Posted on: 13 November 2013 by Mark Howells
JetBlue Airways has opened a new customer contact centre at its JetBlue University in Orlando, FL, to complement its main contact centre in Salt Lake City.
"We may be New York's Hometown Airline, but Orlando is our 'home away from home'," noted Dave Barger, president and chief executive officer, 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 centre housed here. Over the next five years, we will welcome 500 new crewmembers to JetBlue to support our contact centre needs."
The first class of 25 new crewmembers completed training recently and began taking customer calls on 3 November. By 2018, JetBlue plans to have 500 customer support crewmembers working in the Orlando area. The majority of JetBlue contact centre crewmembers work from home, with leadership, support desk and training centrally located at JetBlue University. The Orlando location will serve as a bilingual call centre, providing service to customers in both English and Spanish initially.
"As a growing airline, it was important for us to add an additional contact centre to help support our call volume. As we continue to grow in Latin America and the Caribbean, our bilingual contact centre will be able to meet the needs of both English- and Spanish-speaking customers," said Frankie Littleford, JetBlue's vice-president, customer support. "Our home-based, flexible schedule model has worked extremely well in our Salt Lake City contact centre. We will use a similar approach in Orlando. This model ensures we have eager, contented people representing JetBlue, and the cost to run our reservations function is dramatically lower than other airlines, because we don't have to build and maintain large reservation centres.”