#60- Mom and Pop To Enterprise, Scaling a Call Center As You Grow
from Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast
by John Wilson
Published: Thu Oct 26 2023
Show Notes
Special thanks to our sponsor: Service Scalers:
Looking to scale your home service business? Service Scalers is a digital marketing agency that drives success in PPC and LSA. Discover more growth strategies by visiting Service Scalers.
In this episode of Owned and Operated, John and Jack dive into optimizing home service call centers. Key takeaways include:
- Prioritize Quality: Customer feedback highlights areas for improvement.
- Reduce Wait Times: Shorter waits boost customer satisfaction.
- Accept Turnover: Focus on training and accountability to tackle high turnover.
- In-House vs. Remote: Evaluate roles for the best fit.
- Maintain Brand Consistency: Consider separate phone lines during mergers.
- Evolve Continuously: Stay flexible with software, training, and quality control.
- Unique Challenges: High volume, unpredictable calls, and employee dynamics define call centers.
Tune in to Owned and Operated for more insights into the world of home service entrepreneurship. Subscribe and stay connected for valuable discussions on various aspects of running a successful home service business.
Episode Hosts:
- John Wilson: @WilsonCompanies
- Jack Carr: @thehvacjack
Special thanks to our sponsor: Service Scalers: Looking to scale your home service business? Service Scalers is a digital marketing agency that drives success in PPC and LSA. Discover more growth strategies by visiting Service Scalers.
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More Ways To Connect with O&O
John Wilson, CEO of Wilson Companies
Jack Carr, CEO of Rapid HVAC