Jay Baney

An 82-year-old direct marketing business that primarily serves value-conscious senior citizens, Haband Co. always must keep an eye on the old-fashioned ways of doing things to properly serve its clientele. For instance, a sizable portion of Haband customers still mail their order forms. These people also like to strike up friendly conversations with telephone reps. But for the past seven years, Haband, a loose-sheet cataloger of budget-priced clothing, food, gifts and home furnishings, has outsourced overseas a sizable portion of its call center. Haband Online President Jay Baney, who’s also Haband’s vice president of technical services, explained how Haband decided to rely on Cyber City’s