L.L. Bean is making changes to its call center hours and workforce. Currently, their customer service is open from 7 a.m. to 11 p.m. ET every day. But starting July 15, they’ll be open from 8 a.m. to 8 p.m. They’re also going to have just one shift instead of multiple ones.
Because of this change, some employees will lose their jobs, although the company didn’t say how many. They have more than 500 workers in the call center, but most won’t be affected.
L.L. Bean explained that more customers are using self-service options and shopping online or in stores instead of calling. Over the past four years, they’ve noticed fewer people contacting them.
Most online and phone orders happen between 8 a.m. and 8 p.m., so they’re adjusting their hours to match when customers need help.
The company wants to be clear that these changes aren’t because of current business problems. They’re just adapting to how people prefer to shop now.
Even though this decision affects people’s jobs and schedules, L.L. Bean says they’re providing support like severance pay and help finding new jobs for those who qualify.
