Alternatives to Offshoring
JetBlue has figured out how to please critics of offshoring–and company cost-cutters. Let call-center employees work at home.
Pick up the phone to book a flight with JetBlue and you might reach Margo Canaan at her rented home in Salt Lake City. While the single mother helps fliers pick their seats, her five children, ages 4 to 16, occasionally sit in the same bedroom-office doing homework. They know to keep quiet so Mom can do her work. Her uniform: everyday clothes, plus a pair of fluffy white-and-blue slippers shaped like airplanes.Canaan is one of 700 reservation phone agents for discount carrier JetBlue who don’t work in some telephone warehouse in New Mexico or in an office in Bangalore, India. They instead work out of their homes in America, their company computers wired into JetBlue’s reservation system.
via Business Pundit.
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