Call Center Solutions

From inbound customer support calls to outbound lead development and appointment booking, our experienced team is here to help you grow.

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Centah’s Call Center Solutions

Centah’s award-winning and 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.

Basic Product Offering Components & Benefits

Highly Efficient

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Centah’s Call Centers are a centralized, highly efficient solution designed to manage large volumes of customer interactions.

Superior Service

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Our superior customer service is a result of our rigorous screening and on-boarding process to identify and successfully train the best agents.

Satisfaction + Quality

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We manage, measure, and monitor the performance and activities of our agents to ensure issue resolution, quality control, proficiency, and service excellence.

Brand Affinity + Trust

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Ongoing training/coaching of team members, with a highly collaborative client engagement model, are reasons brands trust our call centers.

Regional Call Scripting

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Centah’s call center offers customizable scripting based on region and geography.

Call Interval Reporting

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Interval Reporting provides insight into call handling, agent timeliness, and overall performance.

Agent Quick Notes

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Quick Notes allow for rapid notation of calls, rapidly reducing after-call work time.

Call Recording Access

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Access to individual call recordings provides substance and reference to customer interactions.

Add-On Modules & Functionality

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.

Goal

Complete customer acceptance of the proposed issue solution and confirmation that the resolution met customer expectations.

Value

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.

Goal

Achieve a 10% close ratio for promotional offering, followed by a 30% appointment booking success rate.

Value

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.

Goal

Successfully reinstate the canceled project and/or identify the initial cause for cancellation.

Value

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.

Goal

Create a “wow” impression with the customer, as well as identify potential issues in their early stages.

Value

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.

Goal

Create a “wow” impression with the customer, as well as identify potential issues in their early stages.

Value

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.

Goal

Take the client ‘off the street’ by encouraging commitment to a scheduled meeting. Convert your advertising dollars to closed sales quickly and effectively.

Value

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.

Goal

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.

Value

Demonstrate to the customer that their business is of high value and importance by working with them to meet their expectations.

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.

Goal

Complete customer acceptance of the proposed issue solution and confirmation that the resolution met customer expectations.

Value

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.

Goal

Achieve a 10% close ratio for promotional offering, followed by a 30% appointment booking success rate.

Value

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.

Goal

Successfully reinstate the canceled project and/or identify the initial cause for cancellation.

Value

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.

Goal

Create a “wow” impression with the customer, as well as identify potential issues in their early stages.

Value

Build brand affinity by demonstrating to the customer that they are cared for and valuable to your business.

Outbound Customer Completed Job Surveys

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.

Goal

Determine customer satisfaction levels with the overall business, as well as each of the project stakeholders.

Value

Pro-actively surveying the customer the day after their project has been completed increases customer trust, peace of mind, and loyalty to the brand.

Appointment Setting

Book an in-home estimate with the customer during their first inbound connection.

Goal

Take the client ‘off the street’ by encouraging commitment to a scheduled meeting. Convert your advertising dollars to closed sales quickly and effectively.

Value

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.

Goal

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.

Value

Demonstrate to the customer that their business is of high value and importance by working with them to meet their expectations.