In this episode of The Successful Contractor, host Bob Houchin interviews Sonya Fryar and Missy Jones of CertainPath about how to build and manage a thriving call center. These two industry experts share their best-kept secrets for creating a positive call center culture, hiring the right team members, and tackling the biggest challenges head-on. Whether you’re a small business owner just starting out or managing a growing team, this episode is packed with actionable advice and inspiring stories you don’t want to miss!

Highlights from the episode include:

·        Creative ways to avoid burnout and keep your call center staff engaged, including themed office events like ‘Talk Like a Pirate Day.’

·        The 6 most common problems call centers face—and how to fix them.

·        What makes a great dispatcher: The must-have traits that can turn chaos into order.

·        How to motivate your team with fun incentives like “$2 Tuesdays” and treasure chests of rewards.

·        Tips for successful outbound calling—and why it’s a must-have for modern contractors.

·        How to hire and train the right CSRs to ensure stellar customer service and high booking rates.

·        When to hire a dedicated call center manager—and the qualities to look for in this crucial role.

·        The power of technical training for CSRs and dispatchers—and how it can set your business apart.

·        Why tracking call center KPIs is key to long-term success.

·        Real-life stories of contractors who transformed their businesses through CertainPath’s coaching.

Sonya and Missy also open up about their personal journeys in the trades and how they found their calling at CertainPath, where they help contractors succeed every day. Their passion for the industry and genuine care for people shines in every moment of this conversation.

This is more than just a podcast episode—it’s a blueprint for running a high-performing call center that boosts your business and changes lives. Don’t miss it! Watch the full episode now on The Successful Contractor YouTube channel!"

Show Notes

The Successful Contractor Podcast is a part of the CertainPath family.  CertainPath builds successful home service businesses—and has for 25 years.  We do it by providing contractors with a proven path to success, professional coaching, software solutions, and a member community of 1,100+ strong. Doubling your sales, with a 20% net profit, and an inspiring company culture is ALL possible.  Let us show you the way. With CertainPath, Success is Made Certain. Visit www.mycertainpath.com for more information. 

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