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CBSNews.com: Print This StoryHmmmmmmmmmmmmmm............
Come to think of it, I could do that.
Jet Blue's Stay-At-Home Work Force
SALT LAKE CITY, Utah, Jan. 13, 2004
Nothing about the morning family chaos, from breakfast to brushing, even =
hints at the job Suzy Dall has upstairs the minute her four kids and =
husband are out the door.=20
"What will you do right now?" asked CBS News Correspondent Wyatt =
Andrews.=20
"Now, I will go up and log on," Dall replied.=20
Log on -- as one of 800 reservation agents for Jet Blue Airways and =
every one of them -- like Suzy -- works from home.=20
This is not telecommuting -- where someone works from home once in a =
while. Right by the window, overlooking the cul de sac, is the only =
place Suzy Dall ever goes to work.=20
"This is it. This is my office," she said. "Once that first call comes =
in, my whole focus changes. I'm not Mom anymore -- all of a sudden I'm =
this person who is trying to be a good customer service representative." =
What's unique about the Jet Blue system is that all those hundreds of =
home based workers are the reservations system. There is no backup.=20
"If you call 1-800-JetBlue you're going to get someone in their home," =
said Jet Blue's CEO David Neeleman.=20
Neeleman created those jobs as a way to reduce employee turnover. He =
figured that the reservation agents -- who take more than ten million =
calls a year -- would be happier at home than in some call cubicle =
warehouse.=20
"The minute we made that transition their productivity was 25 percent =
better," he said. "Even today I can't figure out why more companies =
don't do it."=20
What Neeleman has tapped into is not just the Internet revolution. He's =
also tapped what could be called a family centered revolution -- where =
one parent in a two-income household spends more time at home.=20
"I'm able to be here when they leave in the morning. And I'm here when =
they come home from school in the afternoon. So I feel like I am a =
stay-at-home mom, yet I can get my work done in between," Dall said.=20
The airline is also convinced this is the future -- information jobs =
that don't need an office and don't need to be exported overseas. Suzy =
Dall believes the job changed her life -- without changing what's =
important, her family.=20
Says Dall "I like the win-win."=20
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