Once your call center begins performing poorly, it is like other medical conditions which are complex to diagnose. Here, there are dropped calls, and angry customers, and agents resigning left right and centre–where do you start? This is precisely the reason why The Call Center Doctors is here and their strategy can be the solution your business is seeking.
What is The Call Center Doctors?
Imagine The Call Center Doctors as the Doctors you call when your contact center is ill. They were started in 2021 as not a team of consultants who delivers a report to you and walks away. In fact, they construct, staff, and operate complete contact centers on a bottom-up basis.
Their portfolio has already done close to 100 build-outs in industries that you would be familiar with- solar companies, mortgage refinancing, merchant cash advance, timeshare exit services, and commercial cleaning businesses. At the moment, they are operating with about 1,000 representatives making calls every day with call centers that they have built.
Its name is not merely an ingenious marketing. They actually treat their clients as a doctor would treat his patient: investigate the issue, prescribe a course of medicine and follow up until you are better.
The Problems They Actually Tackle.
It is the same few problems that most call centers are plagued with and it is your chance to be no different. The technology does not communicate with one another. The dialing system is not logical in any way. Staff are only trained during the onboarding process after which no more. There is reportage but no one knows what these reports entail and what to do. You have got yourself into costly agreements with suppliers who fail to deliver as they promised.
Sound familiar? The Call Center Doctors deal with such symptoms on a daily basis.
They have a very easy idea of the solution but very hard to do: they do not fix problems on a case-by-case basis but rather recreate your whole operation under a single roof. It implies that you will have full control over the inbound and outbound campaigns and not need to deal with various vendors and have to find excuses on why something is not working.
They do both either a brand new call center to build a new one or repair an existing one. In other cases, it is an overhaul of the prescription. Occasionally it can be process, people or platform targeted processes.
The Call Center Doctor Method.
Their strategy consists of four key areas that play the same role as organs in a healthy body: strategy, technology, people and measurement.
Strategy and Architecture
They plan your operation architecture before they even touch any technology and before they employ anybody. These are the structure of campaigns, routing of calls, quality assurance, and performance review frequency. The idea behind it is to have leadership have clear visibility on what is working so that you can correct what is not and amplify what works.
Technology: CRM, Dialers, and Automation.
They do not simply install customer relationship management systems and wish. Rather, they integrate these tools to the specifics of your sales process in order to be able to gauge actual results.
On the dialing side, they select the appropriate approach to this or that situation:
Predictive dialers allow your agents to talk with limited down time in a campaign of high volume. The system anticipates the availability of agents and makes calls.
Power dialers are more effective when you have to ensure the quality of calls and their pace, particularly with specific prospect lists, which require more focus in each conversation.
Preview dialers are appropriate in cases of heavy value calls that are complex and where the agent is at an advantage of having some background information read before the call.
Their technology strategy is based on VICIdial, an open-source call center platform that they use with justifiable reasons. It has more than 150 APIs and a rich documentation, which implies that their developers can use it in the exact way each client requires. They have even created a much-customized version that is backed by full-time programmers.
Data and Reporting
Numbers are not liars but they are useless when no one knows about them or makes any action about them. The analytics and reporting of the Call Center Doctors are built both in the initial set up and in the operations. This provides business owners with the visibility they have lacked as well as the intelligence to make intelligent decisions.
Human Resources: Recruitment, Education and Continuous Learning.
Their medical approach is sure to show here. They do not simply inject more individuals into the coverage issues but remedy the underlying causes by means of improved processes and training.
They create whole hiring and recruiting structures to discover nearshore and offshore talent at a fraction of the US prices. The task of finding people is not the end. They support their recruitment with extensive sales training and learning management systems to continue with the development.
What comes out of it is not just warm bodies in the seats, but well-vetted, well-trained professionals who know what they are selling and how it is best marketed.
How Fast Can You Go Live?
The calendar is based on your requirements. In weeks smaller teams can be operational. Greater and more intricate operations usually require a number of months. The point of difference is that they execute all that: settings, fine-tuning of the processes, training of the staff, integration of the technology, and the performance management. You receive a practical route in regard to going live rather than empty promises.
Pricing and Service Options
The Call Center Doctors have a number of service categories to serve a variety of needs:
Virtual Receptionist takes care of your phone coverage by the professional agents representing your brand.
Outreach Campaigns generate your sales and support work with trained teams on optimized technology.
Services provided under chat also include web chat, SMS and Facebook messaging to ensure that you meet the customers on the platform of their choice.
