Chain Outsources Drive-Through Orders

UPDATED: 10:52 am EST January 27, 2009

CHARLOTTE, N.C. — A fast-food giant is trying to determine whether its easier to place your drive-through order with someone around the world instead of around the corner.
Jack in the Box Inc. has been testing a program in some Charlotte-area restaurants that outsources order-taking to a call center elsewhere.
Company spokeswoman Kathleen Anthony told the Charlotte Observer that the technology is intended to improve speed, accuracy and service.

The San Diego-based restaurant chain hopes the process will free up on-site employees to process orders, accept payment and address other needs.
Anthony said the orders are routed to a Texas call center operated by Bronco Communications, and she said some orders may be routed outside of the country.


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