Thursday, June 15, 2006

Call Center homesourcing

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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