In this article we’ll be taking a look at:
- Why phone orders still represent a significant share of QSR sales.
- How festive call volumes can lead to missed orders.
- How YUMBI Switchboard simplifies phone ordering and reduces the manual paper trail.
- Which three call metrics you should monitor before December.
Across the YUMBI platform, 31% of QSR orders are still placed by phone. That's almost one in every three orders coming through a channel many QSRs struggle to monitor. Let’s say you receive in the region of around 100 000 orders in December, then approximately 31 000 could arrive by phone! That’s a lot of inbound ringing and a significant amount of business to manage without clear reporting.
December exposes the problem
During the festive season, calls increase when your QSR is already pushed to the maximum. This truly is the time of year when you really need to be on top of things because customers are demanding increased levels of attention and service. If a customer needs to wait or a call goes unanswered, many people will simply move on and order elsewhere. Without proper reporting, missed opportunities can go unnoticed and you lose revenue.
The hidden cost of handwritten orders
Like it or not, but taking orders on paper creates extra work. Staff have to read the ticket, enter the details into the POS and check everything again. Each of these steps increases the risk of mistakes when you lead them least. It's hardly surprising then that QSRs that use direct-to-POS have measured savings of up to two minutes per order and up to 60% fewer order accuracy complaints.
Make every phone order visible with YUMBI Switchboard
YUMBI Switchboard is a browser-based phone ordering solution that requires no software installation. Where VoIP integration is available, agents can see customer order history, saved addresses and favourite items as calls arrive.
Switchboard also connects with YUMBI Gateway, providing:
- One current menu with built-in upsell prompts.
- Delivery address checks to identify suitable QSRs.
- Orders sent directly into the POS.
- SMS confirmations when applicable.
- The ability for one agent to support a single or multiple QSRs.
And! Payment takes place on delivery or collection! Switchboard does not process payments.
Three numbers to watch before December
With the relevant VoIP integration, Switchboard helps you measure three important figures:
- Order Rate (calls resulting in orders).
- Query Rate (calls relating to customer enquiries).
- Abandonment Rate (callers who give up waiting).
These figures help you understand demand, monitor performance and identify missed opportunities. In addition, through Gateway and Insights, phone orders become part of a connected ordering and reporting system.
The phone remains an important sales channel because it’s constantly in the hand or pocket of your customer. They reach, they call, they order. Go With YUMBI Switchboard for your golden Festive Season.