When a customer drives up to the speaker at some McDonald's drive-throughs, their order is placed with an employee located in a distant call center. The order, along with a photograph taken to match the customer with the order, is then instantly displayed on a video screen in the food preparation area of the restaurant where the order was placed. In these McDonald's test sites, the drive-through turnaround time improved by 20 seconds and orders contained fewer mistakes.

A. Why has McDonald's opted to utilize call centers for orders?

B. What risks does McDonald's take with call center ordering?

C. Does this change the customer experience?

D. Should McDonald's consider outsourcing order taking rather than maintaining internal call centers?