Owned and Operated - A Plumbing, Electrical, and HVAC Business Growth Podcast #60- Mom and Pop To Enterprise, Scaling a Call Center As You Grow
Oct 26, 2023
The podcast discusses the challenges of scaling a call center in a home service business, focusing on topics such as prioritizing quality, reducing wait times, in-house vs remote roles, maintaining brand consistency, evolving continuously, and unique challenges faced by call centers. They also touch on the impact of branding on small businesses and revenue generation, as well as addressing turnover and attendance issues in call centers.
Chapters
Transcript
Episode notes
1 2 3 4 5 6 7
Introduction
00:00 • 2min
Scaling a Call Center and Embracing Marketing
01:39 • 2min
PPC, Marketing Agencies, and Hitting Revenue Milestones
03:33 • 6min
The Impact of Branding on Small Businesses and Revenue Generation
09:59 • 2min
Scaling a Call Center as it Grows
11:40 • 12min
Improvement in Wait Time and Addressing Turnover at the Call Center
23:13 • 2min
Challenges and Solutions in Call Center Attendance
25:12 • 15min