HSN

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  1. 2 people found this helpful  

    call center is just not a good place to be

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Customer Service Hybrid in Saint Petersburg, FL
    Former Employee - Customer Service Hybrid in Saint Petersburg, FL

    I worked at HSN full-time (less than a year)

    Pros

    the company needs the call center so lay offs are unlikely....

    Cons

    the call center is like the disliked redheaded step child of the whole company. They like to talk about all of these great perks the company offers, but generally speaking, they are unavailable to people working in the call center.
    A typical day in the life of a call center rep.
    You show up to work 20-30 minutes before your shift starts so you can get through the one car at a time security gate, to begin your hunt for a parking space. If your shift is one of the later in the day shifts, you can forget getting a spot in the first lot, might as well go to the far end and look there. Hopefully the weather is nice and you can enjoy your 100-200 yard walk to get to the building. Once in the building, you walk past offices and other departments and to get to the far end to begin your hunt for a desk to sit at. That's right, you don't get your own desk. You get assigned to a team, and that team has an area, but beyond that, desks are first come, first serve. First you find a desk you want to sit at, test the computer to make sure it is on and functioning. Then begin the task of cleaning and sanitizing your little area. Sometimes the keyboard is sticky, sometimes there are crumbs all over the place. While doing all of that, try to get your chair set up so it isn't too uncomfortable to sit in. Hopefully you don't have one of the many broken chairs that they refuse to get replaced. Tips on finding a place to sit, pay attention to the lighting. Lighting is inconsistent at best. Some area are glaring, some are rather dim. the lighting isn't terrible for someone passing through, so the management that is just passing through doesn't think anything is wrong with it. But when you're sitting in it for 8+hours, staring at a computer screen, lighting becomes a more important issue. Also pay attention to air flow. Some areas are flat out hot, others just very stuffy from no air flow, and others are very chilly. Air flow is another issue like lighting. not bad if you're just passing through. Now that you've found your place to sit, hopefully you still have a few minutes before your shift actually starts so that you can look up your schedule for the day to see when your breaks are lunch are scheduled. No, they aren't the same every day. If your shift starts at 8, lunch might be as early as 11, or as late as 2:30. Good luck. Make sure you have your headset jacked in and all of your programs up and ready so you can take your first call as soon as your shift starts. You clock in by signing in to take your first call. So yeah, everything up to this point is off of the clock. Now that your live and ready for calls, sometimes they come in rapid fire fast so you have no time to recover between calls. Other times, you might have 10 or more minutes between calls. When they come in rapid fire fast, the hardest part is not letting the previous all impact the next call, no matter how nasty that previous callers was, and trust me, you'll get some real pieces of work calling in. While this is happening, make sure you keep an eye on the clock. You don't want to miss your break time. If your call runs over late, then your break is shorter. It starts counting against you if your come back from break late, whether you got your full 15 minutes or not. Same with lunch. Hopefully you don't get a talker on the phone. You want to give great service to the customer and sometimes letting them talk a little bit more makes the whole experience better, but you have call times to worry about. Not only is schedule adherence something to put your job on the line for, but so is talk time. One bad, long call can screw up your whole day. If nothing else, the way your calls are averaged should tell you everything you need to know about the company and how it treats the call center. Most people would think that a daily average is all of the calls, added together and divided by the number of calls for the day. Instead, they want to know what your average is after every call. That average is then averaged with the next new call time. It isn't so bad if all of the calls were about the same average time. But when you get one 15+ minute call early in the day, you struggle your whole shift to bring that average back down. While you are focussing on basically cutting the customer off and rushing them through the call, make sure you up sell, (yes, customer service sells just like sales does) as well as hit all of your other points of QA too. You never know, that might be the call that gets randomly picked to be QA'ed. QA is done by another team of people. One person listens to your call and makes sure you hit all of the points they want to hear. Problem is, the QA guidelines aren't exactly black and white. So they are open to interpretation by the person doing the QA. You only get a few calls a month QA'ed. So again, one bad score can screw your whole score up. You get stuck with the same QA person for a quarter, which might give you a little bit of time to learn what the QA person is looking for so that you can recover, otherwise your job is going to be on the line again. But by the time you have that meeting with your supervisor, you'll end up with a different QA person that you have to figure out again.
    All in all, an easy call center job is a very stressful, figure it out as you go, kind of job. Training is inadequate at best. Once you are on the floor, you're on your own to figure out all of the important stuff that could put your job on the line that they don't even address in training. Sitting on the phones in an environment like that is exhausting.
    Don't try to use the call center as a foot in the door either. Very few manage to play the system well enough to make it look like they "mastered" the call center to be eligible to move on to a position they are much more suited for.

