Thursday, February 17, 2005

Users Grow Virtual Call Centers

One advantage of using home-based agents is staff retention, JetBlue's G.R. Badger says. Turnover rates at JetBlue are exceptionally low, at 4 percent annually. Agents enjoy the flexibility of working from home, and it shows in their performance, he says. "When agents are happy, revenue is going to go up."

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