The New York Times today takes a look inside the world of minimum-wage order takers and the picture isn't pretty (for the order takers, I mean; for the company, it seems to work great). Basically, the experience of working as a long-distance listener is a lot like working in a call center anywhere: low pay, electronic monitoring, and row after row of cubicles. The upside is that you don't need to empty the grease traps the end of your shift, a job that (and I speak from experience) will make you grateful for your current employment, whatever it is.
The system is currently a trial project that serves 40 McDonald's in the US (including Hawaii). When a customer rolls up to the order board, their conversation is actually routed across the Internet to someone working in a California call center. Call center employees are specifically trained to be fast, polite, and to upsell—or, as Joseph Fleischer of Call Center Magazine describes it, "advising the customer on getting more out of the product." The employee then enters the order into a computer, which routes it back over the Internet to the local McDonald's, which assembles the requested items.
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