Taco Bueno Responds

A few days ago, I reported my suspicion that Taco Bueno was outsourcing their drive through to India. While I had done quite a bit of research to determine if the call center was indeed in India, I could not completely verify my hunch. To that end, I sent a note to Taco Bueno asking them where their call center was located.

Here is the Reply I received.

Steven,

Thank you for your inquiry of the location of the call center. The call center is a test and has been in place for just a few months. I have read your website and the responses. Our intention is not to deprive the hard working citizens of the Tulsa community employment, but to find a solution to a lack of applicants willing to work in the quick service environment. In similarity to many companies, we are seeking a way to keep the consumer happy. The call center is a test to see if it can be a solution by having someone full-time, 100% dedicated, to just taking drive-thru orders. It is a response to guests' needs, but if it fails to help, we will discontinue. We have been listening to feedback for years from our guests about being shorthanded, having long waits, and inaccurate orders. We are striving to be premier and progressive in response to those needs. The comments are heard and will be top of mind as we pursue a solution. We will also be sensitive to the morale of our team. Our people is our greatest asset and will be the the biggest part of any solution we reach.

On a personal note, I understand the skepticism. With folks hungry for employment, outsourcing is the last thing a company should do. It should be noted, however, we have not had to terminate anyone for lack of hours. In fact, now that the drive thru order taking is a no longer a multi-task function, it has generated an increase in sales compared to control in the Tulsa market. Also, to note, we also have another test in place that is further enhancing the ability to apply for employment and receive more applicants. It helps ensure we have a higher quality candidate and enables us to find positions for them in other locations as well. The call center is not a decision based on economics, but rather to help expedite our drive thrus. We will keep a watchful eye on this test and keep comments such as yours in the forefront.

Thank you again for taking the time to voice your concern. I would enjoy the opportunity to meet you to discuss further. Please let me know if you are available.

Brian Aga
Taco Bueno
Director of Operations Oklahoma
972-XXX-XXXX ext. XXXX

Interestingly enough, my note to Bueno did not hint that I thought it was in India, nor did I mention my previous post. Either Mr. Aga did his research or Bueno does a good job of trolling the Blogsphere (or a bit of both). Also, notice that he did not directly answer my question. I'll assume that my suspicion was correct, and that it is indeed in India.


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