Five
Five
Star
Csr
Elevate Your Call Center
From Answering Calls to Driving Revenue
Harness the power of big data to boost leadership and call handling efficiency, transforming your call center into a FIVE STAR profit center with targeted improvements and increased revenue.
Leadership Training
Equip your leadership with essential skills, fostering confidence, team success, and proficiency in utilizing Key Performance Indicators to transform the call center into a profit center.
Our support extends to guiding managers through growth initiatives and equipping them with leadership strategies for success.
Lead
at every
Level
Call Conversion Analysis
We bridge the gap between
lead acquisition and job conversion,
maximizing call bookings and optimizing marketing efforts to boost overall ROI.
Leveraging big data analytics,
we offer actionable strategies and trackable results to ensure performance improvements.
Coaching and Development
We recognize and protect the lasting value of the customer service role.
We deeply appreciate the power of Connection.
Our Customer Service Agents excel in nurturing these connections, offering unique one-on-one experiences with homeowners to build enduring trust and loyalty.
Leadership Training
No-Man’s-Land
You promoted your BEST CSR, because of their Stellar performance...
But they lack the training needed to be a Stellar Manager.
This transition can lead to issues like micromanagement and isolation, creating a professional no-man's-land.
We've developed a focused training program with one goal in mind: To equip leaders with essential skills for confidence and team success. We'll teach them how to effectively use Key Performance Indicators (KPIs) to transform your call center into a FIVE STAR profit center.
Call Conversion Analysis
LeveragingBig Data
LeveragingBig Data
From this short sampling, several insights can be drawn to understand the value of call center Key Performance Indicators (KPIs):
- Customer Experience vs Booked Call Ratio: We specifically selected 12 booked and 12 un-booked calls to assess and compare customer experience. The booked calls consistently exhibited higher customer experience scores compared to the un-booked calls.
- Missed Potential Revenue: Quantifying the financial impact of missed calls, with an average booking cost of $500 would be $6000.
- Service Agreement Offers: The absence of service agreement offers to callers, including current customers, underscores a missed opportunity for revenue generation
- Percentage of Price Shoppers: Identifying the proportion of price shoppers among booked and missed calls can aid in tailoring sales strategies. In this case, there were more price shoppers among missed calls, indicating a need for targeted approaches to convert such leads.
Identifying and addressing these gaps presents a significant opportunity for this company to maximize revenue potential.
CSR Coaching
Improved Call Handling Efficiency
Turn your call center into a FIVE STAR profit center by focusing on strategies
that drive sales, customer loyalty, and maximize revenue from every interaction.
Beyond the Call
We celebrate the ones on the front line, the first impression; the call champions and the gears that keep the wheels rolling; the multitaskers, the blaze extinguishers, the ever-smiling heroes on the other end of the phone!
What Others Are Saying
Shelley's dedication, expertise, and passion for training have transformed our CSRs into a powerhouse team, capable of delivering exceptional service with every interaction. We are immensely grateful for her contributions and wholeheartedly recommend her to anyone seeking to elevate their customer service training to the next level.
Lori Theus
Contact Center Manager
Five Star CSR and particularly Shelley, is engaging, informative, and highly effective! The CSR training is incredibly valuable, providing practical insights and strategies for delivering exceptional customer service. Shelley's expertise and engaging style made the sessions enjoyable and impactful. Highly recommended for any team looking to enhance their customer service skills!
Eric Borkowski
Owner
"Our team has worked with Shelley and used her for CSR team coaching. She is truly fantastic and can think out of the box to keep the team engaged. Her coaching style is one that invigorates the brain and gets ideas flowing. Her upbeat style ensures you will leave the coaching session empowered and excited to use the tools you just learned. "
Lisa Schrems
Customer Service Manager
Is your call center burning money?
Every missed lead is like striking a match on your potential profit, watching it go up in smoke.
Stop the Burn!
“The Power of Connection”
Building bridges of connection to strengthen communities and business.
Free Call Evaluation
Leverage the expert insights of the Five Star team to elevate your call center operations
We’ll thoughtfully review and analyze your calls and provide you with invaluable data-driven feedback. We’ll provide a detailed report highlighting both strengths and areas for improvement.
The evaluation and report includes actionable insights and recommendations aimed at enhancing call center Key Performance Indicators (KPIs) and customer service strategies.
Book Your Free Evaluation
I’m a certified coach and mentor, specializing in adult learning practices. I'm proud to be a ‘Bold Certified Champion’ through ‘Driven Leadership’.
I have years of diverse experience and understand the unique challenges and nuances associated with being successful in the trades. I am a passionate ally for success in the trades and fiercely committed to empowering teams, helping others succeed and elevating people.
Through Actionable DATA Driven Insights, I help close the gap between lead acquisition and conversion.
Let's connect and explore how I can support your growth journey!
Shelley Aiono
Five
Star
Star
Csr
Csr
Founder | coach
