Building An Amazing In-house Franchise Support and Call Center Team

The Advisory Board | Expert Franchising Advice for Franchise Leaders

Building An Amazing In-house Franchise Support and Call Center Team

29 mar 2023 · 40 min. 50 sec.

Descrizione

Join Debbie Melkonian, the Director of Managed Services for Footprints Floors and our host, Dave Hansen of ClientTether, as they discuss how Debbie helped build and grow an industry-leading customer...

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Join Debbie Melkonian, the Director of Managed Services for Footprints Floors and our host, Dave Hansen of ClientTether, as they discuss how Debbie helped build and grow an industry-leading customer support team.

In this episode, they discuss:

Why they decided to in-source rather than outsource their call center/customer service team
How they structured it to optimize franchise unit performance
How they oversee productivity, with an entire team of fully remote agents
Why having dedicated relationships on this team is creating incredible success for their franchise owners
How their structure and team dynamic creates transparency and accountability
The impact of consistency vs. round-robin agent assignment

With so many franchise brands looking to build out or outsource call center services, this is a timely episode filled with great insights.

We hope you enjoy it!

To listen to more franchising experts share the secrets of the trade from marketing to operations, listen to more of our episodes here: https://www.spreaker.com/show/the-advisory-board , or on Apple, Google, Audible, iHeartRadio, or anywhere else you like to listen to podcasts.

To learn more about ClientTether, visit us at www.clienttether.com

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