Can't Stop the Growth CSTG 197: The AI Edge in the Call Center with Tyson Chen
Jan 28, 2025
Tyson Chen, founder of Avoca, an AI-driven call center platform, dives into the transformative power of AI in the trades industry. He discusses simple yet effective strategies to optimize call center operations, including instant call responses and real-time coaching. Tyson reveals how AI tools enhance customer service representatives and drive business growth. He underscores the necessity of answering calls swiftly to boost satisfaction and booking rates. Insightful data from calls can illuminate areas for improvement, turning call centers into goldmines.
AI Snips
Chapters
Transcript
Episode notes
The Forgotten Call Center
- Businesses often focus on selling more in the field or generating more leads through marketing.
- They overlook the crucial step of converting leads into actual jobs, which is the call center's responsibility.
The Sound of Money
- Tyson Chen's mother, an acupuncturist, emphasized the importance of answering every call.
- She viewed the ringing phone as the "sound of money," highlighting the potential revenue each call represents.
Coach Your CSRs
- Use AI-powered coaching tools like Avoca's Coach to provide real-time feedback and training to CSRs.
- This helps improve their performance, booking rates, and customer service delivery.