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WoW JetBlue Impressed Me

Wed Jan 14, 2004 1:35 pm

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

One more Link

[Edited 2004-01-14 05:39:07]
Did You Ever Think Freedom Could Be this Bad
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RE: WoW JetBlue Impressed Me

Wed Jan 14, 2004 1:43 pm

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.
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RE: WoW JetBlue Impressed Me

Wed Jan 14, 2004 1:52 pm

I just wonder what the starting pay is.....other issues of concern are how is call quality 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
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RE: WoW JetBlue Impressed Me

Thu Jan 15, 2004 11:09 am

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.
I don't have a microwave, but I do have a clock that occasionally cooks shit.
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RE: WoW JetBlue Impressed Me

Thu Jan 15, 2004 11:46 am

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.
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RE: WoW JetBlue Impressed Me

Thu Jan 15, 2004 11:51 am

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

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RE: WoW JetBlue Impressed Me

Thu Jan 15, 2004 12:51 pm

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
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RE: WoW JetBlue Impressed Me

Thu Jan 15, 2004 8:16 pm

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...
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RE: WoW JetBlue Impressed Me

Thu Jan 15, 2004 8:39 pm

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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