From fast food to faster food

When Jairo Moncada pulled up to the drive-through at Wendy’s in Burbank, Calif., for his usual cheeseburger, fries, and soda, he knew things looked different. There was an extra lane. But the 25-year-old could not see the biggest change: The woman taking his lunch order was sitting 3,000 miles away at a computer terminal in Nashua, and fielding calls from Wendy’s customers at drive-throughs as far away as Florida and Washington, D.C. “I had absolutely no idea I was talking to someone in New Hampshire,” Moncada said. “Our order was ready at the window. It was really quick.” It took a total of 66 seconds.

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