With sales from the JCPenney Web site outpacing catalog volume, the multichannel merchant will close one of its call centers that handles incoming catalog orders by the end of March.
“Our call center network has experienced a steady decline in volume as more people migrate to the Internet,” said Tim Lyons, a spokesman for JCPenney.
The call center is located in Moosic, PA, outside of Scranton, and is one of seven JCPenney call centers around the country. It was opened in 1989 and employs approximately 275 people, most of which work part-time.
There are currently no plans for further reductions in the company’s call center network.
“The rate of growth of the Internet sales channel has not been as strong as it was a couple of years ago, but it is still growing steadily,” Lyons said.
