Imagine if Your CSRs Had a Coach Giving Them Custom Feedback on Their Recorded Phone Calls

That’s what we do. We coach your CSRs one-on-one, over the phone, twice a month, using their recorded calls to hold them accountable to results

Play Video about CSR coaching

What CSR Coaching Will Do For You:

You Book More Calls
Your Customers are Ready to Buy Before the Technician Even Gets There
Your Team is Aligned Around a Consistent Customer Experience No Matter Who Picks Up the Phone
You Sell More Additional Services – Maintenance Plans, IAQ, Add-Ons, More Inspections
We Take Training Off Your Plate So You’re Free to Focus on What Only You Can Do

How it works

1

Schedule a Call Center Audit

Get a free customized training plan for your call center’s needs.

2

The Kickoff Training

The first role of a great leader or coach is to define expectations. The Kickoff Training is how we partner with you in setting the right performance expectations for your call center team.

3

Goal-Setting Call

After The Kickoff Training, we meet with you to understand each of your individual call center staff so we can align our coaching and accountability strategy with their needs.

4

Coaching

Each of your team members receives two one-on-one coaching sessions each month. We hold them accountable using their own recorded calls.

5

Progress Calls

Each month, we’ll sit down with you to talk progress and make sure you’re getting an ROI.

FAQs

Is initial training in-person or virtual?

You can pick from either option! We offer three variations of our Initial Training: In-Person, Four-Hour Virtual or Two-Hour Virtual. Schedule a call with our team to see which option works best for your team.

What's the commitment required for coaching?

CSR Coaching is a month-to-month program with no commitment. But, we highly recommend sticking with it as the more you put into the more you will get out of it. Many companies have kept their CSRs enrolled in coaching for 5+ years.

How do you listen to my recorded calls?

Most of our clients create login credentials for wherever they store their call recordings (Service Titan, DialPad, Call Cap, etc).

What happens if my CSR(s) quit?

We provide a recording of your Initial Training to share with future employees so you don’t have to invest in the same training twice. After new hires watch that training, we start them in coaching just like everyone else.

What if I don't have the right employees on my team yet?

Coaching may not be right for you, yet. We recommend scheduling a call with our team to discuss your team’s needs. In some cases, coaching is all that’s needed to help your people reach their potential.

What if I'm hiring right now?

If you know your current CSRs need training, we recommend starting as soon as possible, as the benefits of coaching pay for the investment many times over. When you hire someone new, they can start coaching just like everyone else did.

What do you do if I hire someone after we've started training?

Do I get any discounts for using certain manufacturers?

Yes. Most manufacturers have approved Power Selling Pros as a partner to use co-op and accrual funds with. There may also be discounts available during or close to live events put on by manufacturers. We recommend asking your manufacturer representative for available discounts and co-op fund options.

How many coaches does my team get?

We assign one coach to work with your whole CSR team.

Will you let me know if my CSRs are underperforming?

We send you notes after every coaching session so you know what your team’s goals, strengths and weaknesses are. We also like to meet with you once a month to talk about progress and ensure our coaching strategy is aligned with your goals and expectations.