I love pizza and other Italian cuisine, so I naturally purchase a lot of food from Vocelli Pizza, a local pizza parlor.  I normally walk acroos the highway and physically place my order.  Recently, however, I have been placing delivery orders with my cellphone.  I have been having late basketball practices, and the dining hall is normally closed when I get out. 

Whenever I place my order over the phone, I always end up having to wait at least three minutes for the person on the other end of the phone to verify the ten percent University of Mary Washington student discount.  I could not understand why I had to wait everytime.  UMW is right across the street from the pizza shop, so why wouldn’t the workers know about the discount.  Whenever I physically go inside the store, the employees immediately uphold the discount.

While I was on hold yesterday, I thought the person taking my order should make a sign next to the phone, stating the discount.  Then the next time I a place an order the employee would not have to ask the manager to verify the discount.  However, when I proposed my idea to the person taking my order, I was informed that she was taking my order from a call center.  I immediately thought of globalization and Indian call centers.  Before she hung up the phone I made sure to ask her where the call center was located.  I was surprised to hear that its location was not over seas, but in Pittsburgh, PA. 

As a result of Vocelli Pizza in-sourcing its delivery orders, I am going to have to be on hold for at least a couple of minutes each time I place a delivery order.  I was on hold for seven minutes last time I placed my order.