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L.L.Bean announces layoffs, reduced call center hours

LLBean is reportedly cutting staff and shortening call center hours in response to an increase in customers shopping online.

As of July 15, the outdoor clothing and equipment brand will only allow shoppers to call its support line for four hours each day. Business hours will be significantly reduced from the current 16 hours a day, from 7 a.m. to 11 p.m.

As a result, LLBean does not require as much staff. USA Today Previously reported.

LLBean did not disclose the number of positions affected, but its call center division has more than 500 employees, many of whom work remotely out of its Maine headquarters.

LLBean said it has shortened call center operating hours and as a result does not require as many people in the call center. Michael L. Diamond / USA TODAY NETWORK / USA TODAY NETWORK

Hours of operation for LLBean’s new hotline were also not immediately clear, but the company told USA Today that more than 90% of customer calls come in between 8 a.m. and 8 p.m. .

“Customer contact has decreased over the past four years as more customers choose self-service and shop through our digital and retail channels,” the company said, according to USA Today.

“Simply put, LLBean customers shop differently today than they did in the past, and we need to adapt,” the company added. “Unfortunately, this will result in headcount reductions. Impacting employees’ work and schedules is not a decision taken lightly at LLBean, and affected employees will be offered severance and re-employment benefits.” We will provide support services and also provide company severance benefits to eligible employees.”

LLBean also reaffirmed that these changes are solely based on “long-term customer trends” and do not reflect broader trends in the retail industry.

LLBean last cut jobs in 2020, when it laid off 200 employees, according to USA Today.

LLBean is a privately held family company founded more than a century ago by Leon Leonwood Bean, so its financial and operational information is not publicly available.

LLBean did not disclose the number of positions affected, but its call center division has more than 500 employees, many of whom work remotely out of its Maine headquarters. Getty Images

a LLBean case study‘s finance However, the retailer’s “e-commerce engine is particularly strong, accounting for an estimated $1 billion of the company’s $1.6 billion in annual revenue,” according to documents published on Google Cloud.

Despite the reported increase in digital shopping traffic, LLBean “actually plans to open four stores this year and continues to invest in retail expansion,” company spokesperson Jason Sulham said in a statement. told Today.

Slam declined to say where the new location would be. news 10 We reported that Kingston, New York, is slated to welcome an LLBean outpost sometime this spring.

An LLBean financial case study published on Google Cloud estimates that the majority of a retailer’s annual revenue comes from e-commerce sales. llbean.com

local outlets in connecticut CT Insider We also reported that LLBean will open in Enfield this fall.

Last year, LLBean expanded its physical footprint by opening two new stores in Massachusetts and two more in Quebec, Canada.

Representatives for LLBean did not immediately respond to The Post’s request for comment.

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