How Restaurant Call Centers Are Increasing Sales And Improving Guest Experiences
Restaurant call centers have been a growing trend recently. With rising labor and food costs restaurant profit margins are being squeezed. TSD Global, a Fortune 500 focused award winning restaurant call center outsourcing company has been a pioneer in the space.
TSD Global has been known as a sales powerhouse in the industry, streamlining customer service and sales for brands like AT&T, Century Link, SiriusXM, and Citibank. Our clients have called TSD Global their secret weapon for growth because we have booked and retained millions of customers for their brands.
A couple years ago, TSD Global was looking for new verticals to expand, and add massive value for clients. We determined we could add tremendous value to the restaurant industry by streamlining catering and call-in orders, as well as schedule reservations for major restaurant chains.
Now 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.
The reason restaurant chains are seeing massive benefits from partnering with restaurant call centers is the up-sell opportunities the call center teams create. Many 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 our restaurant call center teams get bonuses from up-selling and are constantly a/b testing scripts to see what script increases their clients average order size. The customer also appreciates the knowledge of our virtual servers in helping select the perfect meal.
For example TSD Global has worked with one of the fastest growing sub chains in the US and within 30 days of working with them our up-sell rate was 30% on orders taken. The up-sell alone virtually paid for the cost of TSD Global’s services.
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. Your in house employees don’t have to worry about answering the phone ever. Your employees can just focus on providing an exceptional customer experience to the guests inside your restaurant.
Our services build amazing brand experiences and are creating 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. At first people thought this was great because it would allow even greater cost savings. But the problem 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.
All of TSD Global’s call center teams are in our state of the art contact centers and report to a team of supervisors who are constantly training our restaurant call center teams. Our quality assurance teams also 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 we typically send our Head of Training to work in one of our new client 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, our Head of Training starts building training materials to recreate a similar culture and style inside of one of our contact centers. Our restaurant teams go through daily training and are constantly role playing different ordering scenarios to be prepared for anything.
TSD Global’s restaurant division offers a 30 day pilot test to prove out our model. Typically we recommend our pilot test only to be at 5 to 20 locations. From there we can scale up very quickly and 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.
Security is a major priority for TSD Global and we are fully committed to maintaining above industry standard security certifications by investing in our people, process, and technology. We accomplish this by exceeding the standards set by governing authorities like the PCI Security Standards Council (PCI SSC). TSD Global has achieved PCI DSS Level 1 certification from a Qualified Security Assessor (QSA) and has achieved the SOC 2 Type 1 audit certification for our call center sites. Both of these certifications require stringent annual audits by a certified third party, and include onsite visits, along with internal and external penetration tests.
TSD Global’s IT team can build out custom integrations into our clients POS systems and always work to find the best solution to integrate with our clients. TSD Global is very flexible and can even utilize your own online ordering platform if you would like. POS systems we’ve worked with are Clover, NCR Silver, Toast and many others.
TSD Global has thousands of call center agents both in the US and at our award winning contact center in the Philippines. Based on our clients’ needs we can build an onshore or an offshore restaurant team. We also have several pricing models, such as pricing per minute, hour, flat fee per order, or a percentage of the ticket. TSD Global works with our clients to ensure they see a significant ROI and base the pricing model around ultimate ROI for clients.
Please contact CMO Nick Tubis- Nick.Tubis@tsdglobal.com or 858-342-4069