THE BUSINESS CASE FOR RESTAURANT CALL CENTERS

As restaurant chains face a tide of increased competition and tighter margins, they are searching for solutions to bring down costs. Restaurants in all sectors must over come rising labor and food expenses as well as high expectations for customer service. The Restaurant Call Center is now being used to streamline catering, takeout, and call-in orders for some of the largest restaurant chains across the country.

That’s why off-premise restaurant call centers have been gaining traction across quick service, fast casual, and fine dining restaurants.

In case you’re not familiar with it, a restaurant call center is a service that allows restaurants to outsource certain operational functions to a third-party vendor outside of the restaurant location.

To help restaurants experience lower costs and better service, TSD Global’s Off-Premise Division was launched to support drive-thru, call-in, and catering orders as well as reservation scheduling.

The growth of third-party delivery services shows that customers are looking for a better way to interact with the favorite restaurants. It’s clear there’s a growing need for a cost-effective solution to streamline the call-in take-out and delivery ordering process. With off-premise restaurant call centers, restaurants and consumers can have a better and low-cost customer service experience.

Our service creates a team of well-trained agents that deliver a stellar customer service experience, without the investment of creating a custom restaurant call center. With our solution, your on-premise employees can focus on delivering a great guest experience to your customers inside your restaurant.

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 support teams. Restaurant operators cut costs by reducing labor and using potentially smaller real estate footprint in designing store layouts. You’ll get the benefit of having the capability to handle orders quickly without the fixed labor costs.

In addition to lower labor costs, benefits accrue to the bottom line through higher restaurant throughput and increased upselling revenues.

The success of a restaurant call center depends on people, process, and technology to deliver bottom-line results.

PEOPLE

We send our contact center trainers to spend one to two weeks inside our clients’ restaurants so they can experience your unique processes and culture, and translate

that knowledge into training for our virtual order agents.

Each virtual order agent goes through extensive training and must pass a certification test to be able to handle orders for the restaurant they represent.

Thorough training helps your restaurant call center team seamlessly handle orders as if they were working directly in your restaurant, but they actually could be working from home or one of our contact centers.

Our teams of trained reps have restaurant experience and are ready to handle any size order as soon as the phone rings. The success of a large catering or delivery order doesn’t depend on the experience level of whoever happens to answer the phone.

One of the top benefits of an off-premise restaurant call center is the customer interaction with a well-trained, empathetic person who is focused on the call, not juggling the phone at the host station or the bar. Every call is answered in a quiet environment, providing an exceptional customer experience.

To ensure world-class service, we provide a portal for our clients to hear the quality of our reps and give them a way to rank each call from 1 to 5 stars, similar to how you rank an Uber driver.

PROCESS

Customer placing a call-in order speak directly with one of our trained and certified agents to place their order. For fast casual restaurants, we typically set up a phone number or multiple phone numbers to route calls to our service center and take the orders for those locations.

It doesn’t matter if ten people call in at one time because we 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 is better because the staff is not distracted by phone calls, taking attention away from customers in the store.

Our centralized, well-trained off-premise support reps can handle all types of orders and reservations consistently in keeping with a company’s brand and standard procedures.

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. We have built out multiple integrations to streamline order taking and maximize order accuracy.

Our company has a tremendous experience in up-selling and cross-selling for Fortune 500 companies. Based on our experience with other industries, we have integrated our proprietary up-selling techniques into the QSR and FCR space to boost average ticket size in these market segments.

TECHNOLOGY

Since our founding in 1989, TSD Global has been laser-focused on providing the highest level of security for the critical data entrusted to us by our partners and their customers. TSD Global is fully committed to maintaining industry standard security certifications by investing in our people, processes, and technology. We accomplish this by exceeding the standards set by governing authorities like the PCI Security Standards Council (PCI SSC), and the American Institute of Certified Public Accountants (AICPA).

TSD has achieved PCI DSS Level 1 certification from a Qualified Security Assessor (QSA) and has gained the SOC 2 Type 1 audit certification for our call center sites. Both of these certifications require rigorous annual audits by a certified third party, and include onsite visits, along with internal and external penetration tests.

Our goal is to ensure our partners have the utmost confidence in our ability to safeguard their customers’ data. It is mission critical that all of our employees understand their responsibilities regarding integrity, confidentiality, and availability of customer data.

RESULTS

We’ve seen off-premise drive-thru order taking lower the labor cost by 30-50% on average while increasing their average ticket size by over 15%.

Within 30 days of using our restaurant call center solution, one of the top 25 largest chains in the country has increased their average order size by more than 12%

We are also working with one of the top 10 largest fast-casual restaurant chains to increase their sales as well, while dramatically lowering their costs.

Our solution is more cost-effective than hiring internally because it’s purely on-demand based, so you pay only per transaction.

For some operators, transitioning to off-premise support can be a big step. To get started we offer a 30-day free trial to gather data on call volume, handle time, up-sell opportunities and other valuable metrics. During this time, we send trainers to work directly inside of at least one location to gather insight and learn your systems. They’ll know exactly what it’s like to actually work at the restaurant.

After the 30-day free trial is complete, we drill down into the data and figure out which pricing model is most cost-effective for your operation. Once the ROI is determined, we scale out our services across more of your restaurants and set goals each quarter to increase the average order size and throughput at each location.

Talk to us about getting started with off-premise restaurant support. We can answer all your questions and start transforming your restaurant today.

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