Lillian Vernon Moves Overnight Calls to India

Share this content:
Cataloger Lillian Vernon is closing the midnight-to-7 a.m. shift at its call center in Virginia Beach, VA, and outsourcing the calls to a contact center in India, partly in response to the effect of Hurricane Isabel in September.


The hurricane closed its national distribution center in Virginia Beach for three days, said David Hochberg, vice president of public affairs for Lillian Vernon, Rye, NY. Because of that incident, the cataloger decided to set up a second inbound call center as a backup.


Peak holiday employment at the Lillian Vernon call center is about 1,100, Hochberg said. The entire national distribution center, of which the call center is a part, employs about 3,500 people.


All employees on the overnight shift are being offered jobs at other shifts, Hochberg said. Staffing the shift had been difficult due to the odd hours.


The overnight hours in the United States are daylight hours at the call center in India. Many companies have taken a "follow the sun" approach to call center staffing, using a network of domestic and outsourced overseas call centers to provide 24-hour teleservices coverage.


close

Next Article in Multichannel Marketing

Sign up to our newsletters

Company of the Week

PAN Communications is an award-winning integrated marketing and public relations agency for B2B technology and healthcare brands. PAN's data-driven approach allows the firm to specialize in public relations, social media, content and influencer marketing, and data and analytics. PAN partners with brands to create unique, integrated campaigns that captivate audiences and drive measurable results. PAN services clients out of the firm's four offices: Boston, San Francisco, New York City and Orlando.

Find out more here »

Career Center

Check out hundreds of exciting professional opportunities available on DMN's Career Center.  
Explore careers in digital marketing, sales, eCommerce, marketing communications, IT, data strategies, and much more. And don't forget to update your resume so employers can contact you privately about job opportunities.

>>Click Here

Relive the 2017 Marketing Hall of Femme

Click the image above