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.

40:47

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Episode notes

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Quick takeaways

Prioritize Quality: Customer feedback highlights areas for improvement.

Maintain Brand Consistency: Consider separate phone lines during mergers.

Deep dives

The Evolution of a Call Center

The podcast episode discusses the journey and evolution of a call center in a home service business. It starts with a small team and gradually expands as the business grows. Initially, a single person handles calls part-time, but eventually, call-taking and dispatching roles are differentiated. The need for more call takers and dispatchers arises as call volume increases. The importance of training and accountability in a call center is emphasized, as well as the challenge of high turnover rates. The speaker shares their own experiences with call centers and highlights the need for continuous improvement and adaptation in this area.

Introduction

2min

Scaling a Call Center and Embracing Marketing

2min

PPC, Marketing Agencies, and Hitting Revenue Milestones

6min

The Impact of Branding on Small Businesses and Revenue Generation

2min

Scaling a Call Center as it Grows

12min

Improvement in Wait Time and Addressing Turnover at the Call Center

2min

Challenges and Solutions in Call Center Attendance

15min

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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John Wilson, CEO of Wilson Companies
Jack Carr, CEO of Rapid HVAC