Next Outsourced Job: Fast Food Order Taker

http://www.cadenhead.org/ ^ | 4 11 06 | Rogers Cadenhead

[freepatriot32]

McDonald's has begun outsourcing drive-through orders in 40 of its restaurants, using 125 workers at a call center in California and submitting orders back over the Internet.

The process saves "seconds" on each order. Workers make $6.75 an hour, get no health benefits and handle up to 95 orders an hour in a job that sounds like a workplace massacre in the making:

Ms. Vargas seems unfazed by her job, even though it involves being subjected to constant electronic scrutiny. Software tracks her productivity and speed, and every so often a red box pops up on her screen to test whether she is paying attention. She is expected to click on it within 1.75 seconds. In the break room, a computer screen lets employees know just how many minutes have elapsed since they left their workstations.

One of the dire predictions of the Lou Dobbs crowd is that Americans will be pushed into low paying service jobs because all of our white-collar work is being sent overseas. But McDonald's could just as easily take those orders from Bangalore, where by one estimate a college-educated call center employee earns $2.40 an hour.

[rarestia]

What... the... fsck? This has to be a joke.

[Corin Stormhands]

If this means they'll finally get my order right, this could be a good thing.

[brytlea]

I don't understand how this can work. They still need someone to fill the orders...or do they fill it in CA and then drop ship it??
susie

[skip_intro]

Why in California?

Mexico needs jobs, I hear.

And they work cheap, too.

[TexasCajun]

What possibly could be worst for these workers?

Living in Mexico maybe?

[jpl]

"Would you like couscous with that?"

[Moose4]

Chances are, the McDrones at the restaurant see the order pop up on a screen and fill it, much the same way they do now. The difference is that you don't have anybody with the headset on actually taking the order; the order goes to the call center.

}:-)4

[TSgt]

"Americans will be pushed into low paying service jobs because all of our white-collar work is being sent overseas."

No, those will be filled by Mexicans.

[red devil 40]

yo quiero papas grande, por favor.......

[orionblamblam]

> They still need someone to fill the orders...

Yup. Note the next time you do a drive-through: someone takes the order, punches it into a computer, and then a second someone fills the order.

The real wonder is why they're going to all this bother. Eventually, and probably not so far away, artificial intelligence or even just punching in the buttons yer own self will replace the pimply teen at the window taking your order.

[discostu]

I heard about this a couple of years a go, they tried it out with some low volume store in Oregon I think, basically piping the drive thru order taking to a different store. Drive thru can be a big man power sink, and since they already have it hooked up to put the order on a display screen for filling and they move it around all over the place for the two window system anyway it's a pretty natural concept to move the order taking elsewhere.

[brytlea]

And so, when they mess it up, I don't have anyone to yell at!
Of course, I don't really yell, but I think about it...
susie

[brytlea]

I've often wondered why they don't just have a keyboard thing and let us all punch in our own orders. Seems like a smarter move than a call center. But then, that's just me. If it's going to be impersonal, at least let me have some fun punching the keys....
susie

[Sender]

Yes I am having your order as a Big Mac
value meal with a Coca Cola and the fries.
But possibly you are not wanting to eat
parts of a cow which is holy?
We are also having a Filet of Fish meal
which does not slaughter cows.
Can I get that for you instead?
Very well then I will submit your
order for Big Mac value meal to
McDonalds in the Philadelphia PA.
I am sorry? You are in the California?
No this is not possible. You must call
back from a McDonalds in California.
No there is no way I can reroute your order.
Please to move your car within 1.75 seconds.

[Kokojmudd]

They'll probably do it with voice recognition software in the future.

[brytlea]

So what happens when there is a technical problem and the line to the call center isn't working? Will anyone in the store have a clue how to take an order?
susie

[appeal2]

First stop California, next stop Bombay, India.

[orionblamblam]

You assume they have that ability *now*. Ever see a McSickness when the computer crashes?

[brytlea]

Probably so. I think we should just all quit eating McDonalds. (I don't like their food, so it's ok with me if everyone else stops eating there and they close! ;) )
susie