Build an in-house roofing call center that books storm damage appointments on autopilot. We handle the hiring, training, scripting, and dialer — you close the deals.
Please start by watching this video, I promise it will be worth your while, if not, I'll buy you a bottle of scotch.
If you already have a call center, we can typically slash your workforce in half and increase your storm damage appointment conversion rate by 30%.
If you don't have a call center, we can build you a roofing appointment machine where our average contractor adds several million to their top line every storm season.
We have multiple roofing clients doing > $40m a year booking storm damage appointments through their call center and we have the references to prove it.
Building your own roofing call center will get you a minimum one extra multiple at exit. If you're chasing storm damage without a call center, you're leaving money on the table.
We have been building Call Centers as a service since 2020. We built our very call center in 2014, we were generating over 500 consumer leads a day at our high point and needed a way to mine through them quickly. The Call Center Doctors was born from that company.
Wouldn't you like to own an in-house asset that you manage? That spits out appointments with a reliable, highly scalable CPA that works in any market. Why rely on external companies for your marketing when you can own this yourself?
Since then, we have generated over 1,000,000 high-quality appointments for roofing contractors chasing storm damage.
We have recruited north of 10,000 Call Center reps, we typically hire from Mexico and we hire several hundred people per month.
We have also recruited several hundred managers to train, manage the dialer, and manage the day to ensure everything runs correctly.
We have built over 300 call centers. Trust us when we say we know dialing.
Our average Roofing client sees a cost per acquisition of between $500 to $1,000. remember, this is after months, sometimes even years, of operating.
Building out a call center has several critical components for it to function correctly:
The first is the dialer. The dialer is used to connect the agents to the leads being dialed. We have been in the call center industry for nearly ten years and have used every dialer on the market. We settled on a Vicidial platform over three years ago, too, due to the extreme customization (150+ APIs and 50 pages of documentation), phenomenal connectivity, and control over the platform.
We have ten full-time developers on staff, using a heavily modified version of Vicidial.
There are over 60 different reports inside the platform, giving you fantastic visibility into the production of the agents.
The most prominent contact center we have built on the platform has over 120 agents dialing simultaneously.
It is highly scalable and works flawlessly.
It uses predictive dialing; we all know if we dial ten people, only 3 to 5 of them might pick up. It wastes enormous time dialing people manually, listening to ringing, voicemails, disconnected numbers, etc. This dials all leads programmatically and lets you keep your reps on the phone.
The dialer must fully connect to your CRM stack, Analytics stack, and project management if necessary. For instance, when an appointment or live transfer is set inside the dialer, it needs to be sent to your CRM with full call notes, call recording, and lead contact information.
The second is quality control. Have you ever bought appointments from someone, and they were absolute junk? Ever had a door-knocking team set a bunch of garbage? Have you ever created your call center or outsourced another one, and they were absolute horse shit? We have. It took millions of dollars in R&D to create the masterpiece we currently have.
All appointments go through a 12-step quality control process:
Was the agent confident in their opening statement? (Spoke clearly, gave a proper introduction to who they were and what they were calling about).
Did the agent form a solid and deep bond with the lead? Were they sympathetic and empathetic if anything happened to the lead? Did they show genuine interest in the lead?
Does the call feel calm, natural, smooth, and good to go? Or was it awkward and uncomfortable?
The script is a framework, and all the major points must be covered. A skilled agent can ad-lib a conversation and still hit the main points. Until the agent knows the script thoroughly, they need to follow it exactly. No variances; if changes are needed, they will be made centrally. This helps identify how to strengthen our scripts.
Did the agent provide helpful information about the program? Did the agent try to coerce a yes without proper fact-finding? Did the agent set a fake or inappropriate appointment when the prospect objected or was unsure?
Was this call logged adequately?
Were the notes filled out correctly? Did they contain all the necessary information to qualify the lead?
Did the lead pass the minimum requirements? Did they verbally confirm the minimum qualifications? Check the SOP inside ClickUp for the current criteria for a qualified lead.
Was the lead booked in the correct calendar? Was it submitted using the appropriate web form and lead form? Were all qualifying questions accurately submitted?
Did the agent remind the homeowner that all key decision-makers need to be present? Did they reconfirm the appointment time and date? Did they inform the lead about how to contact us if changes are needed? Did they emphasize the potential savings and the value of the consultation? Did they end with an invitation for any final questions and confirm the consultation as a free service?
What did the agent do well? What areas need improvement? Did anything particularly stand out?
Did the agent have a clear line? Were there any issues like muffling, background noise, lag, or echo?
We also audit all different types of dispositions, not only the appointments booked, from DNC's (why was it a do not call, how could we push harder?) Not interested, (why were they not interested, could we have pushed harder, where was the disconnect?) Call Backs, (Why was it a callback, could we not have sealed the deal right there?) Hang Ups (Why did they hang up on us, did we deliver the script wrong, was there no energy?) and so on…
Having proper quality control will make or break a call center.
