every takeout or phone order you can greatly increase your average order size.  But really the problem isn't that they aren't tracking up-sells, its that restaurant employee's typically aren't financially incentivized to up-sell. The lack of up-selling is a low hanging fruit metric because it is essentially free money restaurants aren't capitalizing on.  How TSD Global Is Trying To Solve The Problem: In 2016 the executives at TSD Global started on a mission to find a new way to utilize our call center company. Our company has specialized in handling complex sales for some of the most powerful companies in the world that includes SiriusXM, Century Link, Citibank, and AT&T. Training hundreds of call center reps to succeed on an inbound or outbound sales campaign is not easy to say the least.  Our executive team looked at industry after industry, read annual reports, earnings call transcripts, trying to figure out who needed a call center that didn't realize it? That was the questions we kept asking ourselves day in and day out. Then we finally stumbled upon the restaurant industry and realized that there were some major synergies between TSD Global and large restaurant chains. We realized that our call center reps were master salespeople and could probably easily handle restaurants phone orders and make a huge difference by up-selling. We ended up testing our hypothesis out with a couple of fast growing restaurants and the results were incredible. What we found was that our clients in house employee's loved partnering with us because it meant they never had to answer another phone call ever again. They could just focus on providing the best possible guest experience to the people inside of their location. TSD Global significantly increased the average check size of our client that it virtually payed for our services. The reason is we have our restaurant call center teams up-sell on every order and track real time data of what up-sell yields the highest ROI for our clients. To give you an idea of how powerful this is, recently we partnered with one of the top five largest fast casual restaurant chains in the world and during the first 30 days of working with them, we increased their average order over 17% and were successfully up-selling on 70% of every single order we took. Our Restaurant partners throughput has increased dramatically increased and their CSAT scores have skyrocketed. TSD Global's restaurant call center teams where noise canceling headsets which allow for a better customer experience and allow our reps to be 100% focused on the customer.  How Our Service Works: For fast casual restaurants, typically TSD Global sets up a phone number or multiple phone numbers to route calls to their service center and take the orders for those locations. Typically the way the services work is that the clients customers call-in to place a takeout order and speaks directly with a certified agent to place their order. It doesn’t matter if ten people call in at one time because they train teams of agents to be prepared to handle the flow of orders at any time. All calls are answered immediately and professionally with your restaurant name and a standard greeting. By creating these on-demand teams, orders can be received at the store in a streamlined fashion, saving money on traditional labor costs spent on staffing to handle phone calls. The on-premise customer experience also improves because the staff is not distracted by phone calls, taking attention away from customers in the store. Customers love not waiting on hold and being able to talk with a phone agent that can hear their order clearly. Agents can up-sell and cross-sell, giving educated answers about menu items that lead to increased sales. Orders flow into your POS and KDS systems at the appropriate location. They have built out multiple integrations to streamline order taking and maximize order accuracy. For more of a visual on how TSD Global can help your restaurant check out this short explainer video hereT How TSD Global On-Boards A New Client: TSD Global’s restaurant division offers a 30 day pilot test to prove out our model. Typically they recommend a pilot test only to be at 5 to 20 locations. From there they gather data and can scale up very quickly and then add an additional 50 to 100 locations at a time, then from there we can do a full scale rollout to all of your locations. Typically they offer engagements based on three different models:•Per minute of order time•Flat fee per order •Flat fee per order and a percentage of the up-sell To Learn More: For more of a visual on how TSD Global can help your restaurant check out this short explainer video here. To set up an exploratory call call and see if TSD Global is a good fit for your restaurant please contact Chief Marketing Officer Nick Tubis- Nick.Tubis@tsdglobal.com 

Why Restaurant Executives Love This New Type Of Call Center

on December 11, 2018 12:03 AM
