TAMPA, FL - (Marketwired - Dec 30, 2014) - When an entrepreneur opens a junk removal franchise or a moving franchise, he or she needs to be working on the business, not in the business. The owner should be out meeting potential clients, hiring and coaching the staff that is performing the junk-removal or moving jobs, and reviewing appointments and schedules in the office.
College Hunks Hauling Junk franchise owners do just that, thanks to the College Hunks Hauling Junk call center. Better known as the Sales and Loyalty Center, its experienced staff works with live callers and follows up with web inquiries to provide information on rates, available days and much more. The call-center team also provides service appointment changes, estimates and other job-related services.
"I would say that the call center books about 60 percent to 70 percent of the franchise owners' jobs, and the website books another 25 percent or more, so our junk removal franchise owners and moving franchise owners typically handle less than 5 percent of their total volume themselves," said Tim Heidemann, director of the College Hunks Hauling Junk Sales & Loyalty Center. "We historically handle about 30,000 calls monthly, or around 1,000 a day, and that number is growing as our brand grows."
That means the franchise owner also doesn't have to invest in call-related staff in the office. "Those payroll savings are magnified when you factor in training, software and supervision," Heidemann added.
Another benefit of the College Hunks Hauling Junk Sales and Loyalty Center is that every call, every email - every interaction with existing and potential customers - is measured and evaluated for improvement. The goal is to answer calls within 30 seconds and to keep the abandon rate less than 5 percent, which is world-class in terms of call center performance. Emails and web leads are also handled quickly, as "speed to lead" is key in any sales environment.
"We are always evaluating how our call center employees handle customer needs, and that lets us improve booking percentages and customer satisfaction," said President and Co-founder Nick Friedman. "We coach our call center staff so that they can constantly improve, and that lets them know that they are valued. In other words, we treat them the way we want them to treat our customers, and it works."
To learn more, visit http://collegehunksfranchise.com.
SOURCE College Hunks Hauling Junk
Danielle Wright Kimble
College Hunks Hauling Junk
College Hunks’ mission is “Move the World.” We take a highly stressful event like moving, downsizing, or uncluttering and turn it into a positive...
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