It is a fact! Exit41, a leading provider of customer ordering solutions for the restaurant industry offers a "one of a kind solution" for fast food restaurants.
Instead of expecting a staff member from the restaurant taking your orders, as soon as your car reaches the menu board (with speaker), it is automatically routed to a call center and an agent takes your order. You will see a “multiple lane” set-up in the restaurant where you can choose the shorter or faster path to order your food.
It has been a success for their clients, which include Wendy's and McDonald's, increasing their sales profits, customer satisfaction, happier employees and the investment is minimal since they use VOIP technology. It sounds good to be true and it makes sense.
Okay, that’s the restaurant’s perspective. Let’s look into the call center then. The Smart Agent Desktop alerts the agent if a particular item is not available during that period and serves as a guide for promos.
They have a Manager Console that shows the current queue. Okay, let’s backtrack a little bit. This concept can work if you think of a couple of restaurant locations but what if you service the whole state and have a lot of locations? What if you encounter absenteeism and you are understaffed? It’s then lunch hour. Imagine this - transactions are coming in and you have no available agent. What happens then?
Do you hear a recording saying, “You are important to us, please wait a moment.” I know that sounds funny, but do you expect to wait in line until the next agent is available? What if the customer couldn’t wait and decides to go to the pick up counter and order there instead?
Don’t get me wrong, I love the product. But, if this was bought by a business owner for his chain of restaurants, it is critical that he understands how a call center is run. This will help make sure that service delivery in the centers is consistent and staffing levels are at an optimum level.
» The Long Wait…and I am Late! from CallCenterScript
I don’t understand why a building would even allow their office space to be leased by many call centers and not even plan or consider elevator traffic. If I were to do this, I’m sure to tell my architect to... [Read More]
Tracked on: July 12, 2008 12:54 PM | Permalink to Trackback