Restaurant & QSR Support Outsourcing for Better Customer Experience
Outsource your restaurant’s ordering and customer support to SupportZebra. 24/7 coverage, upsell-trained agents, and no long-term contracts required.
QSR & Restaurant Support KPIs
Restaurant & QSR Support Services We Offer
Phone Ordering & Menu Support
- Taking incoming orders for pickup, delivery, or dine-in
- Guiding customers through menu items, bundles, and limited-time offers
- Handling customizations (toppings, sides, substitutions)
- Promoting upsells like drinks, desserts, and combo upgrades
- Confirming order details, pricing, and estimated delivery/pickup times
Order & Delivery Management
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- Verifying order status and estimated delivery windows
- Assisting with address corrections or delivery partner coordination
- Modifying/canceling orders due to delays or user error
- Flagging delivery issues for escalation (missing items, wrong orders)
- Communicating with local branches or kitchens as needed
Loyalty Program & Promo Support
- Enrolling customers into loyalty programs or rewards apps
- Applying promo codes and discount eligibility
- Clarifying points balance, redemption steps, and expiration terms
- Helping troubleshoot app-based reward systems or QR codes
Back Office & Admin Support
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- Tagging and categorizing support tickets (order issue, feedback, technical)
- Maintaining and updating menu information across platforms
- Logging customer complaints and escalating food safety reports
- Providing feedback loops to operations for recurring friction points
POS & Order System Navigation
- Fluent in interfacing with platforms like NCR, Revel, Square for Restaurants
- Managing real-time updates from POS to delivery management systems
- Supporting third-party integrations with Uber Eats, DoorDash, or Grubhub
Omnichannel QSR Support Readiness
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- Available via voice (inbound), chat, SMS, and social media inboxes
- Consistent brand tone — whether calm and professional for upscale dining or fast-paced and cheerful for QSR
- Trained on tools like Talkdesk, Intercom, RingCentral, and menu databases
Why QSR & Restaurant Brands Choose SupportZebra
Fast, Accurate Order Handling
SupportZebra agents are trained to take high-volume phone orders with speed and precision — minimizing errors, confirming details, and maximizing upsell opportunities. This ensures a consistent ordering experience that keeps your customers coming back.
Scalable Coverage for Peak Hours
Whether it’s the lunch rush, weekend dinner surges, or game-day spikes, we can scale up agent support during high-volume times without compromising quality — thanks to elastic scheduling and short ramp-up timelines.
Lower Costs Without Compromising Experience
By outsourcing phone orders and basic customer inquiries, you reduce labor costs at the store level and free up in-store staff to focus on food prep, quality, and service — while maintaining a high standard of CX.
Trained on Your Stack
Our agents are trained on restaurant ordering platforms and delivery systems like NCR, Square, Revel, and integrated apps like Uber Eats and DoorDash. This means less time on onboarding and faster time-to-value.
Secure, PCI-Aware Infrastructure
We understand that phone ordering often involves credit card payments. SupportZebra operates under PCI-DSS Level 1 controls — with encrypted tools, secure voice systems, and strict agent protocols to protect payment information.
Consistent Voice, Familiar Tone
High agent continuity and training mean your customers get a consistent brand voice across every interaction — whether it’s a friendly greeting when ordering a pizza or a calm response to a delivery issue.
Platforms We Know. Tools We Support.
At SupportZebra, we don’t just answer phones — we integrate seamlessly into your existing tech stack. Our QSR support agents are trained across today’s leading point-of-sale systems, order management tools, and communication platforms. That means faster onboarding, minimal disruption, and smoother operations from day one.
Voice, Call Routing & CX Platforms
POS & Ordering Systems
Delivery, Dispatch & Order Management
Loyalty, Promo & Feedback
Communication, Reporting & Support Tools
If a QSR platform isn’t listed, SupportZebra’s training team can create a custom enablement track to reach full production-readiness in 14–30 days, with QA checkpoints and compliance audits built in.
How to Pick the Right QSR Support Call Center in the Philippines
Choosing a BPO partner for your QSR brand is more than just answering phones — it’s about order accuracy, call speed, compliance, and the ability to scale when it matters most. Use this checklist when evaluating Philippine-based call center partners — and see how SupportZebra measures up.
