Jet Blue’s got the right idea. All of their reservation agents work from home. They have created an entire webwork of telecommuters by using a computer network that feeds and monitors incoming calls to their at-home staff .
When I called Jet Blue to book a recent flight the reservation agent was very professional and pleasant. If I hadn’t read about their telecommuting practices, I never would have known the difference. At the end of the conversation I asked the agent, tongue in cheek, if she wears her bunny slippers to work (I couldn’t help myself). She laughed, but didn’t answer. I bet she does.
From a customer’s perspective, I appreciate the savings I get from Jet Blue’s cost cutting practices like the lack overhead for the reservations department. From a boss’s perspective, I was inspired by their system of managing telecommuting employees. According to an article on cbsnews.com, Jet Blue had a 25% increase in productivity the minute they switched to this work-from-home system that accurately keeps track of each telecommuter’s work hours and performance feedback.
But how do the rest of us quantify our telecommuters’ work? This is one of the biggest questions we bosses have about employees working from home. How do I know how much they are working? Continue reading “Managing Telecommuters: A Boss’s Perspective”