    Advice to ManagementAdvice

    pay more attention to the people carrying your company. Sure, the production department is important. Sure the merchandising department is important, but none of that makes any difference if no one is there to answer the phones. Treat the people on the phones better, and your customers will have a better experience. A better experience means better sales.

    Doesn't Recommend
    Neutral Outlook
    No opinion of CEO
  2.  

    Good company, low pay

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at HSN

    Pros

    Lots of benefits and most people were nice to work with.

    Cons

    You're expected to put in long hours to meet deadlines and the pay is below average.

    Approves of CEO
  3.  

    Great company, great people, great corporate culture.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Customer Service Hybrid in Saint Petersburg, FL
    Current Employee - Customer Service Hybrid in Saint Petersburg, FL

    I have been working at HSN full-time (more than 3 years)

    Pros

    Very generous time off policies (after initial 90 days) great leadership, lots of room for advancement within the company! Trainers, Supervisors, Managers right on up the ladder work to help you be the best that you can be, and will partner with you to help you reach your goals (even if those goals are to advance to a different department.) I have worked in call centers off and on for over 20 years, and with the exception of pay, this is hands down the best call center I have ever worked in! Management truly has an open door policy, one of my co workers emailed and idea off to the CEO and was actually scheduled an appointment to discuss her ideas... Amazing! Benefits are fairly competitive, able to meet celebrities, sample products, great discounts.. They have the best shift bid process I have ever seen in any call center, and they work to ensure that you at least get a rotating weekend off.. I have read some of the other reviews, and I am not sure where these people really worked, but you have to work really hard to get fired from HSN..

    Cons

    Pay could be better, training could be longer, no continuing education.

    Advice to ManagementAdvice

    The recession is over and competitive jobs are coming back, maybe you need to re-evaluate the pay scale? Supervisors should work the same schedules as their team. A longer training period and continuing education would do wonders for your employee retention, as would having an assigned seat, your own seat, everyday.

    Recommends
    Positive Outlook
    Approves of CEO
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  5.  

    Great Progressive Atmosphere!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - Anonymous Employee
    Current Employee - Anonymous Employee

    I have been working at HSN

    Pros

    Progressive, Upbeat, Swanky place to work!

    Cons

    Can be a bit shallow and clicky at times

    Advice to ManagementAdvice

    Get to know and understand employees capabilities through peer review, not just direct report.

    Recommends
    Positive Outlook
    Approves of CEO
  6. 2 people found this helpful  

    No Value of Employees Whatsoever! No Work/Life Balance! Play Favorites to No End! Very Toxic Environment!

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Producer
    Former Employee - Producer

    I worked at HSN

    Pros

    Work with some celebrities. Have met some nice people but not many.

    Cons

    Everything else. Highly toxic environment. It is a place of no value to employees with respect to their contribution. You are asked to wear many hats and work excessive hours without additional pay and it is expected or you will be made to feel like your job is on the line and it is on the line! They play favorites to those that bring them coffee and kiss up even if they are not qualified for their positions. They bring in love interests into positions they are not qualified for and override people who have worked hard in the company and thought they would get a promotion. The environment there is horrible, horrible, horrible and you are highly likely to experience PTSD!! Many have experienced this and have had health issues directly related to the stress caused by working at this place. It should be burned down and have an animal rescue go up in its place as an amends to the Universe!! Stay away!!! You've been warned.

