Full transcript
Yeah, so we've been growing and changing the way that we do things and the trouble is that we're getting stuck finding someone to do more like the clerical side and some of the CSR stuff where the team that I have in place right now, they're very good. But sometimes our phone is blowing up so much that we need kind of like a backup catch, especially on weekends to capture these calls, making sure that we're getting people triaged correctly and then being able to then hopefully set them up for service and get them out, our guys out there to get them taken care of.
Have any like burning questions for me because usually it's like, oh, the accent. We start with a video introduction. For this role, part of our process is to collect the training before you even have your person. And then we have the top candidates go through the training and then we'll create a mock day's work. And what that means is our testing coordinator is gonna act like he's a customer calling and they're actually going to like, once they try to learn as much as they can, knowing that, they just learned about the role an hour ago, we're just trying to get a feel for like how quick they are, their personality, all of that.
So that's how we vet. So you don't have to wonder like, is this gonna be okay to have someone in the Philippines doing this? You don't even have to wonder because you're gonna see before day one. Yeah. And, you know, that was an original concern of mine, but like I've talked to three of my buddies who are doing this, one's in New Jersey, Jersey, one's in the Midwest, and the other one's on the West Coast.
So like, you know, just across the country, like people, it's just becoming part of the language. Cool. Any questions come up about the process or anything, you know our mission and how amazing we take care of our people and all of that. Yeah, and that's why I came to you because one, I my buddy recommended a place and like it was, it's not a good vibe for me.
And so I was just like, you know what, Julie, I know who she is, I know how she treats her people and that's the way I wanna see people treated. That's how I treat my team. Like that's what I wanna see people taking care of. And so I think what our concern would be like how is training handled and then like the handoff of like the phone call.
Like I think that's the other side for us. Let's talk about how the training is handled first. How we would do it in a perfect, beautiful world is we would have you start recording your calls if you're not already. Okay. Are you already recording them? Okay, so there's a couple different ways we can do this and maybe we can answer the second question too of how the handoff happens.
What kind of system do you currently have for answering calls? Is it like landline, cell phone or is it like an online web app? Yeah, it's a voiceover IP. Amazing, perfect. So anyone can access it and then it should be able to record calls already. Yeah, we can find out about that. Okay, this also goes in another cool direction, I know you love business.
Like when you work with me we get to continue to strategize and another thing I would love to do is if we start recording all of your sales calls we are also AI consultants and experts because we need to be in this space. And so I like to have AI grab all of the questions people ask, all of the reasons they use you versus your competitors and we can feed that to your social media team too.
I want to focus, which is really hard for me but we're going to focus today on this position but I wanted to kind of paint you a picture of what it looks like to work with me. Like we'll continue to take the resources you have and optimize them Whether it includes your virtual assistant or not all I do is business strategy with my clients.
Your action step is to start getting all those calls recorded and then it would be great if you had one of your best people when they answer the calls like those ones in particular like how those were answered and we'll start collecting all of the nuance as those calls come in part of our process is we will document your best practices if you don't already have them documented it's something that we prefer to do, to be honest.
So what we love is we love to collect the actual work being done so the actual calls that are being recorded and then we love to scrape it for all of the frequently asked questions the nuanced questions, and then we like to continue to collect those for you over time. Eventually we can build you something so on live calls, let's say you have somebody who doesn't know an answer to something AI can quickly grab the answer from your second brain.
That's what the future will look like. This stuff is so exciting. I just got very real and I appreciate that because we're because we're always looking for ways to integrate and we're, you know, we bought equipment to do that and we are doing a lot of it. But- Amazing. This is something that I hadn't even thought of, so.
So the handoff, you know you give them the login to your voice over IP and what I would do is, you know, first we're gonna have the testing day so we're gonna collect your best practices. You know, hopefully people on your team whenever they've had a great call they'll send it to us just right away so we can collect both the voice recordings and the transcripts from that and start building out the best practices.
We'll run those by your team but we're used to our customers being too busy to respond to us. So whether we hear an answer or not we're gonna keep going because we have the calls that we're done by your team so we're just gonna assume that that's, you know, that's the gold standard and we're just gonna go.
And then we'll create the mock days work, the top candidates. They'll have already been screened background check. They'll do an attention to detail test. They'll jump through a ton of hoops to even get to this mock days work and then they'll clock in as if they're clocking into a day's work and they will work with our testing coordinator and do their little mock calls and then he'll grade them and then the best ones will be sent to you.
And you'll see their resumes, you'll see, yeah, everything about them and they'll be sent to you. And then once you're happy with them I do recommend, you know, them working alongside of one of your team members. Usually two people can be in one of those calls at once, right? Just to make sure that they're ready to go and they won't be completely ready to go off of one mock days work, test.
But, they'll be a lot closer than a brand new hire, right? And so that would be the goal is just to have them kind of sit in with your existing team until your team feels like they're ready. And how long, like, typically do you say it takes your staff to kind of feel acclimated and ready to go?
We're used to them being expected to go right out of right the gate, the gate, which is impossible, but we're used to that expectation and we just try really hard to be ready. We have an HVAC client and for them, the calls were answered before by a call center who knew nothing about their business. So as long as you have somebody who's personable at the very least having a warm person, you know, start with, you mentioned the triage, right?
At least they can say, okay, we're gonna have so-and-so get back to Monday, you know, first thing as soon as they're available. At least, you know, like you can have the basics ready to go and then the more advanced questions they'll work on little by little. Does that help? Yeah, no, that's fantastic. And we hire experts with experience.
So that means they've done this before for somebody. We're AI experts. I have three full-time AI consultants on our team, And one of the other things I like to do is if we have somebody sitting there for eight hours on a Saturday, what can they be doing in between phone calls coming in to make you more money?
And we can tackle that at a later date. And the reason that I brought up the AI thing is because you can have someone who has only answered phones their whole career. We can make them into somewhat of like an expert SEO implementer marketer because they can have little AI agents working for them. And then I'm a marketing expert and an AI expert.
And so I like to just take my skills and give you guys tools that we've used and say, do you want these? And then your virtual assistant runs them. So it's a picture of the future possibilities. And the way it works is I have a strategy call link and you just book anytime. And we just talk about whatever you want to talk about.
It doesn't even have to do with your VA. I just like business. Absolutely. Yeah. I will get our stuff together. We'll start. We'll check on being able to record our calls and the booth. What next steps we should do. We just give you your money back anytime if you're not happy? You don't pay while we're doing that.
You don't pay for the testing. You don't pay while we recruit. Once you choose your person, you've already paid your first month. Yeah. Do you want us to do a screen report for the write up process or anything like that? Anything that you can share with us is helpful. Because you'll have You'll the recordings of the actual phone calls taking place.
And then, yeah, if you can screen record what happens. And then also any one of your team members can book with our team. And we will collect the process on a screen share as opposed to giving your team homework. Sometimes like homework is just not fun. But if you just you get on with our person and you pretend like they're brand new and you're teaching them, and then it's captured forever, you never have to do that again.
And my team, they're going to email you and they're going to say, hey, do you want to get on with us to capture this? Or do you want to do it yourself? And it's just so easy to get on with someone. So much more fun. It is. I think it's a lot easier a lot to do that.
If there's anything that you, anything done online that you've been wanting to implement and your team hasn't had time or anything that's annoying to your team that's done online, let's get on a call in the future and let's talk about it. And it would be, it would just be fun to be helpful in that way.