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

By Gabrielle Mosquera and Donna Loyle

Continuing training is mandatory for all levels of call center reps. Once a month for up to three hours, reps learn about new products and receive systems training and/or special training for specific product categories.

Employees are rewarded—sometimes right on the spot—for offering exceptional service, says Irish. For example, spot bonuses ranging from $20 to trip giveaways are given to associates, including call center reps, whose performance exceeds their job descriptions. Other perks for top performance include time off, “Bravo” cards that provide employee recognition, and local merchant gift certificates.