Fast Food Drive-Thru Outsourced

It seems that the days of talking to an employee inside a fast food restaurant from your car might be coming to an end, as companies look to outsource their drive-thru systems to call centers.

When Jairo Moncada pulled up to the drive-through at Wendy's in Burbank, Calif., for his usual cheeseburger, fries, and soda, he knew things looked different. There was an extra lane.

But the 25-year-old could not see the biggest change: The woman taking his lunch order was sitting 3,000 miles away at a computer terminal in Nashua, and fielding calls from Wendy's customers at drive-throughs as far away as Florida and Washington, D.C.

While this lets employees concentrate on making food, keeping the restaurant cleaner and dealing with cash, it is a strange realization to find out that the person you are giving your order to is miles away.

via Boston.com

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