When it comes to Footprints Floors, our product, our customer service, our business model, and, in turn, our franchise opportunities are a step above the rest. One of the major reasons for this is that we offer our Franchise Owners a benefit that is rarely seen in any industry, let alone the service industry. We provide our Franchise Owners with the benefit of having a fully-focused call center made up of employees who actually receive and handle business phone calls, accordingly.
This call center is currently centrally located in Denver, Colorado which helps for training purposes as we are able to get new hires up-to-speed in no time at all. For our receptionists who work with Franchise Owners outside of Colorado’s timezone, they actually schedule their own time to work based off of the Franchise Owner’s timezone. Each of our Franchise Owners is then assigned a receptionist who makes it a point to familiarize themselves with their particular Franchise Owners’ business location and territory. This is important because as we’ve started to expand outside of Colorado, our receptionists have started learning new areas. This leads to new strategies in ensuring that our out-of-state Franchise Owners are able to utilize so that their businesses are running as smoothly, as effectively, and as successfully as possible.
So, how exactly does having a call center benefit our Franchise Owners? Well, it begins with the primary fact that our receptionists answer and handle ALL incoming phone calls and leads (HomeAdvisor, Thumbtack, Porch, BBB, etc.). They help set up estimates, answer any questions, and then enters the lead into their CRM so that they can schedule phone calls, emails, and other ways so that they might reach/communicate with the potential customer. They’re then able to follow up with Franchise Owners to provide them with appointments, updated schedules, and updated maps so that the Franchise Owners are able to see the best time and way to get to this location.
Note: It’s important to point out, as well, that your receptionist will also make note of your preferences for how you are running your business. Some Franchise Owners don’t mind driving long distances so that they can get everything taken care of in one day instead of two whereas other Franchise Owners may want to schedule projects that are in closer proximity to one another that way they aren’t having to drive further. However you prefer to run your business, our receptionists will be there to assist you.
Here is a basic rundown on how our call center benefits our Franchise Owners:
- Answering all incoming calls
- Filling schedule with leads who want to schedule
- All incoming leads and following up on all leads
- Receiving leads from lead sources, entering them, and creating a protocol to get into a contact schedule
- Phone calls day 1, day 2, day 3, day 5, day 10 with emails scattered intermittently
- Reminders – emails or phone calls to Franchise Owners before they have an upcoming estimate or project
- Creating maps so that, from a business standpoint, you know the area the best and they know the area the best
As we continue to grow we will add new employees to the call center as necessary. We’ve evolved from our Franchise Owners’ wife answering phone calls to an Office Manager, three full-time receptionists, and one part-time receptionist. As we continue to grow, so will our team and so will our support for you.