This four-hour course will teach CSR’s and dispatchers how to win the moment using 8 foundational principles that work like magic to create a connection with each customer. They will not only create connections but learn how to overcome objections, sell service agreements and add services on to the jobs.

With these techniques in their toolbox, your office staff will pair up with the technicians for a uniform and strategic alignment that boosts your company’s KPI averages. This course helps solve several common problems faced by CSRs, dispatchers, and HVAC/plumbing office staff:

• Missed booking opportunities – Teaches a structured call flow to help convert more incoming calls into confirmed appointments.
• Difficulty handling price objections – Provides specific techniques for overcoming pricing concerns without sounding defensive or losing the call.
• Saying “no” too often – Equips staff with solution-based responses that keep the conversation positive, even when schedules are tight or customers are demanding.
• Lack of add-on sales or service agreement conversions – Gives office staff the confidence and scripts to recommend and sell additional services effectively.
• Inconsistent customer experiences – Establishes a pattern of excellence so every call feels professional, warm, and helpful – no matter who answers the phone.
• Low coordination between office and field teams – Builds alignment between CSRs/dispatchers and technicians through shared goals and communication strategies.
• Reduced morale or confidence – Encourages a growth mindset and prepares participants to handle even the toughest call scenarios with confidence.

This course helps turn your front-line team into a confident, consistent, and revenue-driving part of your business. The content in this course matters to participants because it gives them practical tools and communication techniques to perform better on every customer call.

• Creates stronger customer connections – Participants learn how to build trust quickly using 8 foundational principles that improve the tone and outcome of every call.
• Overcomes objections confidently – They’ll gain skills to handle price concerns and scheduling objections without sounding negative or unsure.
• Drives more revenue – By learning how to sell service agreements and suggest add-ons, CSRs and dispatchers become key players in growing the business.
• Improves team alignment – Office staff will better support technicians by following a proven call flow and using solution-driven language.
• Boosts performance metrics – Consistently applying what’s taught leads to better KPIs like booking rate, average ticket, and customer satisfaction.
• Encourages a growth mindset – Participants come away more confident, prepared, and ready to handle challenging scenarios through role-play practice.

This course turns everyday phone calls into powerful business-building WOW moments.

Who Should Attend

Customer Service Representatives (CSRs), Dispatchers, and office staff who handle incoming calls and customer interactions

In “How to Turn Your Call Center into a Profit Center,” Brigham Dickinson brings his wealth of experience and innovative thinking to redefine the role of call centers in businesses. Instead of viewing call centers merely as cost centers, Dickinson encourages businesses to see them as potential sources of revenue.

This engaging presentation focuses on empowering Customer Service Representatives (CSRs) to deliver
“WOW” experiences to customers, transforming every interaction into an opportunity to secure a job booking. By teaching CSRs the skills to upsell and cross-sell effectively, and to convert inquiries into loyal customers, Dickinson demonstrates how a call center can indeed become a profit center.

He utilizes the principles from his trademarked framework, the Pattern for Excellence, to showcase actionable strategies that businesses can apply immediately. From enhancing CSR engagement to understanding the customer’s perspective, Dickinson explores a myriad of ways to improve customer service and, in turn, boost profits.

This presentation is a must-attend for any business looking to reimagine their call center’s role and transform it into a significant contributor to their bottom line. It’s not just about customer service; it’s about turning service into profits.