[Yes, it was a very interesting episode. There was one particularly good bit where an Indian call center worker juggled calls for five or so clients simultaneously, using a different accent for each -- including (as I recall) a Deep Southern accent for handling customer calls from some Dixie fast-food outlet. I had no idea that this was almost reality at this point, viz.:]
April 11, 2006
The Long-Distance Journey of a Fast-Food Order
By MATT RICHTEL
SANTA MARIA, Calif. — Like many American teenagers, Julissa Vargas, 17, has a minimum-wage job in the fast-food industry — but hers has an unusual geographic reach.
"Would you like your Coke and orange juice medium or large?" Ms. Vargas said into her headset to an unseen woman who was ordering breakfast from a drive-through line. She did not neglect the small details —"You Must Ask for Condiments," a sign next to her computer terminal instructs — and wished the woman a wonderful day.
What made the $12.08 transaction remarkable was that the customer was not just outside Ms. Vargas's workplace here on California's central coast. She was at a McDonald's in Honolulu. And within a two-minute span Ms. Vargas had also taken orders from drive-through windows in Gulfport, Miss., and Gillette, Wyo.
Ms. Vargas works not in a restaurant but in a busy call center in this town, 150 miles from Los Angeles. She and as many as 35 others take orders remotely from 40 McDonald's outlets around the country. The orders are then sent back to the restaurants by Internet, to be filled a few yards from where they were placed. ...
Ms. Vargas seems unfazed by her job, even though it involves being subjected to constant electronic scrutiny. Software tracks her productivity and speed, and every so often a red box pops up on her screen to test whether she is paying attention. She is expected to click on it within 1.75 seconds. In the break room, a computer screen lets employees know just how many minutes have elapsed since they left their workstations. ...
Carl