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15.4.07 2320
The 7 - Random - McDonald's Drive-Thrus & Call Centers.
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Merc
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#21 Posted on 14.3.05 1610.06
Reposted on: 14.3.12 1610.13
    Originally posted by thefraserman
    They've got sort of a call center type operation going here in BC Canada for Pizza Hut.

    No matter where you are, you dial 310-1010 and there's a call center that takes your order

It makes sense for pizza, where generally you ring up to order anyway.
To have a call centre taking drive through orders makes as much sense as having a call centre for counter orders.
Teppan-Yaki
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#22 Posted on 14.3.05 2021.06
Reposted on: 14.3.12 2023.56
Re: Standardizing greetings --

The nearby Taco Bell has the standardized greeting; sometimes it's an upsell, but lately it's been a "Can I take your order?" So I start ordering when a different voice asks me to hold on.

Sometimes it's easier just to go inside.
Dahak
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#23 Posted on 14.3.05 2251.49
Reposted on: 14.3.12 2257.50
I still think that this will be a logistical nightmare. Food will be stale and cold because customers get there late. People will change their mind further slowing down all orders.
Mcd's either needs to decide once and for all if it wants cheap fast food or more expensive slower food. JITB has simple sandwiches with pretty much just meat, cheese, and sauce. No screwing around with tomatoes or lettuce which take more time and require extra steps. There are reasons that Mcd's and BK are losing sales to JITB, Taco Bell, Carl's Junior and other fast food restaurants. It's because those corporations came up with plans that actually fits their equipment and not some outdated idea from some guy who died 20 years ago. Look at how many menu items are added then removed every year at Mcd's. This is a company that has problems and isn't willing to admit it.
drjayphd
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#24 Posted on 14.3.05 2331.48
Reposted on: 14.3.12 2337.40
    Originally posted by Teppan-Yaki
    Re: Standardizing greetings --

    The nearby Taco Bell has the standardized greeting; sometimes it's an upsell, but lately it's been a "Can I take your order?" So I start ordering when a different voice asks me to hold on.

    Sometimes it's easier just to go inside.


Taco Bell and Dunkin' Donuts around here do that too. Once, the guy taking the order actually interrupted the greeting to tell me to hold on. Color me unimpressed with these greetings. Fine for pushing the new stuff, but otherwise completely annoying.
AWArulz
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#25 Posted on 15.3.05 0854.01
Reposted on: 15.3.12 0859.02
    Originally posted by Dahak
    There are reasons that Mcd's and BK are losing sales to JITB, Taco Bell, Carl's Junior and other fast food restaurants.


You got some numbers on that? Because Per-capita, McDonalds is still the king. Bk and McDs reclaimed most of their lost market share the last couple of years and frankly, Jack in the Box and Carls are hardly even players. Yes, some of their same-stores went up around 2%. But it's a flat market - growing less than 1% last year and less than that in the years before. So when the market is flat, the industry has to find a way to cut costs or increase revenue. Call centers are one way to increase productivity and decrease labor costs in industries that become more global and standardized.

Comparitively, there are 2200 JITB and Qdoba stores and there are 32000 McDs and Their other stores (Boston Market, Chipolte Grill).
kokolums2
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#26 Posted on 15.3.05 1800.11
Reposted on: 15.3.12 1800.18
Some issues a call center will have:

1. Its quite often that a certain store will run out of this or that - or the shake machine is broken. You're telling me the call center is going to be able to keep track of all that?

2. Let's say I want to ask them if they can cook x in a certain way. How will the call center person 1000 miles away know if the cook understands how I want it done? So what you are telling me is that I will place a special order, the call center person takes it, and then I go to the pick up window to see if this particular cook could do it? Sounds like a total guessing game to me.

3. It will be a logistical nightmare to relay specific instructions to the cook. Just today while picking up my order, I overheard a guy at the drive-thru speaker placing a specific order for a Wendy's single with the lettuce to be placed on the bottom underneath the meat, and then everything else on top of the meat. This was easy to do when the customer was talking to someone in the store who could communicate directly with the cook. I don't see how this is done with a call center. A lot of people have these little idiosyncrasies with how their food is prepared. I'm sure this is an easy example compared to some others out there. Just imagine a family of 4 with two picky little kids that need very very special orders.

I don't think this is going to work.
AWArulz
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#27 Posted on 15.3.05 1823.31
Reposted on: 15.3.12 1824.13
    Originally posted by kokolums2
    Some issues a call center will have:

    1. Its quite often that a certain store will run out of this or that - or the shake machine is broken. You're telling me the call center is going to be able to keep track of all that?


