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To The Point - Home Services VIP Room Podcast
TTP Micro Episode: Improve CSR Performance with Real-Time AI Call Intelligence
00:16:46
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Chris
This is to the Point a Rhino Experience. Fully one of the top home services marketing and operations podcasts. Cutting through the and getting to the point. Hey, what's up to the Point losers. It's your boy, Chris. And this is a another to the Point micro episode. I am really excited about this one. This has been a labor of love, what I'm going to share with you today. And for most of you who do know me, I mean I've been in this industry, I mean I've had, I've been in the digital marketing specifically for home services for 17 years. But I've seen all shapes and sizes of contractors, worked with so many, had so many success stories. But one thing I've always done throughout the years is listen to you and listen to what you complain about and listen to you tell me what we're missing. And, and then, you know, just listening, you know, and working with some, you know, of the biggest players, you know, listening to the things that they want, the things that you maybe who are a little bit smaller don't even know to ask for. But you know, with the, with, with AI coming out and all the different variations of people using AI and different tools and shit like that, this is one I'm really excited about. That's kind of the culmination of both of those things. So this is, this is going to be a, for a lot of you, a blessing. And I say it's a labor of love because this has been a dream of mine to have this type of a service. And this, by the way, what I'm telling you doesn't mean you have to use a Rhino. I'm just telling you this is what's out there that you can use right now that you're going to be like, hell yes. Because a lot of this stuff is, that I'm going to share with you is kind of a solution for some of the previous podcasts we've done on things that you should be paying attention to, like your calls that come through. So what I want to go over on this particular episode is this beautiful tool that we've built that is available for any industry does not matter. If you have a human being that answers a phone for your company to try and book customers or handle customer service, then this one's for you. So the battle with AI has, has been, it's good, it's just not completely accurate and I need it to be accurate so I cannot rely like listen for, for years I've had 60, 70, 80 person team here in the United States of America that are listening to every single phone call for our customers. So that way they could transcribe the call, you know, track the booking rate, you know, the lead source, the, you know, listen for call coaching opportunities for the CS, your CSRs. And that shit's expensive, if you can imagine. I gotta pay 80 people to sit and listen to your phone calls. That's very, very expensive. And the downside was, is it was never immediate, right? So we're catching shit like sometimes three, two, three weeks later, you know, know, and then the reporting would come out like a month later. I was just. I hated that. And I always wanted to do it real time. AI allows us to do that. So I'm excited to. To share with you this labor of love of building this technology, leveraging AI and the millions, I mean, millions of phone calls that Rhino brings in for our contractors all across the globe that we've been feeding into this AI system to help it. To help it learn quickly. Call cadence, successful call cadence, catch coaching opportunities. As soon as the call ends, boom, there's everything that CSR needs and everything that your. Your CSR coach needs, or if it's just you, you have one person answering the phone, it gives you everything that you need. Boom. Right? Then we can see exactly how the call went, exactly what the opportunity is and the outcome. It's fucking sick. And. And I'm so proud of it. So what we're calling it is Rhino Call Intelligence. So finally I have AI that's working. As the call is going, the transcript is transcribing the call. Okay, this is immediate. So it's immediately happening. It's catching all this information. You can log into a pretty little dashboard and check all this stuff out. But what I wanted to do was I thought, how can I do this for the contractors to where they just set it and it does it for them and it spits out a report to them. So you can keep going on doing your job, you know, without having to worry about, oh, my God, who's going to take the time to listen to these calls or chase this thing down and find out, is this a lead problem or is it a CSR problem or is it an operations problem? Is it a what problem? Whatever. This does it for you and it does it real time. So it's so sick. I'm excited about it. Now, this piece of software, I mean, it's the same thing. You have your call tracking number in place because you need to be able to capture where your lead is coming from, right? This is just The AI that's behind it listening to every single phone call for you. Now the problem I always have with, with AI was it can't pick up sentiment or sentiment was off. Well, not after you teach it. When you have millions of calls to feed the machine and you can help it learn what sentiment looks like in a sentence and I'll give you some examples as we go through this, it gets pretty damn