Inside the Contact Center with Wilson Plumbing & Heating [Webinar Recap]

We recently hosted a webinar, Inside the Contact Center, with John Wilson, owner of Wilson Plumbing and Heating (as well as co-host of the Owned & Operated Podcast), and co-founder/CEO of Hatch, Chris Bache. The session offered insights on structuring and optimizing contact centers for efficiency, growth, and customer satisfaction. Below are the key takeaways.

Get the full recording here.

Highlights from the discussion

1. John’s contact center:
   • John shared the structure of his contact center, which includes these roles: dispatcher, inbound/outbound call takers, written communication agents, and inside sales representatives.
   • A benchmark of 80 calls/day per agent for inbound and 100-120 calls/day for outbound was suggested to maintain efficiency.
2. John's metrics and benchmarks
   • Aims for an 80% booking rate for inbound calls handled by agents.
   • John targets $200,000 per month in additional outbound revenue per inside sales rep.
   • Monitor drop-offs in contact rates and adjust strategies, such as during political call spikes.
3. Leveraging AI and automation:

1. • Hatch’s AI-driven platform enables businesses to optimize customer communication, reduce overhead, and scale effectively. 
   • John discussed how he is currently using AI to handle late-night calls and provide coaching for call agents.
   • John uses Hatch to streamline follow-up processes, with Hatch automating communication after 24 hours if no action is taken by sales reps.
2. The evolution of outbound strategies:
   • Outbound communication is crucial for lead nurturing and filling schedules during slow seasons. John noted that his team’s outbound efforts generate roughly $1 million in revenue per outbound rep annually.
   • Hatch helps automate this outreach, allowing agents to focus only on engaged leads.
3. Lead nurturing as a growth strategy:
   • Businesses often overlook the potential of their customer lists. John revealed that leveraging a database of 80,000 contacts has helped his company mitigate lead shortages.
   • Campaigns like follow-ups on unsold estimates and seasonal promotions are key to maintaining customer engagement and maximizing lifetime value (LTV).
4. AI's role in the future of contact centers:
   • John predicts a contact center model with reduced reliance on high-cost American labor, increasing the use of AI and offshore teams.
   • AI enhances contact centers by reducing non-revenue-generating calls and optimizing resources for high-priority tasks.

Tactical tips from the webinar

• When to add a dispatcher: $3 million in annual revenue is a good benchmark for separating call taking from dispatching.
• Maximizing AI effectiveness: Start small (e.g., late-night calls) before expanding AI into larger operations.
• Rehash process for unsold estimates: Ensure clear handoffs between sales reps and inside sales teams, and automate follow-ups after 24 hours.
• Outbound list segmentation: Use CRM data to create targeted campaigns, offering seasonal promotions or revisiting old leads with specific offers.
• Compliance with TCPA rules: Build an opt-in strategy for long-term communication with customers, ensuring compliance while maximizing outreach.

Upcoming developments

Hatch’s roadmap for 2025 includes innovations in Voice AI to enhance outbound communication further and reduce labor costs. The integration of AI into contact centers will continue to transform the industry by optimizing performance and enhancing customer experience.

Get the full webinar recording here.

Stay connected

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