LL Bean Implements Staff Reductions Amid Evolving Customer Shopping Habits

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.

Starting July 15, customer service operates 8 a.m. to 8 p.m., reducing previous hours. (Credits: Pat Wellenbach / AP)

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 majority of 500 call center employees are unaffected, though the company expects workforce reduction. (Credits: Yale Daily News)

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.

Sajda Parveen
Sajda Parveen
Sajda Praveen is a market expert. She has over 6 years of experience in the field and she shares her expertise with readers. You can reach out to her at [email protected]
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