I think that this is very well covered in Brand Autopsy, so I won't say much more here. But let me give you the highlight. He’s outsourced his drive-thru!
Steven Bigari, a McDonald’s franchisee, has dramatically increased the efficiency of his 12 McDonald's by reducing its drive-through order time by 30 seconds to a little more than one-minute per transaction. (That’s well below the McDonald’s drive-through average order time of two-minutes thirty-six seconds.)
Plus, this McDonald’s franchisee has increased the number of cars his drive-throughs handle by 15% from 226 cars per hour to 260 cars.
To achieve such efficiency, Mr. Bigari has done the seemingly radical … he has outsourced his drive-through order taking function to a call center in Colorado Springs.
Yes, he has outsourced order-taking at his McDonald’s to a call center.
In addition to the article in Brand Autopsy, they have several additional links to other articles on the same topic. Raises some interesting questions about having a local experience!
Brand Autopsy: Welcome to McDonald's, may WE take your order?