Home based customer service agents

June 4th, 2007 by Brad Wolansky, Director E-Commerce, The Orvis Company
Posted in @Shop.org

Orvis services telephone, chat, and e-mail from our Orvis Service Center in Roanoke.  We are committed to keeping it domestically and within our direct control and core competancy.

However, we’d like to explore testing home-based agents to add to the labor pool. 

Is anyone doing this who I could talk to about experiences/best practices, etc.?  

 Additionally, does anyone have any resources (white papers, etc.) I could reference on the topic?  

Tags: Retail Thoughts

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One Comment on “Home based customer service agents”

1. David Thiel Says:
   
   June 6th, 2007 at 7:34 pm

   Brad,

   The most famous example (that I can think of) of home based customer service agents is JetBlue. They use moms in Utah quite extensively.

   A quick google of “jetblue call center” yields lots of links on the subject.

   I hope that helps!

   –David

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