TMCnet News
Bronco Communications Launches McDonald’s Drive-Thru Call CenterSanta Maria, California (January 13, 2005) - All of us, at one time or another, have been served at McDonald’s by ordering food at their Drive-Thru window. What you may not realize is that for the last three months in Santa Maria, the person you ordered from was not in the McDonald’s restaurant, but instead was in the Bronco Communications Call Center a few miles away on Skyway Drive. This new business is the brain-child of the company’s three founders, namely Ted Maddux, Doug King, and Dr. Jon Anton. Ted is the owner of 10 McDonald’s restaurants in the Santa Maria area, and Bronco’s first customer. Doug King is the President and CEO of Bronco, and the communications designer who makes it possible for your voice at the Drive-Thru window to be transmitted through the Internet to the Bronco Call Center where you receive great customer service. Dr. Jon is a professional call center architect who was instrumental in ensuring that the Bronco Call Center would offer world-class service from its first call. The Bronco Call Center is a perfect example of a complete Voice Over the Internet (VOIP) call center. There are currently 50 seats in the Bronco Call Center. The Center recently received the “Center of Excellence” Award for innovative call center design and implementation. The Award is the end goal of a certification process conducted by BenchmarkPortal using the best practice database developed in conjunction with the Purdue University Center for Customer-Driven Quality. On December 31st, the Bronco Call Center took its 150,000th order – a new milestone. In addition to the successful launch in Santa Maria, Bronco recently demonstrated their new service to the owner-operators of the Santa Barbara and Arroyo Grande McDonald’s restaurants with very positive results. The expansion possibilities are mind boggling in that there are some 13,000 McDonald’s restaurants in the United States alone. And that’s not all. This inventive threesome also announced that in a matter of weeks they will demonstrate their first Kiosk for Ted’s McDonald’s restaurants. You will be able to simply use your credit card at the Kiosk, and then talk to the Bronco Call Center to place your order through a speaker-phone buried in the Kiosk. When finished, the Kiosk prints out a receipt, which you take to the counter to pick-up your order. The Kiosk capability will be especially important at airport-based McDonald’s restaurants where everyone has a credit card and is in a rush to catch an airplane knowing that most airlines do not serve meals anymore. Bringing your own food on board has become a survival-must for almost all flights in the U.S. The goal of the Bronco Call Center is to make the ordering experience at McDonald’s quick and enjoyable. The Call Center agents actually have time to greet the customer and personalize the order, yet complete the order in record time. The Bronco agents specialize in providing excellent service to all customers, any of whom might be ordering at the Drive-Thru window at any of Ted’s restaurants in Santa Maria at any time of the day or evening. Santa Maria is a perfect location for the Bronco Call Center. This central California city has a broad base of talented people and many are bilingual – a big plus. The Bronco Call Center employs full and part-time agents from all walks of life and of all ages (teenagers to retirees). Working in a McDonald’s restaurant is a much different experience than sitting quietly in your own cubicle with a headphone, talking to customers who are placing their orders from miles away. For more information about this unique call center application, contact: Doug King President Bronco Communications, Inc. 2318 Skyway Drive Santa Maria, CA 93455 Phone: (805) 925-6899 Email: [email protected] |