Drive Thru Order-Taking is Moving to Call Centers! Fact or Fiction?
Thursday, November 23rd, 2006It 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.