Operator Error: How Phone Etiquette Can Make or Break a Business
First time’s the charm when it comes to answering calls and providing information to potential customers
One of the main reasons College Hunks Hauling Junk moved from Washington, D.C. to Tampa, Fla., a few years ago was Tampa’s deep talent pool of call-center professionals. Today, the junk removal franchise and moving franchise fields live and online inquiries from around the country, and does so in a way that supports a steady stream of business for franchise owners, says Tim Heidemann, director of the Client Loyalty Center.
The College Hunks Hauling Junk Sales and Loyalty Center is staffed by trained professionals who answer calls and respond to online requests in a manner that supports successful customer engagement.
“Only two out of 10 companies actually answer the phone on the first ring when a customer calls, but those who do have a 90 percent higher likelihood that they will convert that call into a sales lead,” Tim says. “We always answer those calls on the first attempt and engage with the caller right away. Because we are doing that, our franchise owners know they can be out in the community engaging with clients, meeting with groups and doing the work of developing their business.”
Speedy contact vital to success
Whether it’s a junk removal franchise or any other small business, the key to success is to engage that potential customer right away. That’s why College Hunks Hauling Junk’s Client Loyalty Center staff also take their phone practices online, ensuring that web inquiries get the same prompt, professional attention.
“Having a central call center separates us from our competition, and that includes our online business,” Tim explains. “We know that a lead who is contacted within the first five minutes after submitting a request for information through our website has a 90 percent higher success rate for becoming a customer. That’s why we place a very high premium on reaching out very quickly, but also in a way that engages the potential customer and lets them know that it’s not just a boilerplate answer.”
New software enhances process
The College Hunks Hauling Junk Client Loyalty Center has launched new, proprietary software that pulls all web leads into a call queue, so no matter how a prospective customer enters the system, he or she is guaranteed a fast response.
“We are showing record statistics for the speed of our answering and our call coverage levels,” Tim says. “Soon we will be adding the ability for our web-lead callbacks to show up with a local area code, which will increase the likelihood of the customer answering the call. We also will be adding a re-dial queue for web leads not reached on the first attempt, because industry statistics show that up to nine attempts should be made for a lead before considering it lost.”
These software enhancements, coupled with ongoing training, provide the industry-leading support that the Client Loyalty Center gives to College Hunks Hauling Junk franchise owners. “Speed to lead” matters when it comes to answering calls quickly, but our staff’s in-depth knowledge of our junk removal and moving services, as well as empathy when it comes to client interaction and support, are also key ways the center maximizes opportunity for franchise owners.
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