Home Services Guide to Outsourced Call Centers 

Outsourcing some, or all, of your call center operations provides significant advantages tailored to home services businesses. The incremental benefits beyond relying solely on limited in-house staff include:

-24/7 availability

-Increased capacity

-Improved customer service

-Optimized costs

-Latest technology

-Specialized expertise

24/7 Availability 

Outsourced partners can cover:

• • -After-hours
  • -Overflow during hours
  • -Overnights
  • -Weekends
  • -Holidays
  • -Scheduled Staff Training
  • -Marketing campaigns
  Round-the-clock availability ensures customers can reach agents whenever issues occur rather than waiting on hold, leaving messages, or contacting your competitors.

Increased Capacity

Outsourced centers maintain large, specialized teams. This provides economies-of-scale that home services companies can leverage to:

• • -Reduce wait times
  • -Reduce abandoned calls
  • -Increase customer satisfaction and customer lifetime value
  • -Handle seasonal/unexpected spikes in demand
  • -Process high inbound demand work request volumes
  • -Balance occupancy levels for in-house staff to increase morale
  • -Incorporate planned training time into in-house staff schedules to increase quality

Improved Customer Service

• Outsourced teams, like Dexcomm, maintain average customer tenure of over 10 years by focusing exclusively on service delivery versus other duties.
• Lower hold times, quicker response, and higher job booking rates mean customers receive service sooner and with more satisfaction. Customer lifetime value increases and so does your revenue.

Optimized Costs

• -Reduce labor costs by leveraging economies of scale and specialized skills to deliver services at a lower total labor cost.
• -Avoid overhead expenses like facilities, equipment, IT infrastructure that come with in-house staff.
• -Gain variable pricing. (Outsourced pricing models like per transaction or volume-based allow costs to scale directly with usage rather than fixed in-house costs.)
• -Access the latest technology with up-to-date tools and infrastructure as part of service, avoiding obsolescence risk and capital costs.
• -Reduce training and turnover costs when your partner hires and trains their own specialized staff, reducing recruiting and knowledge transfer costs.
• -Shift your in-house call center operations from fixed to variable cost based on usage.
• -Improve cost forecasting with variable outsourced pricing and more predictable cost modeling compared to fluctuating in-house costs.
• -Focus your in-house team’s time on higher value services rather than call center management.
• -Provides labor cost optimization.

Staying on the cutting edge of technology can be an expensive endeavor for any company. Rather than investing heavily in the latest computer systems and software licensure costs to handle administrative tasks in-house, outsourcing these functions allows you to avoid the costs associated with constant upgrades and obsolescence. Outsourced partners maintain these systems without you needing to do so. This ensures your administrative needs are met with up-to-date solutions without capital investment. Customers care that the job gets done efficiently, not whether the work is handled in-house or by a partner. By leveraging outsourcing for administrative needs, companies can present a polished, professional image right from the start, without bearing the financial burden of managing these systems internally. The strategic use of outsourcing grants established-business capabilities without established-business costs.

Latest Technology

Specialized outsourced centers invest heavily in state-of-the-art technology stacks, including:

• • -IVR systems
  • -Advanced call routing algorithms
  • -Powerful, customized scripting workflows to match your processes
  • -Cloud infrastructure
  • -Predictive analytics
  • -Quality control analysis
  • -Custom reporting dashboards
  • -Application Programming Interfaces (APIs) which input call data directly into your field service management software
  • [We seamlessly interface with Service Titan system. Ask us to see it in action!]

Specialized Expertise

• -While in-house agents juggle multiple responsibilities, outsourced agents focus on delivering exceptional customer service as their core function.
• -Partners like Dexcomm use robust onboarding, personalized agent coaching, and skills certification courses to develop specialized expertise suited for home services intake, scheduling, and support.
• -Laser focus on service quality without distraction of other duties facilitates better performance.
• -Skill-based routing

By leveraging outsourced call centers, home service companies can ensure customers reach responsive agents 24/7 while optimizing in-house resources. Industry expertise, scalability, and latest technology provide a strategic advantage difficult for solo call centers to match.

Once the benefits of outsourcing are clear, the next step is vetting partners to identify the optimal fit. Key criteria to evaluate prospective call centers on include:

• -Industry experience
• -Scalability and flexibility
• -Quality and security
• -Cultural fit

Industry Experience

Prioritize partners with extensive experience specifically within home services. Domain expertise should include:

• • -Intake protocols for HVAC, plumbing, electrical, appliance repair, etc.
  • -Diagnosing and dispatching for technical service needs
  • -Scheduling and reminder protocols
  • -Customer service etiquette for in-home services

Ask for portfolio of existing home services clients as proof points.

Scalability and Flexibility

Review technical and staffing capacity to support scalability for:

• • -Sudden call surges
  • -Seasonal fluctuations
  • -Long-term business growth

Ask about our experience assisting clients through rapid periods of expansion.

