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WoW JetBlue Impressed Me  
User currently offlineRsmith6621a From United States of America, joined Aug 2005, 194 posts, RR: 4
Posted (12 years 4 months 1 week 6 days 20 hours ago) and read 2682 times:

I saw this story on the CBS news tonight and was think WOW a company that does something that makes since......


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[Edited 2004-01-14 05:39:07]

Did You Ever Think Freedom Could Be this Bad
8 replies: All unread, jump to last
User currently offlineSprxflySWA From United States of America, joined Nov 2003, 597 posts, RR: 0
Reply 1, posted (12 years 4 months 1 week 6 days 20 hours ago) and read 2631 times:

I think it is a somewhat good idea. No res center to pay for, etc.
My first thought, though, was all the res folks are kept apart and don't have the chance to "team up" against B6, like to unionize,etc. Not that I am a pro union person, it is just an example.
How often do they have employees "get together" and discuss work situations?
I know it must be good to work from home for many reasons, and it must work well for both sides,otherwise ,they would 86 it.
I am wondering how long all B6 employees will still feel like crewmembers as it is now. I think that is the word they use.

User currently offlineRsmith6621a From United States of America, joined Aug 2005, 194 posts, RR: 4
Reply 2, posted (12 years 4 months 1 week 6 days 20 hours ago) and read 2607 times:

I just wonder what the starting pay is.....other issues of concern are how is call quality monitored....is the PC the employees personal or is it JBU provided.

And...........Is there a service director that they can get a hold of when a problem arises??????

Did You Ever Think Freedom Could Be this Bad
User currently offlineOttoPylit From , joined Dec 1969, posts, RR:
Reply 3, posted (12 years 4 months 1 week 5 days 23 hours ago) and read 2478 times:

Makes sense, its does keep them apart from unionizing, which may be one factor. My question is how are these RES people paid. For instance, I know that in most airline RES centers, you have to be a very punctual person. Every minute of every day is accounted for. If you want to go to the bathroom, the time that you are away from your computer is accounted for. While you are on your lunch break, every minute is accounted for. Late 1 minute to your desk, and you will get a nasty-gram.

So how are these employees time accounted for. Of course you get your bathroom breaks and lunch breaks, but who is to say that you just don't log on and sit around watching Oprah, taking a call here and there. Secondly, if you have a problematic passenger that needs to speak with a supervisor, where are the RES supervisors located? Does that person get transferred across the state to a RES supervisor sitting in their home? It leaves a lot unanswered for time accountability. Oh well, time to give Jetblue a call to ask some personal questions.

User currently offlineMjszanto From United States of America, joined Dec 2003, 205 posts, RR: 0
Reply 4, posted (12 years 4 months 1 week 5 days 22 hours ago) and read 2419 times:

I think the unionization basically is a non-factor, since so many companies have outsourced call center functions. In fact I think most companies have done this. It is impressive that JetBlue actually has managed to be at the vanguard of call centers, even though it isn't their central business, and without resorting to large lower paid centers in India. However, I'm sure if there is ever a point where they can no longer do this more efficiently for whatever reason, they would just outsource it.

User currently offlineAa757first From United States of America, joined Aug 2003, 3350 posts, RR: 7
Reply 5, posted (12 years 4 months 1 week 5 days 22 hours ago) and read 2385 times:

Remember, they don't have to pay for upkeeping of a call center (electric, cleaning, rent/financing, ect.)


User currently offlineLuv2fly From United States of America, joined May 2003, 12341 posts, RR: 45
Reply 6, posted (12 years 4 months 1 week 5 days 21 hours ago) and read 2318 times:
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It always surprises me that anything that JetBlue does that is original and out of the box thinking and doing gets all the nay sayers out in force. Now if it was one there precious majors who tried a res center from home, well it would be the best thing since sliced bread. Think of the cost savings by having these people work from home, no rent for res centers, utilities to be paid, office equipment to buy and rent, and you have to deal with employees driving to and from maybe running late, weather so no one can show up, etc. Here working from home, employees are happy, no commute, work in clothes of your choosing, your never late. Also yes the supervisors can check on them, monitor calls, and call volume you are taking, the technology is there. Also kudos for not outsourcing to India, like DL has done.

You can cut the irony with a knife
User currently offlineRojo From Spain, joined Sep 2000, 2519 posts, RR: 8
Reply 7, posted (12 years 4 months 1 week 5 days 14 hours ago) and read 2207 times:

JetBlue really deserves my admiration for their call center... an impressive way of keeping costs down, with happy people and in the same country were the airline is based.

This reminds me of the call I made last week in the US to get some copies of a certificate I needed and a representative answered me in a terrible english with a kind of Indian or Pakistani accent. It was very difficult for me to understand her and for her to understand me (I guess) that she had to transfer me to her supervisor (that is what she told me) which also spoke with an Indian or Pakistani accent but a lot more understandable... I guess that the call center was based in a far away country from the US but after all, the company was US based. But my rating of that company went down after all the trouble I had and the time I spent in the phone just to get a certificate...

User currently offlineAa777mia From United States of America, joined Aug 2003, 686 posts, RR: 3
Reply 8, posted (12 years 4 months 1 week 5 days 13 hours ago) and read 2175 times:

Keep in mind it lowers costs by not paying for a building for crewmembers to work out of. In addition when the weather is bad, crewmembers can log on in mins to jump in and take overflow calls. They of course would be paid overtime. Also if the call center say was in SLC, and the weather was extremely bad, they do not have to worry about that commute to work....

For those who question pay, I could not comment on Res, but I worked for AA for 13 years, and left AA to go to B6. They pay very well, as much if not more than the majors depending on your depts...

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