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December 05, 2013

A Call Center Lesson Learned from Walmart

By Allison Boccamazzo, Content Producer

What happens when your company’s website experiences such a drastic glitch that it could lose thousands of dollars in just minutes? Such an occurrence happened to Walmart, widely known as the U.S.’s largest retailer, whose website encountered an internal error that offered items at an almost 100 percent discount when compared to what they were originally priced at. For example, an InFocus IN2124 Projector was listed for $8.85 when it was supposed to be priced at $578.89, representing an almost 99 percent discount.



Customers likely thought this to be an exclusive holiday shopping sale (after all, the company is one of a few big name brands who already began rolling out Black Friday sales before Thanksgiving). As such, customers shared the deals across a multitude of social media sites such as Instagram, and the site sold out of the mistakenly marked down items within hours. Some important lessons can be learned from this situation for call center managers and leaders – let’s explore them. 

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Edited by Ryan Sartor
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