The role of call centers is to be an important partners that help QSRs manage crises. Examples that would illustrate the need to communicate with the customers include the interruption of the supply chain, outbreaks of diseases, or breakdown of operations.
First, it avails real-time customer care hence efficiency in dealing with complaints, questions, and concerns that customers may have. This helps to eliminate the possibility of passing wrong information or creating heightened anxiety from the customers, especially during crises. These professionals are allowed to deal with delicate issues effectively and in a proper manner, so the clients receive individualized approach that is not always provided by social networks or other online tools.
Also, the call centers could collect customer feedback which would be beneficial for the QSRs to notice emerging issues, trends or issues. Such real-time information can help the businesses address these problems quickly, which may prevent additional ramifications.
In addition, the call center acts as intermediaries for the corporate team and the franchise operators to help with coordinating the responses for crisis management operations. They can inform employees directly about sure pertinent changes, promotions or policy shifts passing on the same information to their consumers.
Altogether, call centers as specific service providers that offer real time, individualized support and valuable feedback should be considered a key operational and strategic asset of QSRs when it comes to maintaining their customers’ confidence and keeping their business going during the critical times.
