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April 1, 2005

USA: McDonald’s tests use of remote call centres for drive-throughs

McDonald's is testing the use of remote call centres to handle drive-through orders, to reduce the number of mistakes at the window.

McDonald’s is testing the use of remote call centres to handle drive-through orders, to reduce the number of mistakes at the window.

A small number of restaurants in the northwestern United States are taking part in the pilot project, in which professional order-takers with strong communications skills will do nothing but take down orders. This is supposed to lead to more rapid order processing and permit employees to focus on delivering better customer service.

The world’s largest fastfood chain is trying to bring down the number of complaints about their drive-through service, which it acknowledges is a “heavy percentage” of all complaints received.

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