CX RIOT RADIO

(Unrelated Picture, Don't Worry About it) Tf is a DSR?  “DSR” is corporate cosplay. You’re not a “Dispatch Service Representative.” You’re a Dispatcher. You run the trucks. You pull the strings. Own the title, cut the bullshit. CSRs: Pack the schedule until it cries for mercy. Ring after ring, job after job, no mercy. Dispatchers: Take that overstuffed chaos and turn it into pure profit. Pick the best calls, match them to the right tech, and shuffle the rest like a Vegas card shark. If everyone just did that, 80% of your headaches would disappear overnight. Where It Goes to Shit Dispatchers get soft. They see a packed day and panic. Next thing you know, they’re telling your CSRs to “slow down” or “book for tomorrow.” Fuck. That. Noise. If your Dispatcher can’t handle a full bucket, they’re in the wrong seat.  A real Dispatcher loves a jammed schedule; it means options, upgrades, spiffs, and big tickets. When a CSR books a call and there’s no open slot? Dispatcher calls that ...

I know I keep talking about this, but it bears repeating. in a plumbing business, the phone call is the first service. I know a lot of people who view CSRs as booking machines. "We hired them to book the calls." Yeah, that's the end result, sure. I agree. But the CSR role is so much more than that. It's one of the most important roles in a Trades company, but far too often they're viewed as second class citizens, a cost, a detriment, and sometimes, unfortunately, as disposable if the market takes a downturn.  But, why? It's a misconception of what the role actually is, and it's a miscommunication from CX leadership on the importance of the Blue Collar Call Center.  A call center isn't a Cost Center, not if it's run correctly and staffed appropriately.  It's the place where your marketing spend goes to thrive... or die.  Before a wrench touches a pipe, before a tech pulls into the driveway, before a tool gets pulled from a bag, the customer has ...

**Understanding the Role of Customer Service Representatives** Customer service representatives (CSRs) play a crucial role in shaping customer experiences, particularly in blue-collar industries such as plumbing and HVAC. This essay explores how CSRs can transition from mere order takers to key revenue generators by enhancing customer interactions. **The Importance of Customer Interaction** The initial phone call between a customer and a CSR marks the beginning of the sales process. While marketing efforts can attract potential customers, it is the CSR's voice and demeanor during this crucial interaction that ultimately influences the customer's perception of the brand. Customers often judge their experience based on the CSR's ability to connect, empathize, and provide solutions promptly. **Two Types of CSRs: Order Takers vs. Opportunity Makers** CSRs can be categorized into two groups: order takers and opportunity makers. Order takers simply follow scripts and fill out for...

  Summary Customer service has a significant ROI. - Investing in customer service can yield significant returns if done correctly. - Neglecting customer service can lead to financial losses and negative experiences for customers. Customer service impacts business success - Focus on people, not just technology, for booking more calls - View customer service as a value or profit center, not just a cost center Good customer experience is imperative - 68% of customers willing to pay more for great service - Stellar customer service can boost customer lifetime value by up to 1400% Poor customer service can be costly for businesses - Customers require good experiences and trust for loyalty - Personalization and Omni Channel support are key in customer service Connected with customers through multiple channels - Respond to chats, calls, and online interactions promptly - Handling challenges and complaints to strengthen customer loyalty Investing in training for your customer service team ...

  Summary: 5 keys for memorable positive CX - Customer experience extends beyond the contact center to the entire customer journey. - Key factors include initial marketing, phone/chat interactions, technician visits, etc. Poor customer service is a major reason for customer churn. - According to Accenture, price is not the main reason for customer churn, it's poor quality of customer service. - Bain and Company found that a customer is four times more likely to switch to a competitor due to customer service issues rather than product or service issues. Positive customer experience stands out amidst competition - 85% of people nationwide reported dissatisfaction with phone handling in the industry, creating an opportunity to stand out. - Turning the five keys of CX - practicing actual empathy, tone, active listening, sense of urgency, and going above and beyond - can create a positive customer experience. Empathy and tone are key to customer experience. - Empathy is more than just s...

Welcome to the ultimate quest hub of business excellence – your contact center. In this blog post, we'll  navigate the intricate world of Key Performance Indicators (KPIs) using strategies inspired by RPG adventures. Buckle up as we delve into the challenges of First Call Resolution, Average Handling Time, Booking Rate, and Call Quality Score, turning your contact center into a legendary RPG masterpiece. The Grand Opening Challenge:  First Call Resolution (FCR) In the RPG of contact centers, consider FCR as your grand opening challenge, setting the tone for your epic journey. It's the quest where your frontline agents, the DPS (damage per second), showcase their sword-wielding prowess. Learn how to slash through issues with precision, setting the stage for a triumphant quest. Pulsating Rhythm:  Average Handling Time (AHT) Like the pulsating rhythm steering your entire mission, AHT keeps the tempo of your contact center. Dive into the strategy of maintaining rhythm in your...

