How Hershey Direct manages seasonal order peaks to avoid a Christmastime meltdown

By Alicia Orr , Editor In Chief and Catalog Success

The Hershey Direct call center is not a 24/7 operation. However, Gill says, “We do have overflow help from an outsource provider during the months of September through April.” Arnold Logistics, located in central Pennsylvania, is the company’s outsource provider.

In addition, Gill says, to accommodate business growth, the company recently expanded its in-house call center from 25 to 60 seats. “But in the slowest season, the summer, we take it all the way down to eight seats,” she explains.