RESTAURANT CALL CENTERS TACKLE RISING LABOR COSTS

By Nick Tubis, Chief Marketing Officer

In the battle for market share, quick service and fast casual restaurant companies have a new tool: restaurant call centers.

Also known as off-premise restaurant support, off-site contact centers specialize in handling drive-thru, call-in orders, catering fulfillment, and even scheduling reservations. Restaurants are finding that call centers boost margins and improve their customer experience.

Customers receive better, faster service in a controlled environment that reduces noise and confusion, and ensures no customer ever has to wait on hold. So the busy sandwich maker doesn’t have to hold the phone in the crook of his or her neck while struggling to hear over the din of the dining room. The sports fans craving wings and burgers before the big game don’t hang up after waiting on hold.

Here’s a look at the four primary benefits of transitioning your phone orders to a restaurant call center.

Increase Throughput

Multiple trained agents can handle incoming calls and increase throughput at restaurants, resulting in more people getting through the door faster. A busy sandwich shop can take lunch orders from 10 customers at a time instead of one at a time. There’s no telling how many customers may have hung up after waiting on hold. Each additional order taken through the call center is incremental revenue for that location.

A certified restaurant agent can handle a complex catering order while other agents handle the daily transactions with no delays.

Orders can be taken faster in a quiet work environment, and entered directly into the restaurants POS instead of taking an order on a paper ticket and punching it in also.

Increase Order Size

In our experience, restaurants increase their average order size by at least 10 to 15 percent due to our up-selling initiatives.

Recently, we helped one of the top 3 largest sub chains in the country increase their average order size over 12% after 30 days of working.

One of the top 5 largest fast-casual restaurant chains is increasing their sales as well, while dramatically lowering their costs.

Our phone agents are trained just like your in-store staff and understand the opportunities to up-sell and cross-sell and are trained as well as incentivized to up-sell on every order.

As much as people are focused on mobile ordering, call-in orders still outweigh mobile ordering 4 to 1 on average and allow an opportunity to up-sell.

Improve Customer Experience

Centralized, well-trained restaurant call center reps can handle orders consistent with a company’s brand standards and procedures. Customers love not waiting on hold and being able to talk with a phone agent that can hear their order. Agents can up-sell and cross-sell, giving educated answers about menu items that lead to increased sales.

Save Money

With rising labor costs and wage inflation restaurants, operators have been searching for ways to bring costs down. We’ve seen clients cut costs by 30 to 50 percent by streamlining drive-thru, catering, and call in order taking by utilizing our off-premise restaurant call center teams. You’ll get the benefit of having a larger staff to handle orders quickly without the labor costs.

Let’s talk about how TSD Global can help make your restaurants more profitable. I’ll share some real-world examples of clients that turned around their bottom line. Contact me at nick.tubis@tsdglobal.com.

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