http://pitchandship.com News about direct response, network television and affiliated e-commerce Thu, 02 Feb 2012 21:01:07 +0000 en hourly 1 http://wordpress.org/?v=3.3.1 http://pitchandship.com/2009/03/02/two-thirds-of-hsns-call-center-reps-work-from-home/ http://pitchandship.com/2009/03/02/two-thirds-of-hsns-call-center-reps-work-from-home/#comments Mon, 02 Mar 2009 17:08:35 +0000 admin http://pitchandship.com/?p=669 [...]]]> 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

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