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McDonald's testing at-home order-takers
August 19, 2009
Remote order takers for the drive-thru are not new in the quick-service restaurant industry. McDonald's, Wendy's and, most recently, Jack in the Box have made use of centralized call centers to take customer orders in order to free up in-store staff for other tasks.
Instead of call centers, however, McDonald's is now testing using home workers in rural states like North Dakota and Montana, according to a story in The Courier-Journal in Louisville, Ky. A McDonald's in Sellersburg, Ind., is among about 100 stores nationwide testing the idea. John Yelenosky, manager of 30 corporate-owned McDonald's in Kentucky and Indiana, including the Sellersburg location, likes the method.
From The Courier-Journal:
"While in-store order takers have to operate cash registers and deal with kitchen noises, off-site order takers 'can sit in a very quiet atmosphere and focus on the customer and getting the order right,' Yelenosky said."
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