Quality and Security

Ensure rigorous protocols for:

• • -Agent hiring and screening
  • -Ongoing training and skills development

When it comes to call monitoring and scoring:

• • -Review quality management methods and performance metrics.
  • -Vet data security and compliance measures thoroughly.

Expert Insight: Most outsourced call centers train their agents for a few days and then turn them loose to answer calls. That is not how it works at Dexcomm. We train our agents with an intentional, structured training process that lasts for an average of 9 months. Initial classroom training lasts four weeks, and then we teach highly tailored courses for each skill-group that an agent will answer. Only after mastering these succeeding levels of skill groups are they ready to answer your calls.

We partner with CallSource to boost our number of calls graded, and leverage their data, analysis, and insights for how we can improve on both an agent and customer level. This maximizes the one-to-one follow up time we have to ensure we are meeting your expectations.

Cultural Fit

• -Alignment on core values, goals, and long term service vision ensures smooth collaboration.
• -Tour the call center office and listen to interactions to assess firsthand.
• -Optimize integration by selecting partner with complementary (not identical) company culture.

By thoroughly vetting partners, home services companies can identify qualified outsourcing providers to deliver maximum value on these key dimensions. You will also have a partnership you can trust that is in it for the long term.

When evaluating outsourcing, an important step is understanding the pricing models and clearly defining associated costs. There are many different items to consider:

• -Per minute vs per user
• -Tiered vs flat pricing
• -Hidden costs to watch out for
• -Volume discounts and terms

Major pricing models include:

Per Minute Pricing

• -Simple and straightforward model - charged per minute of work time
• -Rates around $1.25 - $2.25 per minute typically, based on program scale and features
• -Could also be in the form of base minutes and overage minutes.
• -Per-minute pricing advantages:
  • -Precisely aligns cost to call volumes
  • -Only pay for what you use
  • -Fluctuating call volume doesn't impact minimum commitments

Per User Pricing

• -Charged monthly per call center user/agent assigned
• -Average around $3,500 - $7,000 per agent per month depending on experience, on-shore, near-shore or U.S. -based
• -Benefits include:
  • -Fixed monthly costs for budgeting
  • -Dedicated agents ensure familiarity working with you
  • -Agents well-utilized regardless of fluctuations in monthly call volume
  • -Ensure minimum hour commitments don't overstaff during slower periods

Tiered Pricing

• -Blended approach with per minute base rate + per user fees
• -Minimum monthly commitment for number of users/hours
• -Tiered usage charges apply as call volumes scale up from baseline
• -Provides elements of both minute and user-based models
• -Tiers accommodate growth while minimums keep costs controlled

Flat Monthly Fees

• -Single flat rate per month regardless of usage
• -Applicable for very predictable recurring call volumes
• -Usually includes cap on minutes/hours of usage before overage charges

When selecting pricing models, carefully project expected call traffic patterns and growth curves. Weigh the benefits of flexibility vs. predictable costs for your needs.

Hidden Costs to Watch For

• -Charges for IVR changes and new number provisioning
• -Added fees for reporting, integrations, QA listening
• -Fees per phone line or toll-free number fees
• -Holiday, after hours, or weekend fees
• -Per call charges in addition to per minute fees
• -System time charges that are not agent work time

Clearly identify all applicable fees in your outsourcing agreement before signing to avoid surprise costs. The optimal model aligns with your growth projections and business needs.

• -Building an implementation plan
• -Data and integration considerations
• -Training and onboarding
• -Setting up QA and governance

Once an outsourcing partner is selected, constructing a thorough implementation plan is crucial for a smooth transition. Key steps include:

Building an Implementation Plan

• -Document all processes and workflows between companies to address
• -Conduct implementation kickoff call to align all stakeholders
• -Create detailed call handling plan and how long those calls should take
• -Assign team members to oversee specific areas like training, QA, reporting
• -Hold regular status calls to monitor progress and issues
• -Keep leadership updated and engaged throughout transition

Data and Integration

• -Audit all data inputs required (Field Service Management credentials, CRM, dispatch systems, forms, etc)
• -Assess and select best APIs for required integrations
• -Map data flow end-to-end between companies
• -Develop processes for data transfers, syncing, and security
• -Test integrations thoroughly before launch

Training and Onboarding

• -Provide extensive training materials and resources on products, services, systems
• -Conduct onboarding over minimum 2 week overlap training period
• -Shadow call monitoring and side-by-side mentor programs
• -Schedule additional retraining sessions once live if needed

QA and Governance

• -Co-develop Quality expectations in the form of a scorecard for monitoring calls and performance
• -Implement system for tracking issues and improvement plans
• -Establish regular cadence for performance reviews
• -Create protocols for monitoring and optimizing over time
• -Be prepared to refine processes as needed in first 90 days post-launch

Expert Insight: Account Management

A dedicated account manager is a critical component for overseeing the transition and ongoing partnership. The account manager essentially serves as an extension of your internal team.

