Cyber Monday adds staff and overtime to an Eau Claire business - WQOW TV: Eau Claire, WI NEWS18 News, Weather, and Sports

Cyber Monday adds staff and overtime to an Eau Claire business


Eau Claire (WQOW) - eBay Enterprise, an online customer service company in Eau Claire, had its busiest day of the year on Cyber Monday. 

The company estimated it answered almost 90,000 calls from customers with questions Monday, in addition to answering countless emails and helping place orders. 

eBay Enterprise staff said peak call hours on Cyber Monday are typically from 4-8 p.m. when people start shopping after work. 

The company typically has 400 employees but expands staff to almost 1,000 during the holiday season. While staff said Cyber Monday is by far their busiest day of the year, an industry trend known as 'holiday creep' keeps them on their toes for weeks. 

"The traditional shopping period has crept forward," Director of Customer Service Mark Allen said. "It used to be that everyone would go out after Thanksgiving, on Black Friday to the malls and to the various stores. Now, with a lot of stores pushing their promotions much earlier, 40 percent of customers across the retail environment are placing orders before Thanksgiving actually arrives."

eBay Enterprise opened at 6 a.m. Monday, and staff said they would answer phones until 1 a.m. Tuesday. They expected phones to continue to ring Tuesday with people calling to cancel, confirm, or question orders placed on Cyber Monday. 

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