The Rise Of Restaurant Call Centers Implementing a restaurant call center solution can help increase your sales, throughput while improving your guest experience. Restaurants have been faced with the challenge of overcoming rising labor costs which has been heavily effecting their profit margins. TSD Global is an award winning restaurant call center outsourcing company that has been focused on creating a solution to increase restaurants profitability.  TSD Global has been known as a sales powerhouse in the telemarketing and business process outsourcing industry since its inception in 1989. The company specializes in sales and has been the marketing and sales engine for a company that sold credit cards to college students, where TSD Global  generated them over 1 million customers. The company has also powered the sales teams of companies like AT&T, Direct Energy, Capital One, Bank of America, SiriusXM, and several other major Fortune 100 companies.TSD Global's footprint is large with over 1,800 call center reps world wide. They have center locations in Indiana, Kentucky, Illinois, as well as a 500 seat call center offshore in the Philippines.  In 2016 TSD Global was looking for new verticals to expand where they could add massive value for their clients and realized they could add tremendous value to the restaurant industry. The firm noticed that restaurants were loosing business by missing phone calls and not up-selling on all of their to go orders. Now just a couple years later, TSD Global’s restaurant division works with some of the largest fast causal and quick service restaurant chains in the country including one of the top 5 largest fast casual chains in the world. Why Restaurant Call Centers? The reason restaurant chains are seeing massive benefits from partnering with restaurant call centers is mainly from the up-sell opportunities the call center teams create. TSD Global approaches up-selling like a science for their restaurant partners and have developed a process to ensure that their reps up-sell on every they take. A lot of large restaurant chains miss out on significant revenue by plainly  not up-selling and not capitalizing on "hyperactive buyers". The reason why this is so powerful is because typically restaurant chains hire 16 or 17 year old kids who are not financially incentivized to up-sell and never try to help a customer perfect their order. At TSD Global the restaurant call center teams get bonuses from up-selling and supervisors are constantly a/b testing scripts to see what script increases their clients average order size the most. Their clients customer also appreciates the knowledge of our virtual order takers in helping select the perfect meal. For example TSD Global recently started working with one of the largest fast casual chains in the world and within 30 days of working with them, they had increased their average order size over 17%. Another major benefit restaurants have seen is the improvement in customer satisfaction scores through TSD Global’s restaurant teams. TSD Global’s call center teams wear noise canceling headsets that block out background noise and allow for a quiet and pleasant phone ordering experience. In house restaurant employees have also been raving about partnering with TSD Global because it makes their job much easier. Our clients in house employees don’t have to worry about answering the phone ever. They can just focus on providing an exceptional customer experience to the guests inside your restaurant. This seems to be helping our clients attrition rates. TSD Globals mission is  build amazing brand experiences for our restaurant partners and that is starting to show through positive Tweets and Yelp reviews online. There are only a few restaurant call centers in the business and most of them use what is called “at home” agents. The problem with this model is that has been that it is very challenging training reps and can result in distractions such as a dog barking or a child crying in the background.  How We Train Our Reps:  How restaurant call centers can increase your throughput, average order size while improving your guest experience. All of TSD Global’s restaurant call center teams are in state of the art contact centers and report to a team of supervisors who are constantly training dedicated restaurant call center teams. They have a quality assurance team that score every call on a 5 star rating system. If a rep scores below a four star rating than they are pulled off the floor and report for more training. When TSD Global partners with a new restaurant client they typically send their Head of Training to work in one of their new clients restaurant for 7 to 14 days to learn the ins and outs of what its actually like to work inside the restaurant. After detailing this experience, TSD Global's Head of Training starts building training materials to recreate a similar culture and style inside of one of their contact centers. The restaurant teams go through daily training and are constantly role playing different ordering scenarios to be prepared for anything. How The Service Works: For fast casual restaurants, typically TSD Global sets up a phone number or multiple phone numbers to route calls to their service center and take the orders for those locations. Typically the way the services work is that the clients customers call-in to place a takeout order and speaks directly with a certified agent to place their order. It doesn’t matter if ten people call in at one time because they train teams of agents to be prepared to handle the flow of orders at any time. All calls are answered immediately and professionally with your restaurant name and a standard greeting. By creating these on-demand teams, orders can be received at the store in a streamlined fashion, saving money on traditional labor costs spent on staffing to handle phone calls. The on-premise customer experience also improves because the staff is not distracted by phone calls, taking attention away from customers in the store. Customers love not waiting on hold and being able to talk with a phone agent that can hear their order clearly. Agents can up-sell and cross-sell, giving educated answers about menu items that lead to increased sales. Orders flow into your POS and KDS systems at the appropriate location. They have built out multiple integrations to streamline order taking and maximize order accuracy. For more of a visual on how TSD Global can help your restaurant check out this short explainer video hereT How TSD Global On-Boards A New Client: TSD Global’s restaurant division offers a 30 day pilot test to prove out our model. Typically they recommend a pilot test only to be at 5 to 20 locations. From there they gather data and can scale up very quickly and then add an additional 50 to 100 locations at a time, then from there we can do a full scale rollout to all of your locations. Typically they offer engagements based on three different models:•Per minute of order time•Flat fee per order •Flat fee per order and a percentage of the up-sell To Learn More: For more of a visual on how TSD Global can help your restaurant check out this short explainer video here. Please contact CMO Nick Tubis- Nick.Tubis@tsdglobal.com 