Shouldn't be a problem. Inventory is very tightly controlled in a McD's - and our call center folks can tell you how many of each of our gizmos are ready to ship at any given time, so I would assume figuring out how many apple pies are still in the freezer will not be a problem. And the person who takes the orders will now be freed up to work in the kitchen, freeing the manager from being AS INVOLVED in the operations, allowing her or him to input into the store status screen.


    Originally posted by kokolums2
    2. Let's say I want to ask them if they can cook x in a certain way. How will the call center person 1000 miles away know if the cook understands how I want it done? So what you are telling me is that I will place a special order, the call center person takes it, and then I go to the pick up window to see if this particular cook could do it? Sounds like a total guessing game to me.


Same exact way they do it now. QP w/C XO NoTom - and if it is that special, get your assout of the car and go in. It's flippin' McD's for goodnesssake. How bad can you screw up a McGriddle?

    Originally posted by kokolums2
    3. It will be a logistical nightmare to relay specific instructions to the cook. Just today while picking up my order, I overheard a guy at the drive-thru speaker placing a specific order for a Wendy's single with the lettuce to be placed on the bottom underneath the meat, and then everything else on top of the meat. This was easy to do when the customer was talking to someone in the store who could communicate directly with the cook. I don't see how this is done with a call center. A lot of people have these little idiosyncrasies with how their food is prepared. I'm sure this is an easy example compared to some others out there. Just imagine a family of 4 with two picky little kids that need very very special orders.

    I don't think this is going to work.


There will be, no doubt, a way to talk to the store. But McD's doesn't do much of that special order stuff. It's BK that does it your way. In fact, the special order with the four picky kids that take all that extra time will be better with a call center, because they'll set it up so that person doesn't hold up the rest of the train and the call center work JUST DOES THAT. That's all they do. Don't you think a person that specializes does better than a person who splits time between asking you your order and turning the Fries?

It's the 21st century. Move into it.
kokolums2
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#28 Posted on 15.3.05 1830.55
Reposted on: 15.3.12 1833.43
Get your assout of the car and go in? Why should they when the current system works fine for the drive-thru?

"There will be, no doubt, a way to talk to the store. But McD's doesn't do much of that special order stuff."

Uh, they have that "grill order" parking spot for ... what?

"they'll set it up so that person doesn't hold up the rest of the train"

That's already set up now -- with the parking spot for grill orders.

"It's the 21st century. Move into it."

I don't see how -less- human interaction is better for us. This looks terribly frustrating.

In the end, it looks like they will need to have someone there to take specific orders. If its just a cook now, his job actually gets more complicated as he has to run to the window to hear that this customer wants the cheese placed under the meat. Mistakes are bound to rise.

(edited by kokolums2 on 15.3.05 1631)

(edited by kokolums2 on 15.3.05 1635)
Dahak
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#29 Posted on 15.3.05 1838.47
Reposted on: 15.3.12 1838.53
    Originally posted by AWArulz
      Originally posted by Dahak
      There are reasons that Mcd's and BK are losing sales to JITB, Taco Bell, Carl's Junior and other fast food restaurants.


    You got some numbers on that? Because Per-capita, McDonalds is still the king. Bk and McDs reclaimed most of their lost market share the last couple of years and frankly, Jack in the Box and Carls are hardly even players. Yes, some of their same-stores went up around 2%. But it's a flat market - growing less than 1% last year and less than that in the years before. So when the market is flat, the industry has to find a way to cut costs or increase revenue. Call centers are one way to increase productivity and decrease labor costs in industries that become more global and standardized.

    Comparitively, there are 2200 JITB and Qdoba stores and there are 32000 McDs and Their other stores (Boston Market, Chipolte Grill).


Not since I sold my stocks last year since then what I read that sales have were down for the 2 years and that is why they got a new CEO. The industry is flat as you said. Also they regained their sales with 99 cent menus with are simpler and quicker to make which fits into my point (even if it is outdated).
The problem that I saw in my 9 years of Mcd's is that they make new equipment fit with the old menu. I don't want to get into specifics but the company had a lot of issues. Mcd's needs to be honest and ask how they can improve and not just say "We are number 1". The amount of propaganda that the company pumps out to it's employees is huge.
Call centers are a good way to cut labor which averages around 20% but it will be difficult to get right.
kokolums you are 100% correct about possible issues.
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