Answering the Call Is Just Half Of It

When you think of a contact center what immediately comes to mind? An answering service, right? That is a fair assessment and in many cases it’s an accurate one. When you partner with CallPoint however, that is NOT all you get (emphasis on “partner”).  

Yes, we answer the calls that come in from your customers and book your appointments (and that’s a BIG deal). BUT that is not where it ends, that is actually where it BEGINS! Because at CallPoint, we're ALL IN!

ANALYZE, COACH & ADJUST

We have a more hands on approach with our customers than any other contact center will. We don’t just sit back and wait for the phones to ring, we are actively working even when the phones aren’t ringing.
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‍We are partners in your business. We like to think that we act as an extension of your team – a consultant if you will. We are constantly working towards maximizing your revenue to help you GROW your business. When we answer a call for your company, our goal is to provide the type of service that will turn them into a customer for LIFE!
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We are not a one-size-fits-all company but rather we get to know you, and your company’s specific needs, and work WITH you to achieve your goals.

"CallPoint has helped us with CUSTOMER RETENTION. We have heard time and time again that many service companies don’t call customers back right away. CallPoint has helped our customers TRUST US because they know we are here for them when they need it." - Safe Electric & Plumbing

DIGGING INTO THE DATA

‍At CallPoint, we not only track OUR performance against your call volume, such as service level (percentage of calls answered within our designated timeframe) and conversion (how many calls we turn into appointments), we also dig into what’s happening with YOUR calls. This helps you better understand your call volume and potential areas of opportunity.

‍‍While we always provide booking totals and conversion rates so you know the positive impact of our efforts, we also give you insight into unbookable calls. Often it’s a matter of there was no opportunity such as:

• The caller was looking for a service you don’t provide
• It was a vendor or telemarketer
• The caller was out of your service area or wasn’t the homeowner

But we don’t stop there. We also provide insight into the calls where there was a booking opportunity, but unfortunately we did not secure the appointment.

Sometimes that happens because we couldn’t overcome a trip charge or there was no appointment availability for the time frame the customer needed. We track when this happens and include the information in our performance reporting so you can see what your conversion could have been if those calls had been booked. It’s called Adjusted Conversion and it can help you determine if adjustments to your trip fee structure, or opening up more availability, especially in priority situations, can make an impact on your business. ‍

‍Another thing that separates us from the pack, is how we dig into the data and focus on results. We take all the data we get from your calls and we formulate it in different ways to further help you grow your business.

24-HOUR VISIBILITY

From performance reviews to calls analysis, we share the data, along with insights, so we can work together to grow your business. And best of all, you can access this information, whenever you need it, via our online portal.

At CallPoint, we really are ALL IN when it comes to being a partner to your business. We are committed to keeping the lines of communication open with all of our partners.