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Orders at a Missouri McDonald’s drive-thru go

posted by Jason Kottke   Jul 19, 2004

Orders at a Missouri McDonald’s drive-thru go to a call center in Colorado and then back to the restaurant workers for fulfillment.

Reader comments

vaskaJul 19, 2004 at 11:54AM

Technological achievement or the beginning of the end for even menial jobs in the states? Perhaps neither, but stunning as heck all the while…

StefanJul 19, 2004 at 12:17PM

Totally bizarre, but understandable:

I don’t like drive-throughs. I prefer ordering inside.

On one than one instance, the person taking the order at the counter babbled like a schizophrenic in conversation with himself. He was talking to a customer at the drive-in microphone via a headset.

This is both distracting and really, really rude.

If drive-through order taking can be done off-site, the counter person can deal with the people standing before them more effectively.

markJul 19, 2004 at 1:03PM

I’ll really be worried when the call centers are moved to India…

LarsJul 19, 2004 at 1:06PM

Why not a call center in India? Oh right, the whole hinduism, holy cow issue…

robJul 19, 2004 at 1:57PM

Wasn’t McD’s considering just letting people use a touch-screen menu at some point? That seems like the easiest thing IMHO. Very stunning article, though. Amazing that they don’t have network slowdowns, etc. that would cause that system to breakdown every now and again. Maybe they should switch to this abbreviated ordering system (cockeyed.com).

kirkioJul 19, 2004 at 4:25PM

wow… we can’t even keep the jobs that we get when we can’t get one elsewhere from outsourcing. I just still don’t get how having this call center makes things so much faster? I dont get it.

kirkioJul 19, 2004 at 6:12PM

grr… the ‘mailto:’ in place of ‘http://’ didn’t work so hot.

KarlJul 19, 2004 at 6:34PM

>>Wasn’t McD’s considering just letting people use a touch-screen menu at some point?
Rob, Arby’s tried that a couple of years ago, but promptly yanked out the POS (point of sale) machine because it actually s-l-o-w-e-d down the process. It seemed that average person over 40 couldn’t figure out the machines and/or UI.

kirkioJul 20, 2004 at 8:43AM

Yeah. That is definitely true. Also, the people might not know how to properly put in their order to get what they want. (ie. big mack with nothing on it), you’d have to put in plain, no chese…. you get the point. i just don’t think it’d work. Besides, do I really want to have to punch my own order in?

Val Ann CJul 20, 2004 at 4:08PM

This ain’t nothing.
Picture it. Driving through an unfamiliar city, you speak into your hands-free cell phone: “Nearest McDonalds. Lunch for one.”
The auto-dialer contacts the McDonalds call center. A computer answers and looks up your stored profile based on your cell phone number. It contacts your car’s GPS panel and downloads directions to the nearest McDonalds. It places an order in queue for your preferred lunch, including the no pickles part. It pings your vehicle as you travel.
When you are 3 minutes from the McDonalds pick-up window, it instructs the on-site employees to fulfill your order. They are the first humans to be directly involved with your order. The call center computer bills your VISA.
As you approach the drive-up window, the call center computer authenticates you via GPS, with a back-up video of your license plate. You drive through at 5mph and grab your lunch bag from an extended tray. Bon appetit!

kirkioJul 23, 2004 at 12:12AM

its sad what this world is coming to… i think it’s about time to pull out Our Town and start reading again…

This thread is closed to new comments. Thanks to everyone who responded.