Fast food call centers begin to emerge

It wasn't that long ago that we first noticed fast food call centers would begin utilizing call recording solutions in their contact centers to improve order taking accuracy and customer service (I believe it was Wendy's). Another story crossed my desk today, this time detailing how a Pizza franchise has differentiated itself by routing all calls for all 41 locations to its' 800#, where 120 call center agents handle the orders, create accounts, and route the orders to each location.

Read the entire Pizza Chain Call Center article here

Read more related stories:

- The Long Distance Journey of a Fast Food Order

- Faster Food: A Call Center Transforms Drive-Through Service

- Call Centers Make Fast Food Faster

Netflix contact center stresses personal touch

I actually found two articles related to Netflix's customer service operation. The gist is that they have removed email-based customer service and are pushing customers to call and talk to a human. This is designed to differentiate them from competitor Blockbuster.com

Here is a excerpt from the International Herald Tribune: Netflix set up in Oregon, avoiding other lower-cost places in the United States and overseas, because it believed that the Oregonians would present a friendlier voice to its customers. Then last month, Netflix took an unusual step for a Web-based company: it eliminated e-mail based customer service inquiries. Now all questions, complaints and suggestions go to the call center, which is open 24 hours every day of the week. The company's toll-free number, previously buried on the Web site, is now prominently displayed on the "help" page. Let's hope this trend continues!

...read the full article here

You can also choose to read about this Netflix story and comment on Slashdot.com

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