How BlockBusters’ call centre went from ok to brilliant

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Coaching helped the call centre staff at BlockBusters to understand their objectives and improve their sales and customer service.

 

BlockBusters company overview

BlockBusters is a plumbing and drainage company based in Brighton. Established for over 25 years, they have a team of plumbers offering a comprehensive service across the south east. Their call centre takes calls from people enquiring about plumbing and drainage work in the local area.

Introduction

BlockBusters found that their call centre was not performing well; although they were receiving a good number of calls these were not converting into paid work at a high enough rate. They needed to find a way to energise the call centre staff and improve their conversion rate whilst still offering great customer service.

Solution

A contact suggested BlockBusters work with Gary Morgan, suggesting that he could offer a modern, positive approach to training and coaching the call centre staff.
After a positive initial meeting, Gary visited BlockBusters for a day-long session where he coached the call centre team in customer service and sales skills. Read more

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