- Jun 24, 2007
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When will the madness stop?? 
Burgers via call center? Drive up
Jack in the Box in Charlotte testing process of outsourcing fast-food orders.
That crackling voice taking your order at a fast-food drive-through may come from a lot farther away than the restaurant: Try Texas, or even overseas.
San Diego-based Jack in the Box has tested outsourced drive-through order-taking since mid-2008 at seven of its 30 Charlotte-area restaurants. Spokeswoman Kathleen Anthony declined to specify the locations, though workers at the Cotswold restaurant in Charlotte recently said their restaurant uses the system.
The technology is intended to improve speed, accuracy and service, freeing up restaurant employees to process orders, accept payment and address other needs, Anthony said. The chain has not reduced staffing as a result of the remote order-taking, and the restaurants can turn the system on and off as they wish, she said.
Still, it's piqued curiosity among local customers who have encountered heavy accents with order-takers, then rounded the bend to find different people handing them food.
“I had noticed it (several months ago), but I just thought the person taking the order was somewhere else in the store where we couldn't see them,” said Elizabeth Banks, a Charlotte teacher and mother of three who takes her 15-year-old daughter and her daughter's friends to Jack in the Box for Oreo milkshakes most Friday afternoons. “It never occurred to me they might be out of the country.”
Article Here
Burgers via call center? Drive up
Jack in the Box in Charlotte testing process of outsourcing fast-food orders.
That crackling voice taking your order at a fast-food drive-through may come from a lot farther away than the restaurant: Try Texas, or even overseas.
San Diego-based Jack in the Box has tested outsourced drive-through order-taking since mid-2008 at seven of its 30 Charlotte-area restaurants. Spokeswoman Kathleen Anthony declined to specify the locations, though workers at the Cotswold restaurant in Charlotte recently said their restaurant uses the system.
The technology is intended to improve speed, accuracy and service, freeing up restaurant employees to process orders, accept payment and address other needs, Anthony said. The chain has not reduced staffing as a result of the remote order-taking, and the restaurants can turn the system on and off as they wish, she said.
Still, it's piqued curiosity among local customers who have encountered heavy accents with order-takers, then rounded the bend to find different people handing them food.
“I had noticed it (several months ago), but I just thought the person taking the order was somewhere else in the store where we couldn't see them,” said Elizabeth Banks, a Charlotte teacher and mother of three who takes her 15-year-old daughter and her daughter's friends to Jack in the Box for Oreo milkshakes most Friday afternoons. “It never occurred to me they might be out of the country.”
Article Here
