How Much Time Are Phone Calls Costing Your Restaurant?

Running a restaurant comes with a whirlwind of responsibilities—managing staff, overseeing operations, and making sure customers are happy. But how much of your time, or your staff’s time, is being spent on answering phone calls? And more importantly, how much efficiency is being lost in the process?

I can tell you firsthand that phone calls, though essential, can be a hidden drain on resources. The good news? There are smarter ways to handle it now, without sacrificing the quality of service. Let’s dig into how much time phone calls are really costing you and explore solutions that can streamline this aspect of your restaurant’s operations.

The Time Sink of Traditional Phone Calls

Answering phone calls, whether it’s for reservations, inquiries, or orders, may seem like a minor task. But when you look at the data, it tells a different story. According to industry research, the average restaurant receives around 20-50 calls per day call takes around 3-5 minutes, you’re looking at anywhere between 60 to 250 minutes spent answering phones each day.

In my own experience running restaurants, there were days where the phones didn’t stop ringing during peak hours. Staff would have to drop everything to take the call, often leading to disruptions in the kitchen, slowdowns on the floor, and worse, poor customer service for diners already in the restaurant.

Hidden Costs of Missed Calls

What’s even more concerning is the revenue lost from missed calls. Studies show that up to 62% of customers will not call back if their call goes unanswered. For a  restaurant that receives an average of 30 calls a day, that’s potentially 18 lost orders or reservations over a week—money you can’t afford to leave on the table.

Anecdotally, I’ve noticed that missed calls almost always happen during the busiest times, when my staff is stretched thin. And ironically, that’s when those reservations or orders matter most to manage the flow and profitability of service.

The Impact on Customer Experience

Let’s face it, phone calls can slow down operations. When staff are busy juggling orders, attending to guests, and preparing food, having to stop to answer the phone can create bottlenecks. These interruptions can lead to frustrated staff and poor service for the customers who are physically in the restaurant.

I remember one particular busy Friday night when visiting one of our client’s restaurants, the phone just wouldn’t stop ringing. Every time one of his staff picked up the phone, it delayed the kitchen by just enough that customers at tables started noticing slower service. It became clear that this wasn’t just an inconvenience; it was impacting the overall guest experience.

Why Automating Phone Systems Makes Sense

Now, I’m not suggesting we ditch phone calls altogether—some customers still prefer the personal touch. But there are smarter ways to manage the flow without tying up staff. Automating your phone system with an AI-powered solution can handle the bulk of inquiries and orders, freeing up your team to focus on what matters: delivering great service.

This is where solutions like CERTUS AI (certus-ai.com) can come into play. By automating your phone lines, you can handle reservations, take orders, and even manage inquiries without the need for human intervention. Plus, AI systems work 24/7, so no more missed calls during busy hours or after you’ve closed.

Efficiency Gains and Cost Savings

Using AI-driven phone systems can reduce the time spent on calls by up to 80% . In addition to e, automating phone systems can help lower labor costs, as staff won’t need to be tied to the phone. This frees them up to focus on high-impact tasks like upselling or providing excellent customer service to in-house diners.

For restaurants dealing with high call volumes, investing in an AI solution could not only save time but also improve efficiency across the board. In my own experience, once I implemented an automated system, the difference was noticeable almost immediately: fewer interruptions, more streamlined operations, and an overall improvement in service speed.

How to Get Started: Practical Steps

If you’re looking to make the switch and streamline your phone operations, here are some practical steps:

1. Evaluate Your Current Call Volume

Start by tracking how many calls your restaurant gets each day, and during what hours. This will help you understand the scope of the problem and whether automation could help you reclaim valuable time.

2. Research AI Phone Solutions

Look for AI systems specifically designed for the restaurant industry. Solutions like CERTUS AI offer customizable features that can handle everything from order-taking to reservations.

3. Consider a Hybrid Approach

If you’re not ready to fully automate, consider using AI to handle routine calls, such as reservations or inquiries, while leaving more complex or personalized tasks for your staff.

Final Thoughts: Balance Is Key

It’s important to strike a balance between technology and the human touch. The goal is to let technology work for you, so your staff can focus on what they do best—creating a memorable dining experience.

At the end of the day, improving phone call efficiency is just one of many ways to stay competitive in an increasingly crowded market.

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