Blog JetBlue’s success with the at-home model

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JetBlue’s success with the at-home model

In previous posts, we have discussed how many businesses, including Jet Blue, engage at-home agents for their customer service solutions. JetBlue has been doing this since 1999, and it uses an outside provider to retain and manage its at-home agents. Its success with the model prompted many other businesses to follow suit.

Indeed, JetBlue has experienced many benefits as a result of the model, the most notable being increased productivity. The company saw a 25 percent increase in productivity after launching the model¬†and now consistently uses at-home agents for reservation booking and other functions. Demonstrating the influence of JetBlue’s success, most major airlines now have at-home agents to help customers with booking requests, inquiries, complaints and a range of other aspects of the customer experience.

In September 2013, JetBlue explained in a blog post that more than 1,900 of its 15,000 employees worked from home. Moreover, JetBlue emphasizes that becoming a reservation agent for the company involves four weeks of training, during which individuals become well-versed in the booking system, airline industry regulations, JetBlue policies and customer service. The company prides itself on its customer service, for which it has earned nine consecutive J.D. Power and Associates awards.

JetBlue cites lower overhead costs as well as improved customer service for the reasons it engages at-home employees. People tend to provide the best customer service when they are able to work from home in a familiar office space with few distractions.

To improve your company’s customer service solutions and customer retention, consider working with a onshore customer service contact center that embraces the At-Home Agent business model.