accurate, which then helps me as a business guy to say, great, I don't need to have all these call listing and reporting agents anymore because I've taught AI to do it for me to do it right now, which is better for you to the contractor. So. But it has all the normal call metrics. It is, you know, the name, phone number, address, you know of the person calling in the lead source. Still very important. Kind of like with the episode earlier this week we talked that Chad and I were talking about qualified, you know, when I see lead source, I also want you to know immediately, was this a qualified leader? Was it a branded lead, something like that? Was it booked or was it not booked? And if it was not booked, why? I want to know the reasoning for it not being booked. And the AI can, can determine that if it was a missed call, clearly I want to know what that is too. And I want to be able to identify, you know, keep track of each one of your CSR agents performance individually. So all the normal call, you know, the call tracking metrics, date, time, you know, all that. So that way you know if it was during hours, after hours, whatever. But I also want to use this tool to help you help your, your CSR team or to help your CSR managers help your CSR team. And this is great for ongoing accountability without you even having to, you know, talk to them, talk to your csrs, because it ranks every single call one to five based on, you know, certain metrics. So I want to walk through this with you real quick. There's three major metrics that, that this thing ranks each call by. It is, I mean, and again, this is per csr, so per whoever is answering your phone, if you got one, if you got 10, if you got 50, doesn't matter. And by the way, in regards to beta testing this thing, when we, when we pilot tested it, you know, last year, we ran it with any hour we care down in Southern California or it's got, we have it going with ghetto. So like we put this thing through the ringer, it's dialed in, it's ready to roll. But so, so three of the ratings is sentiment. Okay. So that way it's sentiment, like tone of the call, service rating. So what. How was the service, you know that the, that the client or the caller got from the CSR and then the CSR agent rating. So how did they, how did they perform on this call? How do they do their job based on whatever your, you know, standards, your standards are, your requirements are. So all that stuff is done for you and it's done real time. So. And then I want to know it gives the rationale, you know, so the, you know the, for the, whether it's a call rating, it's a, you know, the call agent rating, the service rating, whatever. I wanted to have rationale for the agent rating. So that way we have some reasoning and then we have opportunity, coaching opportunities for it. And again, all this is being done automatically for you. It's awesome. So let me just start with the first thing is like with sentiment. So let me give you an example on that. You know, the thing I used to be able to complain about is. Yeah, but you know, when someone calls in, AI can't recognize tone of call. Well, it can start to recognize based on how the call flow is going, the outcome of a tone change. It can tell if there was, if there was a pleasure or displeasure from the client or the agent on the call. So let me give you an example. So like a rationale for call sentiment would be the caller remained polite and cooperative through the interaction or throughout the interaction showing no signs of frustration despite the system being down like there's an option or the conversation ended cordially with mutual agreement through the. Though the immediate issue wasn't resolved due to technical difficulties. I'll give you one more. The caller accepted the delayed resolution without any negative response, indicating that Newt indicating neutral acceptance of the situation. I learned, I taught the a machine how to recognize tone and sentiment on the call. I say I. We did that but again by feeding it millions of calls and then having human beings go back and teach it from those millions of calls. So let me go to agent rating because this one's really important. So call agent rating. Every agent gets to have a rating on every single phone call. So rationale for the agent rating would be the agent provided a proper initial greeting and disclosed that it was a call recording. So just the main job, you know, the main job requirements. Basic professional courtesy was maintained throughout the interaction. I'll give you another example. The agent collected essential contact information and verified the state or address. Communication was hindered by frequent use of filler Words and hesitations. The agent failed to establish strong rapport or demonstrate empathy regarding the leaky pipe situation. So like these are some real life scenarios I'm giving you. Now here's the coaching opportunity. So those were just some examples on the rationale for the agent rating that they get one through five. Every call gets a one through five rating, all right? One being the worst, five being great. So the opportunity on that call would be reduce the issue of air quotes and work on more on more confident, fluid communication. Another opportunity that was given to that agent was demonstrate more empathy by acknowledging the urgency of a leaky pipe situation. A third one would be provide more specific information