From inbound customer support calls to outbound lead development and appointment booking, our experienced team is here to help you grow.
Centah’s innovative Call Centers specialize in creating and executing proactive marketing programs that promote revenue generation and support your customer projects every step of the way.
The modules & functionality listed below are available to enhance your basic Call Center package utilizing the Centah Work Flow and Lead Management Platform. To speak with a member of our Business Development team and discuss how Centah can work for your business.
Complaint Resolution Management
Complaint Resolution programs include the intake of customer issues and coordination with responsible parties to resolve problems quickly and effectively. Customer calls are received, and the communication timeline is outlined (without making promises) while ensuring the customer is aware of and accepts each solution stage.
Complete customer acceptance of the proposed issue solution and confirmation that the resolution met customer expectations.
If a customer issue is resolved quickly, efficiently, and to the customer’s satisfaction, the Complaint Resolution process will have created a Brand Ambassador.
Outbound Sales Initiatives
Outbound Sales Initiatives are recurring, targeted customer connections that discuss promotional offers as a thank you to the customer for their continued business and loyalty. Completed project lists are created to determine customers who meet promotional criteria.
Achieve a 10% close ratio for promotional offering, followed by a 30% appointment booking success rate.
Past customers will be offered promotions before the general public, resulting in increased trust and loyalty to the business.
Outbound WinBack Initiatives
Customer WinBack Initiatives include contacting all customers with a canceled project utilizing a dedicated Dashboard that displays only such work orders, and offering project promotions while identifying the reason for project cancellation.
Successfully reinstate the canceled project and/or identify the initial cause for cancellation.
Demonstrate to the customer that their business is of high value and importance by working with them to meet their expectations.
Outbound Appointment Confirmations
Confirmation initiatives follow-up with customers at specific stages throughout the project workflow to ensure all necessary project and appointment information is captured, and that their expectations are being met. To carry out these campaigns, a confirmation dashboard is used which allows customers to be pro-actively contacted in a prioritized and time-efficient manner.
Create a “wow” impression with the customer, as well as identify potential issues in their early stages.
Build brand affinity by demonstrating to the customer that they are cared for and valuable to your business.
Outbound Customer Completed Job Surveys
Confirmation initiatives follow-up with customers at specific stages throughout the project workflow to ensure all necessary project and appointment information is captured, and that their expectations are being met. To carry out these campaigns, a confirmation dashboard is used which allows customers to be pro-actively contacted in a prioritized and time-efficient manner.
Create a “wow” impression with the customer, as well as identify potential issues in their early stages.
Build brand affinity by demonstrating to the customer that they are cared for and valuable to your business.
Appointment Setting
Book an in-home estimate with the customer during their first inbound connection.
Take the client ‘off the street’ by encouraging commitment to a scheduled meeting. Convert your advertising dollars to closed sales quickly and effectively.
Demonstrate to the customer that your customer service is superior to the competition. More importantly, get qualified leads at first contact, dramatically increasing your closing ratio and driving profit.
Quote Abandoned Customer Follow-Ups
Customer Follow-Ups include contacting all customers with a project that has not yet been sold and re-lighting/encouraging the sale utilizing a dedicated Dashboard that displays only such work orders.
Successfully re-ignite the abandoned project and/or identify initial cause for delay. Ensure your customers are receiving quality attention from your Service Providers.
Demonstrate to the customer that their business is of high value and importance by working with them to meet their expectations.
Complaint Resolution programs include the intake of customer issues and coordination with responsible parties to resolve problems quickly and effectively. Customer calls are received, and the communication timeline is outlined (without making promises) while ensuring the customer is aware of and accepts each solution stage.
Complete customer acceptance of the proposed issue solution and confirmation that the resolution met customer expectations.
If a customer issue is resolved quickly, efficiently, and to the customer’s satisfaction, the Complaint Resolution process will have created a Brand Ambassador.
Outbound Sales Initiatives are recurring, targeted customer connections that discuss promotional offers as a thank you to the customer for their continued business and loyalty. Completed project lists are created to determine customers who meet promotional criteria.
Achieve a 10% close ratio for promotional offering, followed by a 30% appointment booking success rate.
Past customers will be offered promotions before the general public, resulting in increased trust and loyalty to the business.
Customer WinBack Initiatives include contacting all customers with a canceled project utilizing a dedicated Dashboard that displays only such work orders, and offering project promotions while identifying the reason for project cancellation.
Successfully reinstate the canceled project and/or identify the initial cause for cancellation.
Demonstrate to the customer that their business is of high value and importance by working with them to meet their expectations.
Confirmation initiatives follow-up with customers at specific stages throughout the project workflow to ensure all necessary project and appointment information is captured, and that their expectations are being met. To carry out these campaigns, a confirmation dashboard is used which allows customers to be pro-actively contacted in a prioritized and time-efficient manner.
Create a “wow” impression with the customer, as well as identify potential issues in their early stages.
Build brand affinity by demonstrating to the customer that they are cared for and valuable to your business.
Customer surveys completed at the final stage of the project to determine their level of satisfaction in regards to the sales process, service provider performance, and overall project outcome. Customers are contacted using scripting developed in collaboration with the client to meet their unique business needs.
Determine customer satisfaction levels with the overall business, as well as each of the project stakeholders.
Pro-actively surveying the customer the day after their project has been completed increases customer trust, peace of mind, and loyalty to the brand.
Book an in-home estimate with the customer during their first inbound connection.
Take the client ‘off the street’ by encouraging commitment to a scheduled meeting. Convert your advertising dollars to closed sales quickly and effectively.
Demonstrate to the customer that your customer service is superior to the competition. More importantly, get qualified leads at first contact, dramatically increasing your closing ratio and driving profit.
Customer Follow-Ups include contacting all customers with a project that has not yet been sold and re-lighting/encouraging the sale utilizing a dedicated Dashboard that displays only such work orders.
Successfully re-ignite the abandoned project and/or identify initial cause for delay. Ensure your customers are receiving quality attention from your Service Providers, and not talking with the competition.
Demonstrate to the customer that their business is of high value and importance by working with them to meet their expectations.
