CINCINNATI Sixteen-unit Wendy's franchisee Miami Management Co. Inc. based here is rolling out to all its restaurants Exit41 Inc.'s Order Perfect remote call center technology for drive-thru order processing. The rollout follows successful pilot tests, the vendor said.
Andover, Mass.-based Exit41's technology enables specialized order processing agents with polished up selling skills housed in centralized, remote call centers to efficiently serve drive-thru customers at multiple restaurants, as well as callers. Among the supporting technologies is Voice over Internet Protocol, or VoIP, which permits restaurant guests to speak to call center personnel across great distances using high-speed Internet or leased connections.
"We are able to create a much better, consistent experience for the customer with improved accuracy, speed, and courtesy, while at the same time increase through-put in our drive-thrus," Miami Management director of operations Brian Fields said.