about follow up timing and next steps. Right? This AI catches all this shit which is so sick. And so that's the call agent rating. Okay, now the service rating, same thing, a one through five. Now this particular, this particular call got a rating of a 3. So the rationale for that client rating for this call was the agent failed to provide an immediate solution for the customer's urgent plumbing issue, citing system issues without offering alternative solutions or a clear time frame for follow up. Nothing pisses a customer off more than no next step or time follow up, right? Like I'll get back to you at the time. Like they just want to get it booked and get it done and know that the problem is over. Another rationale was while professionally courteous, again this is the call service rating. While professionally courteous, the agent's communication was hesitant with multiple verbal fillers and didn't demonstrate strong ownership of the customer's problem. All right, now here's the call. Actionable opportunities for the service. Implement a backup process for when systems are down to ensure customers with urgent issues like plumbing leaks can still receive immediate assistance. Provide agents with clear communication guidelines to reduce verbal fillers and establish more confident, decisive dialogue with customers. And then the last one was develop a standard protocol for system outages that includes specific follow up timeframes and alternative booking methods to maintain service continuity. So how cool is this? It's helping you with your own process failures or it's giving you process suggestions to how to make it better based off of that call flow, right? So all this information is being done for you real time. Talk about helping your operations get better. And by the way, the biggest usually cog or kink in the chain is right here in this process with your call answering and not only affects your new lead volume coming in, it affects your existing customers coming back to you and your referral customers coming back to you. Every call that's coming through that funnel goes through this CSR who typically gets ignored the most. And a lot of times it comes down to you don't know how or you don't have the right person or you don't have the right tools. Well, this is the problem solver. This right here gets it done. Rhino call intelligence. Again, this was my labor of love that I've been wanting to give back to the industry for so long. And a big part of me bringing on our private equity partner was to be able to infuse some capital to get the technology to where I want it to be to help you guys. Because again, the legacy I want to leave is I want to set the bar for all marketing agencies in this industry for home services. I want to set the highest bar that they have to achieve always. And this is. And that's by doing what's right for you guys, building the tools for you guys, even if it's outside of what a digital marketing agency is supposed to do. No, we are gonna. We're gonna do what we have to do to be the best partner for you, the contractor. And this call AI piece is a. Is a valuable piece of it. So we finally have this thing rolled out to the world. And, man, I hope this, you know, I hope this is something that you can take advantage of in. Implement in your business and it helps you grow this year. Right? Cause this, again, this would be another great year. Um, I think it's gonna be. I actually think this year is going to be very positive year for the trades. You probably learned a lot of last year and you also, you know, need to. You have some goals to hit this year and why not tackle this thing early? So if you have any more questions, man, hit me up on it. I'm happy to, you know, to give you more information, but all this shit right here is. Housing is super easy, simple to read. Dashboard that will have the call recordings in it in case you wanted to listen to them yourselves or use it for your coach. Coaching opportunities. If you scroll over the, you know, the dashboard over the call, it also shows a complete transcript of it. So if you want to read it, you can do that as well. So I was just kind of giving you the overviews and highlights. But the reason I was excited to share this with all you listeners is it's. It's. I wanted you to know this is out there right now. Now there are versions of companies doing stuff like this. Trust me, I looked at them because I thought if I don't have to build it and I can just buy it and modify it. Would it be easier? The problem is there's still far too many inconsistencies. And I thought, why do I need to do that when I'm the one that has all of the millions of phone calls from new contractors and I can feed my own machine and teach it from my data? I'm glad I did because this is the most dialed in accurate AI call listening AI system on the market today. And I built it. My team built it, Rhino built it. And I'm so freaking proud to be able to give this to you guys. So hopefully you take advantage of something like this and if it's not us, that's fine. Just know that this service is out there to help you. Okay? I appreciate all you guys. I appreciate you tuning in. And this has been a another short and sweet, really to the point micro episode. All right, we'll see you guys next week. You got to do everything, but you got to do something. And hopefully getting Rhino call indulgence is one of them no zero days.