Dexcomm utilizes highly trained account managers who have been promoted to their roles from the front lines of answering calls just like yours. They are then trained to understand your industry and are experts in coordinating your expectations with our performance. Careful orchestration of the onboarding process helps set the engagement up for long-term success. Invest time upfront for a smooth implementation. This is time well-spent.

During implementation, the account manager quarterbacks all key elements including:

• -Expectation setting and handoff from the sales team
• -Coordinating planning and status calls
• -Ensuring milestones are met
• -Identifying and resolving any roadblocks
• -Managing communication across both teams

This centralized oversight keeps the complex transition on track and aligned. Having guidance from an experienced account manager eliminates much of the project management burden during this challenging phase.

Ongoing, the account manager maintains continuity for the relationship by:

• -Conducting performance reviews
• -Gathering regular feedback
• -Driving optimization initiatives
• -Connecting appropriate internal resources

This provides a reliable, knowledgeable single point of contact for addressing needs proactively before any issues grow.

Seek out call center partners who invest in account management. Investment in a dedicated account manager by your call center partner enables much tighter collaboration and transparency between your business and the outsourcing provider. This is an expensive investment for Dexcomm but a worthwhile one for our long-term partners. Your expectations are kept front-of-mind and are given the attention they deserve. Our account managers’ broad expertise and visibility into operations gives them a unique perspective for enhancing your partnership with us over time.

• -Day-to-day processes
• -Performance monitoring
• -Optimizing over time
• -Maintaining alignment on goals

Launching an outsourced partnership is just the beginning. Disciplined management and governance post-transition ensures maximum value is continually derived. Without feedback, the relationship cannot grow and thrive. Best practices include:

Day-to-Day Processes

• -Document detailed protocols for handoffs, issue escalation, reporting
• -Streamline touchpoints between in-house and outsourced teams
• -Schedule recurring syncs to review open service tickets, roadblocks
• -Automate transfers of call reporting and data where possible

Performance Monitoring

• -Track KPIs like abandons, wait times, service levels, and job booking percentages
• -Listen to call sample recordings to audit quality
• -Analyze trends to identify improvement opportunities
• -Leverage outsourced partner's analytics platforms for visibility
• -Establish process for reviewing metrics in monthly business reviews
• -Send feedback to your account manager to both highlight what is going well and correct what needs improvement.

Optimizing Over Time

• -Use performance insights to refine processes, training, staffing
• -Review contract terms based on call volume data and growth
• -Evaluate new technologies like chatbots or APIs for further integration
• -Meet quarterly to discuss expansion of services and capabilities
• -Maintain agility to adapt partnership model to evolving business goals and needs

Maintaining Alignment

• -Keep outsourced agents engaged with company news, employee contacts, events, values, and growth opportunities
• -Make them feel part of the team through recognition, inclusive language
• -Solicit feedback on their experience and pain points
• -Clearly communicate objectives and how their work ladders up to success

Disciplined, metrics-driven management of the outsourced engagement ensures maximum strategic value over the long-term.

Delivering responsive, 24/7 customer service has become a fundamental and essential requirement for any modern home services business to succeed. But relying solely on limited in-house resources to manage call centers around the clock is fraught with challenges from long wait times to poor scalability. As this guide has shown, outsourcing all or part of your call center to specialized partners offers transformative advantages.

The benefits range from reduced costs thanks to converting fixed overheads to flexible usage-based models all the way to improved customer satisfaction through expanded service hours and faster response and resolution. By leveraging outsourced call centers, home services leaders can optimize in-house staffing for higher-value field work rather than call handling duties.

Yet realizing these benefits requires due diligence upfront in choosing the right partner, planning the transition, and implementing effective ongoing governance. Aligning with providers experienced in the home services industry specifically has proven critical. Taking time to integrate operations through training, data sharing, and process coordination sets the stage for maximum impact.

As the leading outsourced call center with focused expertise in the home services sector, Dexcomm is ready to partner with like-minded, forward-thinking industry leaders. Our proven framework encompasses:

• -After Hours Support - Capturing calls seamlessly when your office is closed
• -Overflow Call Handling - Scaling to meet seasonal or unexpected spikes in demand
• -Appointment Scheduling - Booking customers based on your calendar and preferences
• -Answering Service Routing - Directing callers to the right department or resource
• -Intake Processing – Professionally capturing and efficiently dispatching service needs
• -Customer Service - Delivering compassionate service 24/7
  
  If you are ready to take your home services business to the next level, contact us today for a free consultation. Our experts are ready to explore how an optimized outsourced call center solution can help you improve customer satisfaction while reducing costs and driving higher productivity. Let's discuss how we can craft a model tailored for your specific business needs and resources.