Narayan AmmachchiLow-cost airliner JetBlue has launched its second US call center in Orlando, promising to generate around 500 jobs over the next five years. The Orlando facility will offer service in both English and Spanish, and will complement the airline’s main contact center in Salt Lake City.A large majority of JetBlue customer care agents work from home, with leadership, support desk and training centrally located at JetBlue University.
“We may be New York’s Hometown Airline, but Orlando is our ‘home away from home’,” said Dave Barger, president and chief executive officer of JetBlue Airways. “Orlando is home to our state-of-the-art training facility, JetBlue University, so it is only fitting to have our second contact center housed here.”
The first batch of 25 agents have already completed training and began taking customer calls on November 3, stated the company in a press release.
The airliner says its home-based model has worked extremely well in its Salt Lake City contact center and brought down the cost of customer care service. “We will use a similar approach in Orlando,” JetBlue stated.
The Salt Lake City center houses 200 in-house members and more than 1,800 work-from-home agents, handling all telephone calls and providing 24/7 customer support via social media and email.
The Orlando center will handle bilingual sales and service, and provide additional support during peak hours of operation. JetBlue provides home-based agents, who must reside within a 60-mile radius of the call center, with tools necessary for their jobs including a phone, computer and monitor.
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