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News & Press: Colorado Technology Industry Launches Domestic Call Center and Creates 28 U.S.-Based Jobs

Friday, November 19, 2010   (0 Comments)
Posted by: Su Hawk
Share | Launches Domestic Call Center and Creates 28 U.S.-Based Jobs

DENVER, CO – (November 18, 2010) – Highlighting their renewed focus on providing an outstanding customer experience, announced that they have returned their core customer service center to the United States and expanded their hours to 24/7. The change has created 28 new jobs in the Peoria, IL area.

Vince Jones, eBags CEO, commented, "We’re constantly listening to our customers to better understand how we can provide them with an exceptional shopping experience. Over the past year, we’ve implemented numerous initiatives to enhance that experience by presenting even more comprehensive product information and reviews, reducing our shipping transit time, and providing rapid and well-informed answers to our customers’ questions. Bringing our call center back to the U.S. is another way to ensure that our customers receive knowledgeable answers to their questions, so that they can find their perfect bag. The fact that we were able to create 28 jobs in a difficult economy makes this decision all the more satisfying.”

eBags conducted an extensive search for a U.S.-based customer service center and after considering over twenty partner options selected Affina, based in Peoria, IL. Said Rob Cassidy, VP of Operations for eBags, "We wanted a partner with a proven track record who clearly understands the importance of putting the customer first. Affina shares our customer-centric philosophy and passion for service. We moved call center operations to the United States because proximity to corporate operations is essential for meaningful knowledge sharing and training for our agents. We have had a team of eBaggers in Peoria for the last several months training our customer care team about the best luggage for travel, the latest fashion in handbags, and best cases for electronic gadgets. Many of our customers call us for guidance on bag purchases, and I’m pleased that we are live and ready to go for the holiday rush when our customers need us the most.”

Jones added, "Although this domestic call center isn’t the lowest-cost option for, we believe it’s a smart investment that will pay off in both the short-term and the long-term, through additional immediate sales, quicker issue resolution, and ultimately higher customer retention. Our customers already love the fact that we offer the widest assortment and lowest prices on bags, as well as 2 million customer reviews on our site. This change in our call center ensures that our customer service is also the best in the industry.”

Said Donna Malone, CEO of Affina, "We are excited to be selected as the voice of as they bring their customer care back onshore. We feel it’s an ideal culture fit and our team is thrilled with the opportunity to represent eBags. Being able to add 28 jobs in Peoria during these challenging times is a great feeling as well.”
eBags also released strong pre-holiday sales with November month to date orders up 22% versus the same period last year. The company is expecting continued sales growth through the holidays due to the migration of shoppers from brick and mortar to online as well as’s extensive offering of 550 brands on their site.

About eBags is the world's leading online retailer of luggage, handbags, business cases, backpacks and accessories. With over 11 million bags sold and two million unbiased customer reviews, eBags features 38,000 products from over 550 brand names such as Cole Haan, Fossil, JanSport, Kenneth Cole, MICHAEL Michael Kors, Nike, Samsonite, The North Face, Tumi, and Vera Bradley. eBags is a proud supporter in the fight against breast cancer and donates 10% of the retail price of each pink bag to breast cancer research, education, screening and treatment. For more information, please visit

AFFINA is a Peoria, Illinois-based company that partners with Fortune 500 companies to provide comprehensive contact center, back office processing, market research/analytics, and fulfillment solutions. The 37-year-old company serves clients in a wide variety of industries including e-commerce, consumer electronics and products, packaged goods, publishing, automotive, media and entertainment, logistics and transportation, healthcare, life sciences, insurance, and telecommunications. For more information about AFFINA, visit or call 1-877-4-AFFINA.

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