Do you really know about your company’s voice and are you doing anything to improve it? Constant evaluation and improvement is the only way your call center will improve, and you, as a leader, need to drive the momentum. We tend to pay the most attention to the technicians in the field who bring in the money. But if those techs don’t have any calls to run, that is a losing strategy.

Read about the THREE “If” questions I use to help identify where to start working to improve the call center for residential PHCE contractors.

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