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

By Gabrielle Mosquera and Donna Loyle

Though the training for call center reps may be structured, the way they handle calls is not. Reps are given the autonomy to take care of customers as they see fit. Calls are neither scripted nor timed.

Says Olson, “If you start to focus on the number of calls people take, or how long they take, you can easily drive the wrong behavior.” In particular, reps are discouraged from rushing callers; instead, they take the time necessary to answer questions and give the customer a satisfying shopping experience.