Like Customers, HSN Call Center Employees Stay Home


St. Petersburg Times:

For 20 hours a week Julie Sardelli fields HSN sales calls in her Pinellas Park home office with two big dogs curled around her feet and two smaller ones parked on the desk, flanking her home computer.

“There’s no commute, I can work in my PJs, and when my shift ends, I can go right to bed,” said the 50-year-old mother of two grown kids. “It’s perfect. I’d quit if they try to send me back to work in the call center.”

Not likely. A growing contingent of headphoned workers armed with their own personal computers linked to HSN’s St. Petersburg headquarters miles away helped lift the network’s once-dismal customer satisfaction ratings.

About 900 of the 1,400 part- and full-time workers who handle orders now work from home in three states. The TV shopping network is experimenting with sending some of the 300 employees who handle customer complaints home, too.

“We have so many home agents now that we’re considering letting some of their supervisors work from home to give the agents a career path,” said Gary Richmond, an HSN vice president who heads work-at-home.

Continue Reading: “Like Customers, HSN Call Center Employees Stay Home”

Photo by St. Petersburg Times.

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