News

Order-taking goes virtual?

January 17, 2017

Call centers are a thing of the past at Restaurant Revolution Technologies, a San Diego provider of order management, call center and technology solutions for restaurant operators. The company, which specializes in helping brands manage and optimize off-premise takeout orders, has moved its call center services to a virtual model, according to a company press release.

"A virtual call center model allows RRT to be nimble and agile to our clients’ daily ebbs and flows of their takeout business, while greatly improving the overall service levels provided," CEO David Schofield, said in a company press release. "Our call center hallmarks versus our competitors' has always been to consistently remain sensitive to the quality of service we provide as well as remain a cost-effective partner that infuses business rather than sapping it away from our partners. We are 'Uber-izing' the perception people have — specifically our restaurant clients — on what call centers are and what they do by going virtual."

Unlike traditional call centers that operate in brick-and-mortar buildings with enormous fixed costs and limited recruiting and scheduling flexibility, Schofield said the virtual call center services offered by RRT allow for a more cost-effective and flexible model by using highly screened and trained independent agents who operate during the hours set by a restaurant client's call volumes.

The virtual call center model also provides an exceptional customer experience and empowers local restaurant management to focus on their core business — dine-in guests and the in-house customer experience, Schofield said.

Because of the move, RRT is able to recruit and hire virtual agents with experience in the Hospitality and Customer Service fields, who are accustomed to handling the unique demands restaurants face with their customers, Schofield said. The company has progressively moved away from hiring people with traditional call center backgrounds to hire people who clearly understand that their roles are not as "order takers" but as brand representative servers that enter into "conversations" with customers to build relationships on behalf of the restaurants.

Additionally, the move to a virtual call center model also coincides with RRT’s new "Beyond Takeout" strategy and positioning unveiled earlier in the year. The core values  of the new "Beyond Takeout" strategy, Schofield said, include:

• Reinforces RRT’s commitment to client service that delivers an enhanced guest experience for off-premise takeout guests.
• Underscores RRT’s use of innovation by delivering superior ‘hi-tech and hi-touch’ solutions to increase revenue for restaurants that are revolutionary to the industry.  
• Supports RRT’s strategic positioning within the industry of handling 100 percent of off-premise opportunities for its clients, going "beyond" online and mobile ordering.
• Provides six unique service lines, including call center support, online ordering, mobile ordering, larger catering order management, outbound business development services and a customized loyalty platform.
• Uses the most advanced technology in the industry with its patented Order Management software and fully integrated solutions to boost the customer experience while providing a strong ROI to its RRT’s clients.
• Binds RRT's current solutions and services within the same marketing umbrella, offered both a la carte or as a fully integrated suite.