Residential Contractor Outbound Calling: Are You Listening? - Nexstar Network


Your people hate making outbound calls, and your customers can hear it in their voices. Listen for yourself. I’m willing to bet the calls are terrible.

Part of this comes from the fact you put almost no effort into your outbound calling program. Telling your team “to call all plan members to book the maintenance calls they already paid for” does not count as effort.

Your team and your customers will appreciate the change.

Read more about what you can do to improve the outbound calling process for your team. 


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