PHCE Call Center: Eliminate Blind Auditions from Your Company's Voice - Nexstar Network

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.

For more on how Nexstar’s 20 years of helping independent residential contractors succeed can benefit you, call 1 (888) 240-STAR or email



Tom is a call center excellence coach with Nexstar and has managed call centers in the PHCE industries for more than 15 years. He's passionate about raising the level of call center training and customer service expertise for home service providers. To see all of Tom's publications, click here. He can be reached at 651-789-8590 or