Call center simplifies operations, saves money and boosts performance for College Hunks franchise owners
Ask any entrepreneur why he or she started a business, and you’ll usually hear, “I didn’t want to be stuck behind a desk.” That’s certainly true of College Hunks Hauling Junk franchise owners, and that’s one of the reasons the call center, better known as the Sales & Loyalty Center, offers so much value.
“We have trained professionals in our Sales & Loyalty Center, and that means our franchisees can be focusing on overseeing their truck teams that are out serving clients, and the franchisees can be networking to bring in new clients instead of sitting around their offices waiting for calls,” says Nick Friedman, College Hunks Hauling Junk co-founder and president. “When someone calls in or submits a form through our website, we are able to get that potential client the information they need and quickly schedule the business for the franchise owner.”
Our phone agents answer the phone by asking callers, “How can I help you have a stress-free day?” as such, our goal is to listen to the client’s needs and provide those callers with a “wow” experience so they are excited to do business with the local College Hunks franchise, and ultimately become loyal repeat customers.
Menu of services boosts franchise performance and revenue opportunities
The call center provides not just sales support, but also customer service functions during and even after the client’s hauling or moving day. Those services include client service appointment changes, as well as virtual receptionist services for the franchisee. The call center offers clients junk removal appointments (residential and commercial), moving estimates (residential and commercial), as well as donation pickups, packing services and miscellaneous labor.
Centralized call center saves our franchise owners time and money
Having the call center creates economies of scale by pooling resources in a central location. That helps our franchisees save significant money. If they attempted to perform those services alone, it could triple their costs over what they contribute toward using the Sales & Loyalty Center. They also save on the time aggravation associated with managing and training staff to answer the phones. Unlike other franchise opportunities that boast a centralized call center service and charge an additional percentage of revenue, we charge a flat rate for using the call center. That helps align both interest and accountability. Our flat, affordable, monthly fee covers all of the proprietary software, phone systems and customer service calls. We then charge a nominal fee for each appointment that is scheduled by the call center. This ensures that as the franchise grows, they can schedule more effectively and put more money in their pockets.
Benchmarks allow success to be measured
The Sales & Loyalty Center isn’t just about convenience — it’s also about excellence. The center handles calls and emails from customers who are interested in doing business with College Hunks Hauling Junk franchisees, and we track the center’s performance so we can continually improve.
Our performance and service level is world-class in terms of call center industry benchmarks. On average, calls are answered within 30 seconds, and we have a lower than 5 percent abandon rate. On any given day, agents may handle hundreds of emails and thousands of calls — even more during busy seasons.
Our franchisees expect the highest performance from the Sales & Loyalty Center, and College Hunks Hauling Junk takes that very seriously. We make sure that our agents have a fun, relaxed working environment, but we also measure their success in specific ways.
Emails are measured by how quickly the response follows after arrival in the queue. We gauge how quickly calls are answered and the booking percentages that result, and managers review and grade how agents interact with customers and provide coaching to help them improve those sales conversion percentages — which means we are constantly monitoring, ranking, coaching and improving the ability of our call center agents to close deals for our franchisees.
The Sales & Loyalty Center plays a key role in the success of every College Hunks Hauling Junk franchise. In fact, setting up a solid, high-quality call center is one reason company founders Nick Friedman and Omar Soliman moved from Washington D.C. to the Tampa area. Tampa is a hotbed for high-performance call centers and call center talent, which allowed College Hunks franchising to tap into a huge depth of talent and expertise in the market. Every day, our sales agents work hard to generate business for our franchises and work to make customers happy — which results in repeat and referral experience.
If you’d like to find out more about how College Hunks strives to be the best moving franchise to invest in, please fill out a form and start a conversation. We look forward to answering your questions.