Industry News | October 13, 2010

Drive-Thru Order Taking Just Got Easier

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Wireless headset communications specialist Quail Digital launched a new system to meet the challenges of the drive-thru sector.

The Q-Pro Series 5 is the first drive-thru system to have done away with the belt pack and cabling to provide a smaller, lightweight but robust headset for order takers, cashiers, and production teams to wear in comfort throughout their shifts.

In another industry first, the Q-Pro Series 5 combines high-quality DECT digital headsets with integral lane timing, customer greetings, and crew prompts.

The system operates on the high-quality 1.88-1.90 GHz frequency band with base station and wireless repeaters to give extended range inside and outside restaurants.

The sound quality and clarity of the new system has been significantly improved with the addition of noise suppression, acoustic echo cancelling, and dynamic compression techniques, cancelling out the ambient noise which can make communication difficult for operative and customer alike. It functions by “reading” noise and recognizing the peaks caused by conversation.

“The latest noise and echo cancelling technologies improves the audio quality between the drive-thru lane and the kitchen, reducing mistakes and inaccuracies and improving efficiency and customer service,” says Tom Downes, CEO of Quail Digital. “Fundamentally, this new system will make the customer experience quicker, easier, and generally more enjoyable. It’s also better for staff, the headsets are comfortable and lightweight, and combined with the full duplex ‘on all the time’ system, operatives are hands free to operate the order system, cash register, and production.”

The system is scalable and flexible; automated messages can be added, such as welcome and holding messages. In addition, the QBuster lane timer software, included within the system, can identify if orders are taking a long time or if lines are building and can notify control so as to move customers to waiting areas, or bring in more staff to serve.

While the system enables all headsets wearers to hear all the messages, a private channel allows staff to communicate instantly between themselves. There is also the facility for staff to call for extra support. The system offers audio level adjustment and removable batteries for recharging.

An additional efficiency improving aspect is that staff do not have to wait at the order taking station but can move about the facility to do other things and will be notified when a customer approaches; staff can start communicating immediately with the customer as they return to their station.

The Message Manager facility lets users record their own customer greetings, promotional messages, and task reminders for staff. Up to 16 messages can be programmed into the system so the installation can be tailored to the outlet’s requirements.

“This system is about as plug and play as you can get, it’s fast and easy to install,” Downes says. “The digital display is simple to use with push button key strokes and easy instructions to menus and settings make installation and set-up straightforward.”

The system has two password levels to keep tampering to a minimum; one for staff on site and one for technical support. For uniformity the software stores the activation settings required by each customer so that their outlets have a uniform set of features and messaging wherever they’re installed.

The Quail Digital Q-Pro 5 system is network compatible. Its ethernet port gives users remote access for programming updates and message downloads. The system will generate automated service requests direct to the service center.

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