QUALITY HOME EXTERIORS How to Better Manage Call Center Operations & Campaigns CASE STUDYCall centers are at the core of revenue generation for many home improvement companies. But without measuring key metrics in your operation, you don’t know if you’re hitting your maximum profitability goals or if your reps have everything they need to succeed. If you’re overflowing with data, it can be a huge task to find everything you need to make the best decisions. Brian Diamond, CEO of Quality Home Exteriors in Omaha, Nebraska, knew he needed a better way to manage his call center. “For us, there was no easy way to manage our agents or track the campaigns to get the best results. Before, we had been manually entering performance data into a spreadsheet. That left an opening for mistakes an

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