Managers Share Secrets of Success

CS: Tell us about your staff recruiting.
Schneider: Our HR team, which does a great job, recruits from colleges and job fairs, places local ads — wherever it can find good candidates. HR does the initial screening of applicants.

CS: What one call center accomplishment are you most proud of?
Schneider: Ramping up has been challenging, and I think we’ve handled that well. We’ve expanded our returns processing team and e’Service teams, which are incorporated as part of the call center. This has helped us ensure quality in our customer care.