Going Global

German and U.K. customers can order using local toll-free phone and fax numbers or by e-mail. Orders come into one of two call centers Peruvian Connection has set up in Europe—one in the United Kingdom and one in Germany.

Training of its telemarketing representatives is a priority. In-country reps participate in on-site training two times a year during which they are shown the entire catalog collection. This gives reps the opportunity to touch and see the products and fabric swatches. They are also given detailed product information. Hurlbut says she deeply believes in training for local sales reps. “It is important that they feel they are part of the team,” she stresses. Perpetuating a team atmosphere results in a fair amount of personnel exchanges with staff traveling back and forth between its European and U.S. operations.