They offer their Basic plan at $59.99 a month and allow 60 calls, one support agent, unlimited history of tickets, voicemail, 24/7 system monitoring, and 7 days free trial without a credit card. This entry level option is good to test workflows, test lead sources, and test scripts, and then scale up.
Note that prices may vary, which is why they can review their current webpage and get the most recent information.
Specialization in the solar industry.
To the extent that they serve in numerous sectors, The Call Center Doctors have gained specific experience in solar. They also have their own solar page and they also provide a free guide to call center success in solar. Their group is aware of the peculiarities of solar appointment-setting and sales, such as dialer logic, reporting needs, and most effective training strategies in this market.
The Metrics That Matter
All clients have a dashboard that is distinct, yet their mechanisms and practices are structured to enhance four important measurements:
First Call Resolution (FCR) is a metric used to assess the rate at which you resolve the customer issues during the initial communication. This induces customer satisfaction and efficiency.
Average Handle Time (AHT) is streamlined with more efficient call connectivity, CRM interfaces, and intelligent automation which removes the number of repetitive activities.
Customers Satisfaction (CSAT) is enhanced by enhanced training programs, learning management system, and quality assurance processes.
The combination of improved technology, better processes, and more skilled agents is a good thing as it helps in conversion rates. Their resources cite the reduction of costs and revenues that are large after their full system implementation.
One of their case studies asserts that clients are able to achieve an additional 30 percent of closed deals every month when every one of them is done properly, as per the volume of calls. Although the outcomes differ depending on the business and the industry, this will provide you with a glimpse of the possible impact.
What to Measure and When
It is equally important to know what to keep track of and have the capability to track it. According to the Call Center Doctors, it is better to use various measures at various times:
The lead to connect rates, connect to conversation rates, appointment set-to-show rates, quality assurance pass rates, schedule adherence, and coaching completion rates should be tracked weekly.
The monthly reviews must include the trends of First Call Resolution, trends of Average Handle Time, customer satisfaction rating, revenue per hour, cost per acquisition, and retention rates of the agents.
These measurements can be made practical on leadership meetings and on-floor coaching sessions, because of the reporting tools and review processes available to them.
The Bottom Line
When you are sick of pursuing regular conversions, having vague reporting and you are not able to scale your call center operation, the under one roof model by The Call Center Doctors is a viable alternative to having different vendors and hoping they complement each other.
This strategy is a mix of VICIdial-based dialers and CRM integrations with recruiting, training, and learning management systems to continue boosting ROI and continue enhancing it using data-driven findings.
In case there are businesses willing to approach their call center dilemma with the same seriousness they are dealing with an operation problem, The Call Center Doctors offer the diagnosis as well as the cure. They have their Houston headquarters and consultation options and it is just easy to talk about your own situation, need to get things done within the time frame and also about integration needs.
It is not whether you want your call center to get assistance but whether you are willing to receive an assistance that actually works.
FAQ
How does the call center doctor practice look in reality?
It is their all in one solution: strategy, technology (CRM, dialers, automation), staffing, training, analytics, and this continuous support system – deployed as a single solution instead of a group of various vendors that you need to deal with.
Do you repair an already poor performing center or do you just create new ones?
They do both. In some cases, they identify the bottlenecks and recommend certain routing, change of scripts, staffing, or change of dashboards. On other occasions they develop a totally new operation and develop it adequately to start with.
What dialer is best my team to use- predictive, power or preview?
It will rely on the quality of your lists, compliance mandates and complexity of deal. Their team analyzes your particular situation and sets up the correct methodology of every campaign.
What is your reason as to why you use VICIdial over the other platforms?
It is open-source, has been tested in enterprise scale and it is highly customizable. Their developers can make it precisely match the workflow of each client rather than making you conform to the limitations of the software.
Do you assist in hiring and continued training or do I have to hire another vendor?
They deal with both – developing funnels to recruit nearshore and offshore talent and delivering sales training and learning management system based development programs.
How soon can we go live?
Weeks when it comes to small teams, months when it comes to bigger operations. Timeline is based on scope and complexity of integration, but they give realistic expectations at the outset.
How much should you spend as a beginning budget?
They provide packages that begin at approximately $60 /month on the simply services, yet majority companies require more advanced solutions. See their existing site to understand the level of pricing and what is included.
Are you in favor of solar booking in particular?
Yes, they have committed solar experience, and provide a free manual on their 10 steps solar call center process.