Welcome to a fast-paced arena where every second counts, where each conversation is a make-or-break opportunity, and the ringing phone symbolizes the gateway to success. Today, we delve into a truth too vital to ignore—the strategic power of cultivating top performers, uplifting the middle, and decisively parting ways with underperformers compassionately in the name of excellence. Greatness here is quantified by metrics that truly matter: booking rates, conversion rates, call quality scores, and the lifeblood of our operation—customer satisfaction. Let's address the elephant in the room.  We've all been there, attempting to breathe life into bottom performers, pouring resources, time, and energy with the faint hope of a miraculous turnaround. But let's be clear—tripling the efforts of those at the bottom doesn't hold a candle to the brilliance our top performers bring to the table. Envision the top performer—the Michael Jordan, the Serena Williams, the Elon Musk of our ...

 

If the mitochondria is the powerhouse of the cell, the call center is the powerhouse of the business. What? Let’s dive into the Pareto Principle, the 80/20 Rule and how it relates to call centers. A boring topic?  No. What the heck you talking about? Weirdo. So, what's this 80/20 Rule all about? It's the golden nugget that roughly 80% of your outcomes are driven by a mere 20% of your inputs. And folks, this isn't just fluff; this is the secret sauce that can revolutionize your call center's success. Picture this: in your call center, a handful of agents - just 20% of your team - might be racking up a whopping 80% of those stellar resolutions. I'm talking about the A-team, the ones who handle the tough stuff like it's a walk in the park. These are your game-changers in action, and they hold the keys to the bulk of your call center's wins. Now, it's time to roll up your sleeves and dig deep into your data. Identify these high-flying agents, the ones who co...

  Chapter One: Background “Exceptional customer experiences are the only sustainable platform for competitive differentiation.”   – Kerry Bodine First, we have to ask ourselves, why a book on Contact Centers? There’s really not that many of them, and with the exception of maybe a couple, they are dry tomes of archaic knowledge, boring and monotonous, tedious to read, and only contain a few nuggets of applicable, actionable knowledge. In other words, they’re useless snooze fests. Second, we have to ask ourselves, why, specifically, a book about plumbing and HVAC Contact Centers? This is even more niche. The first question, we already answered. There needs to be more, period. They need to be more accessible. They need to be easy to read. They need to be fun to read. If they’re not… What's the point?  “Oh, here is a 600 page textbook! Have fun!” Let’s change that. The second question, well, that deserves a longer answer.  The Trades is one of the most important indust...

Hey all! Over the next few weeks I'll be releasing chapters of the Blue Collar Call Center here on this free blog. For free. If you want a physical copy, go to that link up there and we have the paperback version for $5 and the Kindle version for $3 (which isn't physical but whatever). Here's a brief outline of the book: Chapter One: Background: The importance of your Contact Center. My background and how I rebuilt and improved the Rooter Hero Plumbing & Air Contact Center. Chapter Two: Setting the Stage: Everything you need to set up a Successful Contact Center, whether you’re in-office, remote, or hybrid. Chapter Three: Hiring the Right People: From the ad through the interview, getting the right people and hiring for attitude and culture trumps skills based hiring for Contact Centers Chapter Four: Training Outline: How to set up a Training Curriculum that works and prevents turnover and burnout. Chapter Five: Training the Mind: Values, Stoicism, and Mindset Trainin...

  First, I'd like to introduce you to Darby and Krash, two contact center employees who enjoy caffeine. In their first ...episode(?) they discuss how AHT can affect CSAT. That's Average Handle Time and Customer Satisfaction for you out there that don't know Call Center Geek Speak. So let's elaborate on that, since not much elaboration can be done in a (badly drawn) four panel comic. Why does incentivizing low AHT negatively affect CSAT? First, let's get some background. What does Average Handle Time mean? Thanks, Google. AHT= (Total talk time + Total Hold time) + Total ACW / Total # of Calls. Got that? Good. So from the time the call is initiated to the time spent after the call putting in notes is AHT. And a lot of companies want that to as low as humanely possible, and then some. Why? More calls mean more money. The shorter the call, the more calls the agents can take, and the more money can be made on those calls. Sounds like a winning plan, yeah? Not so fast, Ra...

This post is intended to serve as a friendly reminder that YOU are the brand. YOU are representing the brand at all times, with every interaction. Interactions with customers, interactions with employees, interactions while on the call floor, the break room , hell… even online. People like to doxx those with opinions that may not be in alignment with theirs, and they’ll be quick to latch your behavior to the company that you work for, especially if the behavior is disgusting. Is it right? No. But it is real.  Not only do you represent the brand you work for, you’re representing your own personal brand. Your reputation. Be the employee that people come in to see or call in to talk to. Be the employee that people can count on. “But it’s just a job” you may be saying. Indeed, if that’s all it is to you, you’re 100% right. There really is nothing wrong with that. A job is a job, as they say. But why not be the best you can be at it? The way you do anything is the way you do everything....