Outsourcing the drive-thru

Marketplace Staff Dec 4, 2006
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Outsourcing the drive-thru

Marketplace Staff Dec 4, 2006
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TEXT OF STORY

MARK AUSTIN THOMAS: Customers at drive-throughs at some Wendy’s across the country might be surprised to find out just where that voice on the speaker is coming from. Sheryl Rich-Kern reports.


SHERYL RICH-KERN: More than a dozen Wendy’s in four states are using technology to free restaurant staff from the logistics of drive-through orders.

Now, when drivers pull up to those big outdoor menus, their orders are routed to operators at call centers miles away.

Wendy’s is using technology patented by the Massachusetts company Exit 41. Joseph Gagnon is CEO. He says a call center in New Hampshire handles orders from customers as far away as Florida and California.

JOSEPH GAGNON: Today they may process 80 cars in an hour during lunch. With our solution, 120 cars, 140 cars in an hour.

Other chains like Burger King and Panda Express are also experimenting with the technology.

I’m Sheryl Rich-Kern for Marketplace.

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