This article focuses on how call centers are decoded as key drivers to increasing the sales and revenues of Quick Service Restaurants (QSRs) and fast foods chains by improving service delivery methods. Consequently there came a need of quick and efficient customer services and that’s what call centers provide in today’s world. According to some studies, a well-managed call center could enhance the degree of satisfaction of the consumers by 25%. This means a boost in satisfaction levels which, in return, will work to increase the sale of the service by about 10-15% owing to their word-of-mouth effect.
Besides, call centers are also advantageous in minimizing the operational cost through bringing down cost of wait time and cost of human resource. Such reductions in costs which are believed to range from twenty to thirty percent can go a long way in increasing the business profit margins. Additionally, this helps minimize the chances of making mistakes especially with the flow of orders, yet again improving the client experience as avails through call centers.
The advantages of optimizing calls center go beyond the raise of instant sales. Thus, the present study estimates that with better order flow and more effective customer sales contact, QSRs should anticipate realizing an additional 5-10% of sales. This is so because there is improvement on customers’ retention, shorter time cycles and optimal organizational working which are major competitive determinants especially in the fast foods niche.
