Jun04

Home based customer service agents

By Brad Wolansky, Director E-Commerce, The Orvis Company | Published: June 4, 2007
1 Comment | This entry was posted in Guest Blog Posts
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?  
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One Comment

  1. David Thiel
    Posted June 6, 2007 at 7:34 pm | Permalink

    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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