You down with OPC?
You immediately replied “Yeah, you know me,” didn’t you? Well, we are spotlighting our long time customer OPC Pest Control this month, and if you are looking for ways to improve your sales numbers, you need to hear their story. Then you’ll be down with OPC too. (Here’s a link to the chorus if you missed the reference.)
OPC is a regional pest control company servicing Louisville, Lexington, Frankfort, Indianapolis, Bowling Green, Elizabethtown and the surrounding areas. They are the largest pest control firm in Kentucky and have been in business since 1972.
They have grown their business over the years by branching out and offering a handyman and remodeling division. They also provide great service. Every company says that, and OPC knows it too, because they have the data to prove it! Part of the credit for their success goes to the tools they use in their customer call center. OPC began using a ShoreTel platform in 2010. Working with Unified Technologies’ Mike Gabhart, the system was designed to handle OPC’s calls in all of their service areas through the Louisville call center.
ShoreTel phone system greatly increases sales
They were growing their business but they wanted to make sure they were improving it as well. About 2 years ago, they looked into recording the calls handled by the call center group. Chad Dotson, OPC Call Center Manager, explained that you have to know what your team is saying and how they are handling customers before you can improve on it. The ShoreTel Call Recorder Application was installed and Chad began analyzing the recordings. In the beginning each agent handled calls differently. Their methods were all across the board. Once the call center staff was trained, the sales began to increase. Chad uses the recordings every day in two ways. The calls are evaluated on how the customers are handled and the recorded calls are also used to review and verify commitments to the customers. Chad can use recorded conversations to coach his staff on better communication and customer service. If a customer has an issue with what was promised, the recordings can verify the conversation.
Mike Gabhart said, “It’s always hard to quantify the investment in recording platforms, but it’s exciting to learn first-hand how big an impact the solution has had on OPC’s growth.”
According to Chad, OPC’s annual growth before working with the recording software averaged 7 to 10 percent a year. Once they used the software to train and improve call handling, annual growth has been between 22 and 30 percent and their team is breaking sales records every month. “I can’t imagine doing my job without it”, Chad said.
When we asked Chad to describe OPC he said “We’re awesome!” And we believe him. He has the data to prove it. It has been a pleasure working with Chad and the staff at OPC over the years, and it’s gratifying to know that the products we sell really do help companies grow their business.