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

By Gabrielle Mosquera and Donna Loyle

Last year, 56 percent of new applicants came from employee referrals, says Irish. The company offers a $50 bonus to both the referring employee and the new recruit if they stay on board through the following holiday season. The cataloger hires hundreds of additional call center reps during peak season when about 40 percent of the company’s annual sales come in, says Irish.