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Author: Michael Dutton
Title: Director Client Services
Link:
" Higher capacity. Faster service. Consistent quality as guest demand increased."
Name:
Title:
What iQor Delivered
85%
Phone SLA, 5 Points Above Goal
+30%
Chats Closed
92%+
Live-Interaction QA
Challenge
Managing Growing Guest Demand Without Sacrificing Service
A leading U.S. quick-service restaurant faced a surge in customer inquiries by phone and chat. As guest demand increased, fast, reliable support became more important, especially while the organization worked to improve response times without compromising service quality.
The challenge went beyond higher contact volumes. Because chat was still a relatively new support channel, the organization needed stronger forecasting, staffing alignment, and performance management to ensure consistent service across every customer interaction.
The client needed a partner that could:
Improve response times and service levels across channels
Manage increasing phone and chat volumes efficiently
Strengthen workforce forecasting and staffing
Maintain consistent quality across live interactions
Scale customer support operations as demand grew
Solution
Strengthening Multichannel Performance Through Operational Excellence
iQor helped the client optimize customer care operations through real-time performance management, workforce alignment, targeted coaching, and continuous improvement.
The approach improved service speed, expanded chat capacity, and maintained interaction quality while ensuring staffing and resources kept pace with growing guest demand.
Key Capabilities Delivered
Phone Performance Optimization
Improved service levels and reduced average handle time while supporting higher call volumes.
Chat Capacity & Efficiency
Expanded chat handling capacity and improved average contact time to support growing digital demand.
Quality Assurance & Coaching
Maintained strong live-interaction quality through targeted coaching, performance monitoring, and continuous improvement.
Workforce Planning & Alignment
Strengthened forecasting and staffing strategies to support chat growth and maintain service consistency.
Measurable Business Impact
85%
Phone SLA, 5 Percentage Points Above Goal
361 sec
Phone AHT, 5% Faster with 2.3% More Calls Handled
+30%
Increase in Chats Closed, with ACT 16% Better Than Target
92%+
Live-Interaction QA, Consistently Above Target
Ready to Deliver Better Restaurant CX at Scale?
See how iQor helps restaurant brands improve service performance, manage rising guest demand, and deliver consistent customer experiences across every channel.