Two-Thirds of HSN’s Call Center Reps Work From Home

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