(Mis)Uses of Technology

by Mike Masnick

Would You Like Fries With That Outsourcing, Part II

from the thank-you,-come-again dept

Last year we wrote about a number of McDonald's franchises that had outsourced their drive through order taking to a call center in Colorado. Customers had no idea the person they were talking to was thousands of miles away, and apparently, the call center operators were more efficient and more accurate. The restaurants liked it, because they could keep employees focused on serving the food. Apparently, the idea has caught the attention of many other retailers and it's suddenly a big trend to outsource this aspect of your business. Some call centers even provide local info to workers, in case a drive through customer asks where the nearest grocery store or gas station is. Of course, for all those who are afraid that these jobs will shift overseas, so far, they tend to stay on US soil, and part of the reason for that is the desire to keep the appearance as if the person is in the store itself.

Reader Comments (rss)

(Flattened / Threaded)

  1. identicon
    pr0vider, Jan 25th, 2005 @ 4:28pm

    No Subject Given

    So; is the operator going to download a hamburger to my cellphone?

    reply to this | link to this | view in thread ]

  2. identicon
    dorpus, Jan 25th, 2005 @ 6:11pm

    Good for California

    How many fast food workers in California speak good English? About 10% of them? Call centers in other states will greatly improve service. In fact, why even stop at fast food? Most restaurants would be much more pleasant if you never have to talk to the waiters/waitresses who don't understand what "water" means.

    reply to this | link to this | view in thread ]

  3. identicon
    nonuser, Jan 25th, 2005 @ 6:17pm

    seems if the speech req software was good enough..

    they could just play prerecorded tapes made by a variety of speakers.

    And incidentally pass the Turing test at the same time

    reply to this | link to this | view in thread ]

  4. identicon
    aNonMooseCowherd, Jan 25th, 2005 @ 9:21pm

    remote Techdirt?

    Is it true that Techdirt operations have been outsourced to a Dorpus in a distant galaxy?

    reply to this | link to this | view in thread ]

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