McDonald's New Call Centre To Boost Sales

17 MARCH 2009 - BUSINESS TIMES

MCDONALD's Malaysia expects its delivery service business to jump 40 per cent this year as its new call centre can handle more orders, said managing director Azmir Jaafar.

The new centre can take in about 70,000 calls per day compared with about 20,000 now.

In 2008, McDonald's Malaysia's delivery business was worth about RM68 million or 8.5 per cent of about RM800 million in total sales.

"As our restaurants become more efficient in taking and delivering orders and with our new call centre, we expect to see this delivery business growing," said Azmir.



He spoke to reporters after signing a partnership agreement with Tele Dynamics Sdn Bhd for the new call centre in Kuala Lumpur yesterday.

Tele Dynamics chief executive officer Takashi Watanabe said the company spent RM2 million on the call centre.

Azmir said McDonald's Malaysia will invest RM80 million this year to open between 15 and 20 new restaurants.

He is still bullish about business as he predicts sales to grow by a slower 15 per cent this year compared with 20 per cent for 2008.

"We will continue to come up with innovative and appealing ways to stimulate consumer spending," said Azmir, referring to the recent success of its RM5.95 lunch value meal.

He said the RM5.95 offer accounted for more than half of sales in the last few weeks and "even our competitors have tried to copy this".

The second phase of the lunch deal will be extended to the weekends and public holidays.

McDonald's Malaysia is also working on allowing customers to order and pay online.