Franchise Advisory Board | Expert Franchising Advice for Franchise Leaders Building An Amazing In-house Franchise Support and Call Center Team
Mar 29, 2023
40:51
Join Debbie Melkonian, the Director of Managed Services for Footprints Floors and our host, Dave Hansen of ClientTether, as they discuss how Debbie helped build and grow an industry-leading customer support team.
In this episode, they discuss:
We hope you enjoy it!
To listen to more franchising experts share the secrets of the trade from marketing to operations, listen to more of our episodes here: https://www.spreaker.com/show/the-advisory-board , or on Apple, Google, Audible, iHeartRadio, or anywhere else you like to listen to podcasts.
To learn more about ClientTether, visit us at www.clienttether.com
In this episode, they discuss:
- Why they decided to in-source rather than outsource their call center/customer service team
- How they structured it to optimize franchise unit performance
- How they oversee productivity, with an entire team of fully remote agents
- Why having dedicated relationships on this team is creating incredible success for their franchise owners
- How their structure and team dynamic creates transparency and accountability
- The impact of consistency vs. round-robin agent assignment
We hope you enjoy it!
To listen to more franchising experts share the secrets of the trade from marketing to operations, listen to more of our episodes here: https://www.spreaker.com/show/the-advisory-board , or on Apple, Google, Audible, iHeartRadio, or anywhere else you like to listen to podcasts.
To learn more about ClientTether, visit us at www.clienttether.com