Sunday, March 13, 2005

McDonald's Outsourcing Drive-Thru Operators

You just can't make this story up.

McDonald's Corp., the world's largest restaurant chain, is testing the use of remote call centers to handle drive-thru orders in an effort to improve service.

"If you're in L.A. and you hear a person ... with a North Dakota accent taking your order, you'll know what we're up to," McDonald's Chief Executive Officer Jim Skinner said during a presentation to analysts Thursday in New York.
North Dakota accent my ass. If you call up and someone asks you "if you would like fries with that" in an Indian accent then you know that is really happening. Why would you outsource to North Dakota when you can outsource to India? Of course this would raise wonderful moral and ethical questions for those Hindus who don't think we should be grubbing on the cows. If you are working in a call center 10,000 miles away and just taking an order for a double cheese burger is that so wrong?
"You have a professional order taker with strong communications skills whose job is to do nothing but take down orders," said Matthew Paull, the chief financial officer.
A professional order taker? Do you need a college degree for this position? I thought you gave the order taker job to the moron who couldn't handle and of the other positions. What does this say about the American workforce that they can no longer be expected to be able to take down a drive through order correctly? How bad is our education system?

via Seattle PI

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