55 Phone Power Impact of One Call Per Day Facilitator Guide

The Impact Of One Call Per Day

THE IMPACT OF ONE CALL PER DAY
― CALL CENTER EXCELLENCE:
Facilitator’s Guide
(Dispatchers, CSRs)

1Before You Begin

Prepare the following items prior to beginning the meeting:

Flip chart, markers, and flip chart stand
Set up video projection for the C1 ― Customers First Series Video:
The Impact of One Call Per Day.
Print a Participant Worksheet for each participant.

2Activity

Follow these instructions to illustrate the impact of booking one additional call each day.

Ask participants if they can all agree that that they probably lose one call each day that they can’t book. (The answer should be yes.)
Flipchart the following. Have participants take notes in their worksheets:

The Impact of One Call Per Day

-1 call/day x 5 days/week = 5 calls/week

-5 calls/week x 52 weeks/year = 260 calls/year

-Ask: What do you think our average ticket is for the company?

-$_____ x 260 = $ _____

-Say: But the story doesn’t end there.

-Ask: What percentage of those customers do you think purchase a Service Partner Plan?

-_____% x 260 x value of a SPP over 1 year = $_____

-Add the SPP $ total to the average ticket $ total.

-Say: But the story doesn’t end there.

-Ask: What percentage of those customers do you think will need a big ticket repair or replacement, like a new HVAC system, water heater, sewer job, etc.?

-Ask: What would you say a good average for a big ticket repair or replacement is?

-Multiply the big ticket percentage x 260 x average big ticket $, then add that total to the average ticket $ + SPP$ total, and circle the final result.

-Say: This is the true financial impact of just one call a day for a single CSR or a single Dispatcher.

3Video: The Impact Of One Call Per Day

Show the video.

Things to Discuss

How important do you feel that your job is to the company?

Your job is critical. Without someone taking inbound calls, making outbound calls, and dispatching calls, everyone else’s job would not exist.
We can have the best Technicians and Installers in the world, but without you as the front line to the customer, nothing else matters.
Your care and concern for customers and your professionalism can make or break the company, so take pride in what you do.

4Reinforcement

Encourage participants to focus on how important their role is this week.When they get frustrated or have a difficult customer, ask them to remember how critical their job is to the success of the company. Follow up in your individual coaching sessions to identify any change that participants have observed.

Note: This is why Call Conversion Ratio is a critical KPI in your company. Make sure Call Conversion Ratio by CSR is posted clearly in your call center.