McDonald's Drive Thru

Drive-thru window could connect customers to call centers

McDonald's is testing the use of remote call centers to handle drive-thru orders. The company's CEO says, "if you're in LA and you hear a person with a North Dakota accent taking your order, you'll know what we're up to." The world's largest restaurant chain wants to cut down on the number of mistakes at the drive-thru window. The chain's chief financial officer says a "heavy percentage" of complaints come from drive-thru customers who got the wrong order. Call centers would help process orders faster. Company officials say the idea is being tested at a small number of McDonald's in the Pacific Northwest. A spokeswoman says it's too early to say whether the outsourcing strategy will be used systemwide.