Shaped Up, Shipped Out

While it might be natural for someone in her shoes to be less than thrilled that more than $2 million worth of business has shifted away from the company's phone reps over to the Internet, Shacklett is proud of this instead. "The company's been growing, but we haven't added any CSRs," she proudly proclaims. At the same time, because of J&L's steady growth, the company hasn't needed to cut back on telesales reps either. What's more, additional growth-related funds have been reinvested in outbound telesales.