From quality-assurance techniques to call center staff training: the venerable cataloger’s customer-service strategies

By Gabrielle Mosquera and Donna Loyle

Once applicants make it through the first cut, recruiters look for reps who can deal easily with all types of people and who possess problem-solving skills. Finally, recruiters looks for individuals who fit the company’s community-based brand image.

Once hired, reps complete a two-week, 70-hour training session, during which they learn about the Lands’ End culture, customers and ordering system. Olson estimates it takes a new call center rep about six months to get up to speed with customers and product information.