    Advice to ManagementAdvice

    Get it together!!! Be fair with people who are honest and good workers. Stop playing favorites, stop treating people as if they are of no value just because they don't wear all designer clothes. Stop treating people as if they don't have a personal life and make them feel guilty because they don't want to work 60-80 hours a week. Stop passing up inside valuable people for someone you met at a coffee shop and thought they were cute, so you offered them a job. Give people work/life balance and pay them better.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  7.  

    Okay place to work but its stressful and way too many Chiefs.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee in Saint Petersburg, FL
    Former Employee - Anonymous Employee in Saint Petersburg, FL

    I worked at HSN

    Pros

    Good salary for the area. If your just starting out you can get good retail experience. Fast paced and for the most part a nice place to work.

    Cons

    Leadership is out of touch with common people because the group is so overpaid compared to everyone normal. Leadership makes decisions based on what they like and not what's right for the customer.
    If you don't look and act like everyone else: young, blond and female you are on thin ice and every knows it, it's a common joke in the tower.

    Advice to ManagementAdvice

    Don't try and do everyone else's jobs, lead, teach and let people make mistakes and learn from them. Your just paying people big salaries to say "yes" to you which is not moving the company forward.

    Doesn't Recommend
    Negative Outlook
    Disapproves of CEO
  8.  

    Good company overall, but very stressful work environment

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Show Planner/Assistant Merchandise Planner in Saint Petersburg, FL
    Former Employee - Show Planner/Assistant Merchandise Planner in Saint Petersburg, FL

    I worked at HSN full-time (more than a year)

    Pros

    The people I worked with were great
    Good benefits/discounts
    Opportunity for growth

    Cons

    Could never get away from work since it is a 24/7 business. You will get called in the middle of the night if something is wrong with your show. Have to constantly be on high alert and checking emails at home. A very stressful environment.

    Advice to ManagementAdvice

    Streamline processes. Shows written by planners are reviewed and changed so many times by many different people. Planners turn into data entry monkeys that can't think for themselves.

    Doesn't Recommend
    Neutral Outlook
    Approves of CEO
  9. 1 person found this helpful  

    A growing and dynamic place to work.

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Operating Vice President
    Former Employee - Operating Vice President

    I worked at HSN (more than 10 years)

    Pros

    Our CEO, Mindy Grossman, is a true force in the retail space.

    Cons

    Tons of money being made at the top. Should filter down more.

    Recommends
    Neutral Outlook
  10.  

    I love this company

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Current Employee - On Air Sales Coordinator in Saint Petersburg, FL
    Current Employee - On Air Sales Coordinator in Saint Petersburg, FL

    I have been working at HSN part-time (less than a year)

    Pros

    A lot of nice people
    Tons of discounts
    HSN discount is great
    Gated campus
    Nice cafeteria
    Lots of parking
    Cool environment

    Cons

    Slow-paced HR
    Some people who lie, like everywhere else
    24/7 work place, but cafeteria closes around 2 pm.

    Advice to ManagementAdvice

    I firmly believe everyone in management should, at the very least, know how to perform the job of those they supervise.

    Recommends
    Positive Outlook
    Approves of CEO
  11.  

    Terrible executive management in creative Services

    • Comp & Benefits
    • Work/Life Balance
    • Senior Management
    • Culture & Values
    • Career Opportunities
    Former Employee - Anonymous Employee
    Former Employee - Anonymous Employee

    I worked at HSN

    Pros

    Salary good for area, good benefits

    Cons

    Creative Services management not capable

    Recommends
    Negative Outlook
    No opinion of CEO

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