Case Study: Living Direct achieves call center optimization and increased revenue with HireBetter

Living Direct - Customer Case Study

Living Direct, an online retailer of built‑in and outdoor home appliances, experienced rapid growth that quickly overwhelmed its once‑highly regarded customer service team. After other staffing firms failed to solve the problem, Living Direct engaged HireBetter, which used a Strategic Talent Planning™ session to reveal that short staffing was a symptom of deeper operational issues — and that professionalizing the call center could unlock revenue and margin opportunities.

HireBetter brought in a project‑based call center executive with 20+ years’ experience to redesign the operation: updating metrics and reporting cadence, improving call monitoring and routing, revising the commission plan, and reducing third‑party overflow. Within 45 days the call center was optimized around business processes rather than bodies, delivering improved top‑ and bottom‑line performance and significant payroll savings by avoiding unnecessary hires.

Living Direct

Rick Lundbom

Founder & CEO