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Even your favorite drive-through could be outsourced
So does the fast-food industry have a user list to discuss outsourcing? If
you wish to discuss this please do not pound the EDI-L list. I just thought
this was an interesting article given the topic and recent discussions on
this list.
http://www.azcentral.com/news/articles/0125fastfood-ON.html
Even your favorite drive-through could be outsourced
Karen Robinson-Jacobs
Dallas Morning News
Jan. 25, 2005 05:10 PM
DALLAS - When customers pull into the drive-through lane at a St. Louis
Hardee's restaurant, they may assume they are speaking with a young,
energetic order taker a few feet away.
The person confirming the order of a Monster Thickburger and Dr Pepper may,
indeed, be energetic and young. But the customer's notion of the employee's
whereabouts would be off - by about 1,800 miles.
As part of a test begun in December, Hardee's is using high-speed
communications equipment and employees in Anaheim, Calif., to instantly
process drive-through orders two time zones away.
Remote order-taking at drive-throughs - the latest trend in restaurant
technology - is part of a broader effort by the industry to migrate some
communication duties from in-store workers to off-site proxies. McDonald's
and Pizza Hut are testing the concept, and Chuck E. Cheese's franchises use
a central call center to book reservations and parties.
"It's a way to streamline the process and make it work better," said Robert
Grimes of consulting company Accuvia.
By using trained specialists, restaurateurs say they can improve service in
regions of the country where language differences and heavy accents can make
communication more challenging.
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