From scheduling jobs to customer service, the Sales and Loyalty Center provides valuable support to franchise owners so they can focus on growing the business
One of the hardest parts of running a business is being in two (or three, or four) places at once, and wearing multiple hats. When an entrepreneur opens a junk removal franchise or a moving franchise, he or she needs to be working on the business, not in the business. The owner should be meeting potential clients, hiring and coaching Honest Uniformed Nice Knowledgeable Servicemen (H.U.N.K.S.) who are performing the junk removal or moving jobs, and reviewing appointments and schedules in the office.
Where College Hunks Hauling Junk franchise owners don’t have to be is on the phone all day booking appointments, nor do they have to worry about the hassle of staffing and managing people to handle the phones, thanks to the College Hunks Hauling Junk call center, which is based in the Tampa, Florida, corporate offices. Better known as the Sales & Loyalty Center, its experienced staff works with live callers and follows up with web inquiries to provide information on rates, available days and much more. The call-center team also provides service appointment changes, estimates and other job-related services, and does so in a big way.
Call center volume continues to increase
“I would say that the call center books about 60 percent to 70 percent of the franchise owners’ jobs, and the website books another 25 percent or more, so our junk removal franchise owners and moving franchise owners typically handle less than 5 percent of their total volume themselves,” says Tim Heidemann, director of the College Hunks Hauling Junk Sales & Loyalty Center. “We historically handle about 30,000 calls monthly, or around 1,000 a day, and that number is growing as our brand grows.”
“What that means is that in addition to not spending a lot of time on the phone, the franchise owners also don’t have to invest in call-related staff in the office. Those payroll savings are magnified when you factor in training, software and supervision,” Tim adds.
“Franchise owners are not having to spend a lot of time fielding calls, because we provide the resources and systems to not only generate leads and calls, but the system for converting those leads into appointments,” he says. “Our franchise owners are able to really focus on managing, hiring and training their crews, and on growing the business through our marketing programs.”
Speed and service add value
Another benefit of College Hunks Hauling Junk’s Sales & Loyalty Center is that every call, every email — every interaction with existing and potential customers — is measured and evaluated for improvement. The goal is to answer calls within 30 seconds, and to keep the abandon rate less than 5 percent, which is world-class in terms of call center performance. Emails and web leads are also handled quickly, because “speed to lead” is key in sales. Statistics show that only two out of 10 service companies actually answer the phone or respond to a web inquiry with any timeliness, whereas the companies that do answer the phone or respond to web leads quickly have a 90% grader likelihood of converting the lead. This gives College Hunks franchises a big leg up on the competition.
“We are always evaluating how our call center employees handle customer needs, and that lets us improve booking percentages and customer satisfaction,” President and Co-founder Nick Friedman says. “We coach our call center staff so that they can constantly improve, and that lets them know that they are valued and we want them to succeed. In other words, we treat them the way we want them to treat our customers, and it works.”
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