1. Prioritize PCI-DSS Compliance for Order Security
Why it matters: Phone-based ordering involves credit card handling, which exposes brands to PCI liability. Many providers skip certification or rely on vague “compliance-ready” claims. SupportZebra is PCI-DSS Level 1 certified, with secure VDI access, encrypted payment flows, and audit-ready infrastructure — ensuring your guests’ payment info is protected at Fortune 500 standards.
2. Ask About Flexibility During Peak Seasons
Game days, holidays, new promos, or viral TikTok menu items can spike order volume by 40% or more. SupportZebra offers 30- and 90-day pilot programs with surge staffing on demand — so you stay ready during the Super Bowl, Black Friday, or summer promotions without long-term commitments.
3. Look for Industry-Specific Enablement
Your partner should understand the fast-paced nature of QSRs — including call time limits, up-selling best practices, order modifiers, and real-time kitchen coordination. SupportZebra agents are trained on leading POS, ordering, and dispatch platforms, and reach full production readiness in 14–30 days for each brand.
4. Verify Platform Fluency
Agents should arrive ready to work with tools like TMS, Amazon Connect, Toast, Square, Olo, Uber Eats Merchant, and RingCentral. We build role-specific enablement based on your menu stack, ordering logic, and SLA thresholds.
5. Ask About Performance Benchmarks
A great QSR support partner should exceed more than just call volume expectations. SupportZebra consistently delivers:
- Average Handle Time (AHT): < 90 seconds
- Order Accuracy: 99.8%
- Upsell Conversion Rate: 18–25%
- CSAT Scores: 92%+ across voice channels
6. Check for Operational Continuity
Agent churn can mean retraining, lost upsell potential, and frustrated customers. Our employee-first culture results in low turnover, especially critical during peak campaigns and new store launches — giving you dependable voices that know your menu and your customers.
Use these criteria when evaluating any Philippine BPO partner — and see why some of the world’s most loved QSR brands choose SupportZebra.
Frequently Asked Questions – QSR & Restaurant Support Outsourcing
Can you handle phone orders for dine-in, pickup, and delivery?
Yes — SupportZebra agents are trained to process all types of food orders across inbound phone, web, and app-based channels. We confirm guest details, handle modifiers and substitutions, upsell based on promos, and follow your timing protocols for in-store, curbside, and third-party deliveries.
Do you support U.S. time zones and high-traffic hours like dinner rush, weekends, or game nights?
Absolutely. We staff teams across PST, CST, EST, and MST — and offer surge-ready staffing for high-demand times like lunch/dinner rush, Friday nights, Super Bowl Sunday, and holiday weekends. We help reduce in-store pressure during peak hours with consistent, scalable support.
Can your team integrate with our POS or ordering tools?
Yes. Our agents are fluent in major restaurant POS and ordering platforms including NCR Aloha, Square, Toast, Revel, Olo, ChowNow, DoorDash Drive, and TMS. For franchise brands with proprietary tech, we offer customized training and documentation to ensure smooth adoption within 14–30 days.
Is SupportZebra PCI-DSS compliant for handling phone-based card payments?
Yes — SupportZebra is PCI-DSS Level 1 certified. This means your customers’ card data is protected under enterprise-grade controls: encrypted call handling, secure workstations, redacted transcripts, and audit-ready payment workflows — all essential for secure phone ordering.
How do you handle quality assurance and brand voice?
All agents undergo brand-specific training focused on tone, pacing, and customer experience. Our QA team conducts real-time reviews, mystery orders, and sentiment scoring to ensure every interaction aligns with your brand — whether that’s casual and friendly or premium and polished.
What functions can SupportZebra handle beyond basic order-taking?
We support a wide range of Tier 1 and Tier 2 guest services, including:
- Order edits, cancellations, and call-backs
- Promo, gift card, and loyalty program inquiries
- Delivery status and ETA resolution
- Guest complaint intake and routing to stores or franchisees
- Menu updates, seasonal promo scripts, and backend docum
What kind of reporting and analytics do you provide?
We track metrics like Average Handle Time (AHT), Order Accuracy, Upsell Rate, First Call Resolution, and CSAT — and share weekly dashboards to help optimize your operations, staffing, and guest satisfaction.
