Headset systems are often found in environments where speed and accuracy are essential. Call centers, medical offices and, of course, restaurants rely on these systems to communicate effectively with the people on the other end. While this equipment plays a vital role, many businesses continue to use poor performing, outdated equipment that negatively impacts their overall operation. If employees are competing with poor audio clarity and other technical issues it may be time to reconsider and invest into new equipment. While the capital expense may “sting” upfront, it’ll make a measurable, positive, difference in short order. Let’s look at three indicators that it may be time to make the switch.
1. The Sound Quality is Poor
It goes without saying that the most important characteristic of a high performing communication system is its clarity. If headset users are constantly asking customers to repeat themselves, misunderstand the orders coming or cannot overcome the background noise, dated technology or a system that has simply seen “better days” are likely what is to blame. Beyond the vulnerability of submitting incorrect orders, the strain to hear is a frustration shared by the employee and the person out at the drive-thru.
The importance of order accuracy is critical at quick-service restaurants. Without it, you’ll be remaking orders, which is a loss, getting reviewed poorly online or both! New systems, like the HME Nexeo System, minimize your exposure by way of their HD audio and noise cancelling technology. This allows the employees to remain on task and the customers to smoothly articulate what they are looking for.
2. Lagging Communication
Whether it is an all-in-one headset system or an intercom system, some may develop a lag over time. What is seen as a “second here and there” add up quickly. That in of itself is inefficient. Coupled with talking over each other and delayed responses, it takes away from the natural flow of the ordering process and can slow down the entire drive-thru lane. The overlapping of talking causes confusion, awkward pauses and most notably, ordering errors. New headsets are “conversational” and set up for two-way communication. It’s as if you’re talking to someone on your cellphone. Unlike making overseas calls in the early 90’s, there are no delays or awkward pauses noted above.
3. Connectivity and Compatibility Interruptions
One of the common misconceptions about some headset systems is the “wireless” part. While the headsets are wireless, you’re not tethered to anything, the high performing systems still need cable(s) to run in from the speaker and mic enclosure back to the base station mounted on the wall in the drive-thru window area. With that said, there are companies who-will-remain-nameless, that offer Bluetooth connectivity. To make it even more enticing, the price point on these systems is very appealing. Now, if you’re one of those restaurants that is having connectivity issues, my first question would be, “what system do you have?” Unstable connectivity from an audio and vehicle detection standpoint should not be messed with. Cut your losses and get a new, better system ASAP.
Put directly, constant disconnects or limited range will hamper your business until it is rectified. You’ll be forced to either shut your drive-thru lane down from time to time or send your employees out into the parking lot, which is a liability waiting to happen. The new systems are often tied to the cloud so remote troubleshooting can be done and updates can be performed to coordinate with other evolving technologies in the restaurant. This sets you up for long term compatibly.
Summary
With an average of 60-80%+ of revenue going through the drive-thru (at locations that have one), owners and operators should skew their mindset accordingly on where to invest. If this stream is interrupted because of connectivity, delays in communication or poor sound quality you’re essentially turning a blind eye to your main source of location income. Investing in an upgraded headset system solidifies several important criteria of a well-oiled ordering process. Clear communication, check! Order accuracy, check! Streamlined process, check! Undistracted employees, check! And most importantly, satisfied customers, check!
Do you need help making these determinations for your business? Give us a call today at 888-235-2579, email us at info@origindisplays.com or contact us here to speak with a solutions specialist.
