Tom Friedman's book (The World is Flat) includes the forces that are flattening the world. One that stands out to me is homeshoring. We have a small call center in our department that has equipment and people in cubbies. Office Space cubbies. All expensive, all calls tracked relentlessly by a system that tells us everything we could ever want. Unfortunately, we rarely use the call metrics. Instead we continue to ignore them. The result is a continued 15-20% abandoned call rate, in part due to busy Mondays where we don't have staff to cover the phones.
Why don't we contract for our high demand days on some volume/quality basis to qualified and trained folks who work from home? If Jetblue can do it why can't we?
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