Why Phone Orders May Be Costing Your Takeaway More Than You Think

For many restaurant and takeaway businesses, telephone orders continue to play a major role. But while the phone may feel familiar and personal, it often comes with hidden costs and inefficiencies.

From missed calls and wasted labour to refunds and no-shows, traditional phone ordering is full of hidden costs. In this post, we’ll break down those costs and explore a smarter alternative that doesn’t sacrifice customer experience.

The Hidden Costs of Traditional Phone Orders

Phone orders create several operational challenges that are easy to overlook:

• No screening or time control

  Customers can call at any time, even when you're closed, understaffed, or busy frying. As many readers will be well aware, the phone doesn’t know if you're offline or overwhelmed.

• Errors and miscommunications

  Noisy kitchens, poor lines and rushed conversations lead to mistakes, missed items, and unhappy customers.

• No order trail or payment security

  There’s no easy way to verify the order or reissue it if something goes wrong. Issues with phone orders can quickly descend into your word against your customer’s.

• Manual payments

  With no pre-payment, it is easy to forget to take payment and no-shows are an unfortunate, costly reality.

• Staff time drain

  Each call ties up team members for 2-5 minutes, right when they’re needed elsewhere.

• Not future-proof

  Many modern customers expect convenience - they want loyalty points, one tap payments and live updates. The phone can’t offer these.

One Line, One Caller – How Many Lost Orders?

Here’s the killer: you only have one phone line.

That means:

• One customer at a time gets through

• Other customers may hear a busy tone

• After an attempt or two, customers are likely to give up and order elsewhere

  
  

This isn’t a one-off. During peak hours, it could be happening dozens of times a week, adding up to thousands in missed orders each year.

The Financial Impact of Manual Phone Orders

Here’s what this looks like in real numbers, based on a typical shop taking 150+ calls a week:

Issue	Estimated Annual Cost
Staff time on phone (7.5 hrs/week @ £12.50/hr)	£4875
Missed payments (3/week @ £25/order)	£3,900
Refunds from kitchen errors (1/week @ £25/order)	£1300
Total avoidable losses	£10,075/year

And that’s before you even consider the growth you’re missing out on. Compared to phone orderers, customers who order online will:

• Spend more

• Order more often

• Make fewer mistakes

• Pay up front

Introducing Our Call Diversion Service

So how do you modernise your phone system without alienating customers who still want to call?

That’s exactly the question that the Order Digital Call Diversion Service was designed to answer.

How It Works:

• We assign you a new number to use on your Google Business Profile. This is how customers typically locate your phone number.

• When someone calls, they hear a message offering two simple options:

  
  

  1. Get a text link to your online ordering site (with loyalty, offers, and faster service). A real example below:

     
     

     Thanks for calling Phillips Fish & Chips - Little Hulton

     ❤️ Get 10% OFF your first order with code FIRST10

     See here ➜ https://www.phillipsfishandchips.online

     ✅ Plus, enjoy our Lowest Prices when you order direct!

     Offer available exclusively on our app. Terms apply — see website for details.

     
     

  2. Press a number to speak to the shop if they really need to. This will route the call to your existing landline number.

Why It Works:

• Customer-friendly

  Unlike annoying call menus, this gives customers. a clear choice. The human touch remains.

• No more missed orders

  Busy tones become a thing of the past. Every call is answered, even during your busiest hours.

• You maintain control

  Keep your existing landline number while nudging traffic toward smarter, more profitable ordering. Suppliers and older customers can still call as usual.

• Cost Efficient

  Get started from as little as £2.50 per week - a small cost that can unlock major savings. Some of our packages even include Call Diversion for free!

Want to See It in Action?

Your phone line isn’t just old-fashioned - it’s costing you real money. The Order Digital Call Diversion Service helps you reduce mistakes, reclaim staff time, and boost revenue without losing the personal connection that matters.

You can test our Call Diversion System live:

call 07401 134550 and press 2 to connect to the shop.

Talk to us about setting up an ordering system that works for you: simply fill in the form below and we will be in touch.