It can be not fun to call a big company for help or information. Have you ever gotten someone you can’t understand? Or, you have to select from automated options - none of which cover the reason for your call?
If we own a business, we certainly don’t want our customers to feel that frustration.
Call centers can be viewed as expenses that need reducing. Or, as I’ve seen in franchising, they can be seen as important SALES AND MARKETING TOOLS that ENHANCE CUSTOMER EXPERIENCE and support REVENUE GENERATION FOR FRANCHISEES.
One person I worked with named Alexandro dropped a franchise because it didn’t have a call center.
He knew the importance of not having the owner distracted from revenue generation activities by interviewing, hiring, training and managing a customer service rep to answer his business’ phone. This is where many franchises step in and provide this service as part of their support to franchisees.
Providing well-trained customer service representatives in U.S.-based franchise call centers is a COMPETITIVE ADVANTAGE. The call service reps are employed by the franchise and work exclusively for its franchisees. They are trained to CONVERT CALLS TO APPOINTMENTS. In addition, it is typically LESS EXPENSIVE for a franchisee to use the franchise’s call center services than to hire someone locally to fill this role.