Outsourcing to Nebraska
17 May 2004 in Employee Relationship, Productivity by GarrickSending those jobs to India would cut the costs even more, to maybe $10 an hour in wages and overhead. But JetBlue thinks the better service from home agents offsets that price advantage, notwithstanding the occasional barking dog in the background.
His [David Neeleman, the discount carrier's chief] motivation was mainly to make agents happy, the theory being that happy workers sound better on the phone than morose ones.
Some of the clients we’ve worked with have call centers in North Dakota handling their customer inquiries and concerns. The exerpts above are from The Slipper Solution at Forbes.com outlines discount air maverick JetBlue’s call-center strategy – call-center employees work from home.
First, cost-cutting eventually cuts service quality and brand reputation. Two things JetBlue should be averse to compromising. Secondly, happy employees make for happy customers. The relationship front-line employees have with customers is reflective of the employer-employee relationship. That’s why Working Pathway’s focuses on improving the employee experience.
Add a Comment
Related Entries
- Faster Big Macs Through Outsourcing
- RE: Starbucks Might Be Helping, Not Hurting, Independent Coffee Shops
- Many Conversations Converge
- Exchanging Petroleum’s Problems for Ethanol’s
- Amazing Race 8 – Episode 10