Below is an example of one of our Quality Control Workflows
All the call centers we build are paired up with one of our Senior Call Center managers. We have multiple Sales Trainers / Call Center operators on staff who have been operating our clients Call Centers for years, we use these staff and pair them up with your call center operator to show them the ropes for quality control, sales training, call centeer management and more. Having a mentor plus a dedicated client success manager ensures your ultimate success with our platform. We have several layers of accountability built in to ensure you get the maximum results.
Recruiting is an art. It takes years of exposure and a big volume to get it right.
All of our reps have 1 to 2 years of experience cold calling. 80% to 90% of them are in Mexico, with the rest typically sprinkled around Egypt, the Philippines, Bangladesh, and other Asian countries.
Most of the reps we hire from Mexico lived in the USA for 10 to 20 years and are completely Americanized. This allows you to get a high quality rep at a amazing price saving you lots of money long term. We do on occasion hire from other countries, but we prefer Mexico due to the proximity of the location to the USA and Cultural understandings of America. The average American receives 20 to 30 unsolicited phone calls a week.
You want to have the highest chance of penetrating that potential customer and you only have a few seconds on the phone with them to gain their trust and begin the selling process.
Do you really want to leave this up to a bunch of people overseas?
We've also hired a lot from South America and Central America (Colombia, Nicauguara, Honduras, etc) they have amazing talent, a Mexican accent, and the cultural understanding and the level of English is pound for pound very poor compared to Mexico.
You want to stack the decks in your favor with a predominantly Mexican team, that being said, we don't discriminate, there is high-quality world-class talent everywhere, but why not focus on Mexico as your primary recruiting source?
We have a very thorough recruiting process that goes through 4 steps.
We have 10-full time recruiters who source candidates from hundreds of websites, Facebook groups, LinkedIn groups and other mediums.
You don't want to get this piece wrong, as it will make or break your contact center or put you months behind. Money is one thing, but it's the time-cost opportunity of not closing 50 to 100+ deals because you had the wrong people in place.
Recruiters source the agents and do a 10-15 minute interview. Assuming they pass the interview they move onto a form which they fill out.
The form is filled out with the following information:
Our internal HR team reviews the form and if they pass, does a secondary interview.
One of our sales trainers or our call center director does a third and final interview, if the candidate passes then they will be placed inside our clients call center.
During this last step, we make the agents role play through the script and we are looking for a bunch of different key factors and we rank them on a scale of 1 to 10:
The same process is done for managers for call centers but with more stringent criteria.
Imagine all of your leads coming from all of your sources and going directly into your contact center. Whether you are generating leads from paid ads, email, SMS, door knocking, or outbound calling, everything is sent to your call center for:
Leads, LeaDS, LEADS!
Your contact center needs leads to dial. We have used 15-20 different lead sources and they all sucked. They weren't consistent, some started good, then turned to hell, but most were absolute garbage.
We have a very unique method that uses Google Maps to manually look at the roofs of houses and ensure they have storm damage or aging shingles.
We look for:
By starting off with this data, our chances of booking an appointment are infinitely higher. The challenge with aged leads is they have been sold five times, 10 times, or even higher. You don't want to enter a bidding war with other companies on a job. Our method of finding data is unique and finds people that might be in-market or dealing with storm damage or in need of a roof replacement.
Our data procurement team is over 300 people strong and they cumulatively collect over 2 million records per month for our clients.
The end result for you is unlimited data for you to target via zip code to target homeowners with storm damage at 5 cents per record.
Yeehaw.
Having a good foundation for your outbound calling reps is paramount to your success.
We use a Learning Management System and put every single rep through over 30 hours of self-guided training which has over 50 tests.
This is coupled with 5 hours of in-classroom to ensure they are on point with their training and to answer and address any concerns or questions they may have.
If you have never used a learning management system before, they are an incredible resource to be able to measure the retention and absorption of information presented. We can tell if people are just skipping through videos or actually immersing themselves in them. This coupled with the tests and the in-class training ensures the highest quality of agents when they start dialing.
The managers go through agent training and they also go through a custom 20-hour training to ensure that they are doing it.
For a higher level of accountability, we also use a program called WebWork tracker installed on all new agents' and managers' computers.
This takes screenshots regularly, shows which apps are open shows mouse clicks and keyboard strokes, and other information about their computer. With a work-from-home environment, it's important we have these tracking tools to ensure no agents or managers are taking advantage of us and doing the work they are supposed to be doing.
Our founder Jason Shouldice built his first call center in 2014 and has been helping roofing contractors scale ever since.
We are constantly complimented on having the best training that the roofing industry has seen.
Having a proper human resources department in place is paramount to your success.
Our HR department is responsible for:
It's like having a whole virtual army in place to manage your virtual troops.
At the end of the day, our goal is to manage the day-to-day of your call center so that you can focus on scaling your installation side, let us do the heavy lifting for you.