How To Scale A Startup Fast By Outsourcing

How To Scale A Startup Fast By Outsourcing

on October 17, 2018 11:52 PM
The Problem All Startups Face When Things Actually Go Right: [caption id="attachment_3187" align="alignnone" width="1000"] Startups can scale their business by partnering with a BPO or an outsourcing partner.[/caption] Problem #1: Startups Begin To Focus On Things That Don't Scale  All Entrepreneurs have to work extremely hard to achieve product market fit and to actually get traction.  You would think after they a startup finds their niche or blue ocean it would be off to the races and smooth sailing but unfortunately thats not the case. The startup starts to deal with an insane amount of customer service inquires and other back office tasks. The problem with this is it slows down the startups growth because they begin to focus on non core competencies. As Tony Robbins says, "where focus goes energy flows". What tends to happen is that the startup starts trying to focus on customer care and back office support and the consequence is it takes away from developing their product or service which slows down their growth. Problem #2: Customer Experience Takes A Back Seat  Now what also can happen to fast growing startups is that they continue to focus on growth because of intense expectations from venture capitalists and investors. As if they weren't stressed out enough. So the company starts trying to keep up their hockey stick growth and a unpleasant customer experience starts to compound. For example when companies like Uber, Lyft, AirbNb, and Netflix started to get traction their customer inquires started to stack up because like any company stuff happens and people have bad experiences. The problem though is because there is no human staff available to handle a customer issue that customer goes online and complains and the customer stops using the product or service. One of the most important metrics for a startup is their daily active users and one of the fastest ways to kill your customer retention is with bad customer support.  Problem #3: Hiring Full Time People Can Burn Your Cash One of the biggest challenges that a fast growing startup will go through is its recruiting and hiring process. In places like Silicon Valley or New York City it can be extremely expensive as well as competitive to attract top talent. This is one of the main reasons why companies like Google invest into expensive and amazing offices. It makes sense to hire top engineers, marketers, and salespeople. But a mistake a lot of first time entrepreneurs make is paying customer experience and reps doing back office work 70K per year plus salaries. This isn't necessary to offer a world class customer experience and mainly burns the cash that you have worked so hard to raise. How TSD Global Can Solve These Problems For You  TSD Global is a award winning customer experience and back office company that specializes in helping fast growing startups continue their hockey stick growth in the most cost effective way possible. TSD Global builds and manages dedicated outsourcing teams on behalf of some of the worlds most powerful brands like Citibank, Century Link, AT&T, SiriusXM, and many other fast growing companies. TSD Global has onshore, offshore, and nearshore capabilities depending on your outsourcing needs. For example with over 1.5 million apps in the app store and 90% of smartphone time spent in-app, providing in-app, mobile customer service is an increasingly relevant and important step in the overall customer experience. Meeting customers where they prefer to engage and making it as easy as possible to get help contributes to the satisfaction of the customer and thus, to a business’s overall health and success.We can build a team to help you with content moderation if your have a fast growing app. TSD Global can call all of your customers that need to change their picture on your online marketplace. We can build an inbound sales and outbound sales teams to close deals for your business. Our company can implement a complete omni-channel customer experience for your brand with , live chat, email, and phone support.    The Benefits You and Your Stakeholders Will See By partnering with TSD Global your startup will see a cost savings from 30-60% compared to hiring internally in cities such as San Francisco or New York. Our client relationship managers will make it their life's mission to increase your company's CSAT scores and increase your customer retention.  With the saved cost savings that you will get when you work with us you can reinvest those savings into your company that will be instrumental in your growth rate as well as valuation.  TSD Global is a unique BPO or business process outsourcing company because we have a global presence but under 2,000 agents in our stable so we are known as a boutique company in our space. Our entire senior management team is involved with our client's projects from our CEO to our agents.