For the quarter that ended Dec. 31, HSN’s TV shopping network sales were down 4%, its Cornerstone collection of mail order catalogs was down by 25% and — in a small, bright spot — the company’s internet were up 4%. St. Petersburg Times Mar. 3, 2009
HSN Reports 4Q Loss of $2.9 Billion
DRTV Retailer
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Mar 032009
Mar 022009
Kansas City Star Lifestyle reporter Lisa Gutierrez is none too happy about it. The Kansas City Star Mar. 1, 2009
Two-Thirds of HSN’s Call Center Reps Work From Home
Customers/Customer Service, DRTV Retailer, USA
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Mar 022009
Several years ago, in the midst of a tight market for capable telephone representatives, HSN began a work-from-home program that has paid unexpected dividents. The costs are somewhat higher than for on-site staff, but customer satisfaction shot up, sales performance improved and call rep turnover decreased from 120% a year to about 35%. Partly as a result of the program’s success, the retailer has ended its practice of taking orders at an offshore call center in the Phillipines. Of particulat interest — at least to this reader — is the extent to which HSN and its staff members use web-based social networking tools to keep in the loop. “Home agents…use an instant messaging network among themselves, have blogs, 24/7 tech support and an online Buddy Trading System to swap work shifts on short notice. St. Petersburg Times (FL) Mar. 1, 2009