We recruit incredible talent from Mexico and Latin America — bilingual, hungry, professional reps who show up every day ready to dial. The cost difference is staggering:
That's 60-75% savings on labor — which means you can run a 10-person call center for the cost of 3 US reps. The talent pool in Mexico is deep, the work ethic is outstanding, and we handle all the recruiting, vetting, and onboarding so you get top-tier agents from day one.
A key part of running a contact center is ensuring that it can effectively communicate with your software stack.
We have integrated with countless CRMs, project management tools, visual dashboards, and more.
We've integrated with every major roofing CRM on the market. Complex integrations are our specialty — if your CRM has an API, we can connect it.
If you are not leveraging a crm or are not using your crm properly, consider having us build you a custom CRM inside highlevel.
Features includes:
And the list continues…
When you are generating a high volume of deals, a lot gets lost due to improper pipeline management. Well fed reps get blinders on and only focus on the hottest deals. The fortune is in the follow-up and having worked and consulted with countless companies, we see a lot of deals being lost due to improper protocols, visibility, and accountability.
One of our specialties is KPI dashboards. Check out this dashboard below that pulls data from Google Data Studio, Spreadsheets and a Client Contact Center.
We can make custom dashboards as per your spec, nothing is too complicated.
Not only do we build your contact center for you, but we manage it for you on a on-going basis.
Our full virtual HR team ensures you always have the highest quality of reps dialing and producing appointments for you.
We train your managers on a daily basis and once a quarter do a intensive 10 hour upgrade of their skills.
We are looking at multiple KPI's on a daily basis for your contact center these include but are not limited too:
We also monitor their daily quality control to ensure they are only letting appointments through that have passed our stringent criteria.
We monitor daily calendar booking to ensure your managers are putting all appointments inside your calendar.
We ensure the daily appointment report is compiled fully.
We record all manager's meetings with their agents to ensure they are properly coaching and training the agents.
We monitor the daily morning huddle to ensure that the agents are motivated and ready to go.
We monitor your daily data to ensure it's fresh and ready to go.
We check daily to ensure any reps that have been offboarded have been done so properly.
We monitor both your agent and manager channel on our communication platform to ensure all information is being transmitted succinctly.
We have a full reschedule campaign for all no-shows and reschedules to ensure all your appointments are put back on the board.
This is not an exhaustive list by any means, but we ensure that your call center is being monitored very closely at all times to get you the best results.
No shows and cancels, our worst enemy!
How do we handle this? We have a rehash campaign for every contact center we create. All no-shows and cancels are dialed aggressively on a daily basis to get those appointments back on the calendar for your reps to close.
We believe it's the sum of a bunch of small things which creates the bigger outcome.
This allows you to recoup a lot of opportunities that would have been lost.
We constantly monitor over 100 KPI's inside your call center to ensure you are getting the maximum results.
At the end of the day, accountability and visibility is what makes a well oiled call center run.
If we decide to work together, you will have an account manager who will meet with you multiple times per week in the beginning to ensure things are running smoothly.
Outside of meeting times, your account manager is always a phone call, text or email away. If they aren't currently in another meeting they will be able to meet with you real time. Typically we can get clients in meetings within 1 to 2 hours of a request.
There is a significant investment to build a call center with us and we believe you deserve world-class support and access to us.
Every call center we build comes with full support over Slack. You'll have a dedicated workspace with direct access to our team for real-time troubleshooting, script updates, and performance coaching.
We create 3 channels for every client that works with us.
The agent channel is where your executive team, our team, and your call center managers communicate directly with your reps. They ask questions there, team huddles are organized through it and any communication with regards to the dialer, scripts, objections, rebuttals and more is communicated through there.
This is direct communication between our executive team, your executive team, your call center manager and our developers. This is to discuss any questions, concerns, COMPLIMENTS (😀) and to communicate with regards to payroll, performance issues or anything else for that matter.
This is a example of a appointment booked in the appointment booking channel:
As you can see, there is a lot of thorough information collected with every appointment and there are very few better adrenaline hits in life than seeing fresh appointments coming in ready to be closed by your team!
After setting > 1,00,000 appointments between ourselves and our clients, we know what it takes to create an incredible appointment.
All appointments come with the information below as follows:
Over 200 million phone calls and counting. Our roofing script has literally been rewritten almost 50 times. We learn new things almost daily and when we do a script update, we update the script for all clients.
The script takes approximately twelve to fifteen minutes to deliver.
It is designed to deliver conviction, excitement, and value and actually gets people to show up for the #!%$^#!@ appointment.
There is a difference between setting an appointment, setting a quality appointment, and getting them to actually show up.
Our world-class tech support team works 5 days a week Mon-Friday from 9 a.m. to 10 p.m. Eastern time. Our average response time is typically under 2 minutes.
We help with:
We also have several different levels of support and an escalation queue in case you get stuck on anything.
We don't just build call centers — we own and help manage some of the biggest roofing and sales communities online. Over 85,000+ members trust us for industry insights, lead gen strategies, and real talk about scaling.