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  1. #1
    Atomic Punk onefootoutthedoor's Avatar
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    McDonalds is Outsourcing Drive-Thru?

    This is just plain crazy!

    Pasted from USA Today:

    McDonald's may outsource drive-thru order-taking
    LOS ANGELES (Reuters) — McDonald's (MCD) wants to outsource your neighborhood drive-thru.
    The world's largest fast-food chain said Thursday that it is looking into using remote call centers to take customer orders in an effort to improve service at its drive-thrus.

    Company officials said the idea, being tested at a small number of restaurants in the Pacific Northwest, is aimed at reducing the number of mistakes.

    "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 Jim Skinner told analysts at the Bear Stearns Retail, Restaurants & Apparel Conference in New York.

    Call center professionals with "very strong communication skills" could help boost order accuracy and ultimately speed up the time it takes customers to get in and out of the drive-thrus, the company said.

    "You have a professional order taker with strong communications skills whose job is to do nothing but take down orders," said Matthew Paull, McDonald's chief financial officer.

    Paull said a "heavy percentage" of complaints the company receives are from drive-thru customers who got the wrong order.

    "Even if 95% of the time it is right, those 5% are very upset with us," he said.

    McDonald's spokeswoman Anna Rozenich said Friday that it is too early to say whether the outsourcing strategy would be implemented systemwide.

    Improving its drive-thrus is one of the latest initiatives in McDonald's more than two-year-long effort to revitalize sales. The company's flagship U.S. business has benefited in the last year from the introduction of healthier menu items like entree-size salads and apple slices, later hours and cashless payments.

    McDonald's European business, however, has lagged behind the United States in part due to economic weakness in places like Germany.

    Paull said the company is making the right moves in Europe by introducing new menu items and focusing on lower-priced offerings, but warned that a turnaround would not be as strong as the one the company has experienced in the United States.

    "It's unrealistic to expect that a turnaround in Europe will be as dramatic as in the U.S.," Paull said.

    Contributing: Associated Press
    [SIGPIC][/SIGPIC]

  2. #2
    Good Enough Wolfgang Slinger's Avatar
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    03.03.17 @ 11:34 AM
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    Well, there goes three-quaters of their business.

  3. #3
    Good Enough LittleGuitars99's Avatar
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    12.23.05 @ 12:07 PM
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    It looks like everyone is outsourcing nowadays, small, big dosen't matter what size of the company, it seems to be the trend.

  4. #4
    Atomic Punk ZeoBandit's Avatar
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    12.12.17 @ 06:17 AM
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    This is rediculous. If they get people who speak english to run the drive thrus, you'll find that there will be fewer mistakes.
    "What we are dealing with here, is a complete lack of respect for the law" - Jackie Gleason, Smokey and the Bandit

    www.geocaching.com - The site where you are the search engine.

  5. #5
    Sinner's Swing! InTheBeginning's Avatar
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    07.20.17 @ 05:17 PM
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    Would you like a Cherry Squishy?
    A little more volume in the headphones please.

  6. #6
    Good Enough LittleGuitars99's Avatar
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    12.23.05 @ 12:07 PM
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    Quote Originally Posted by ZeoHalen
    This is rediculous. If they get people who speak english to run the drive thrus, you'll find that there will be fewer mistakes.
    Well said. And I`ll take fries with that..

  7. #7
    Sinner's Swing! vh_chick's Avatar
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    This is the dumbest thing I've ever heard. Today, at least!

    Shari
    "Hey, thanks for the bracelet! Was that one for me?" - Michael Anthony to me in the Golden Ring in Grand Rapids, MI July 9, 2004
    July 9, 2004 - Mike pressed a guitar pick into my hand!
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    "Hey! What's up!?" - Mikey, upon recognizing me in the Golden Ring in Chicago after getting his second bracelet, July 21, 2004
    "What is uuuuuuuuuup!!!???" - Mike to me in Detroit, May 12th, 2005, after receiving third bracelet.
    "You found me again!" - Mike to me in Detroit, Nov. 2, 2007

  8. #8
    Niners Fan! SactoFan's Avatar
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    Quote Originally Posted by ZeoHalen
    This is rediculous. If they get people who speak english to run the drive thrus, you'll find that there will be fewer mistakes.
    That's the bottom line...

    And beter training wouldn't hurt...I've seen kids on the register who CLEARLY were rushed into the job...
    Can't stop...addicted to the shindig...

  9. #9
    On Fire Blount5150's Avatar
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    07.27.11 @ 07:16 PM
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    Quote Originally Posted by ZeoHalen
    This is rediculous. If they get people who speak english to run the drive thrus, you'll find that there will be fewer mistakes.
    But where are you going to find people who will take $5.15 an hour and provide excellent customer service, have enough intelligence to do their job the correct way, and actually give a rip about their job...not gonna happen.

    We want to complain about the people that do these jobs, but the people doing the complaining aren't going to do those jobs either...that's why our menial jobs have been outsourced...to other countries.

  10. #10
    Good Enough
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    10.03.17 @ 11:49 PM
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    Quote Originally Posted by Blount5150
    But where are you going to find people who will take $5.15 an hour and provide excellent customer service, have enough intelligence to do their job the correct way, and actually give a rip about their job..
    In the Eddie Murphy movie "coming to america"..
    -nobody rules these streets at night but me-

  11. #11
    On Fire Blount5150's Avatar
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    Quote Originally Posted by atomic_punk
    In the Eddie Murphy movie "coming to america"..
    I forgot about that one! Excellent point.

  12. #12
    Atomic Punk Raldo's Avatar
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    12.12.17 @ 02:44 AM
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    Just another way for a company to use cheap labor. Are there that many complaints from people using the drive-thru?

    How about a better speaker-system so people at both ends can understand each other and not sound like the teacher from "Peanuts".
    Remember the Heroes - 9/11/01

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  13. #13
    On Fire DirtyWaterDoggie's Avatar
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    12.12.17 @ 05:10 AM
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    Can you imagine going to Mikey D's with a car full of screaming kids and the phone line to the "outsourced order taker" goes out in the middle of the order, and you actually have to get the attention of someone inside! Or the network craps out after your order is taken, and it is stuck in Buttf@#&, North Dakota. You pull up to the window, and mister/miss helpful has no idea what you are doing there.

    That's progress. They think they have some problems and complaints now.

  14. #14
    Atomic Punk TheresOnlyOneWay's Avatar
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    11.30.17 @ 11:15 AM
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    Luckily, I don't eat at McDonalds.
    Sammy did the impossible. He made Van Halen better. Deal with it.
    Michael did the impossible. He made Van Halen better. Deal with it.
    --------------------------
    IAMA I am a stage hand for big mainstream artists. (self.IAmA)

    Q: who was the biggest douche that you have worked with?

    A: Eddie Van Halen hands down he threatened all the stage hands that if we wernt all pushed to the side when he got off stage that he would "bash our faces in"

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  15. #15
    Casting Shade
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    05.04.08 @ 05:05 PM
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    That doesn't sound like a bad idea as long as they don't outsource to India like every other company. Nothing chaps my ass more then when I call a company like Dell and get stuck on the phone with some Indian and I've got no clue what they're saying. Also, if this plan wouldn't increase prices at McDonalds, than there is no downside to it.
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