Callvera AI-Powered Contact Center Boosts Conversion Rates

• Callvera AI-powered contact center, which is specifically built for franchises, handles inbound and outbound calls, text messages and emails with franchise customers as well as prospective franchisees.

• Callvera’s technology has been trained on hundreds of thousands of calls to understand the context of inquiries, respond to questions and book appointments directly into clients’ CRM systems.

• Ongoing customer service is a priority for Callvera, which works alongside clients as their “AI team.”

Ai powered services

Artificial intelligence drives Callvera contact center services, including inbound and outbound calls, text messages and emails with prospective and current customers, as well as franchise candidates. But, while AI is the tool, customer service has been the key differentiator for this brand – now and over the past 10-plus years as the business evolved.

Callvera’s AI-powered contact center is purpose-built for franchises. The technology was trained on hundreds of thousands of calls previously handled by the company’s in-person call center, enabling the AI agent to respond efficiently, understand the context of inquiries, answer questions, and book estimates or services directly into clients’ CRM systems. Human interaction is not needed unless the caller wants to speak to a person, then the system makes a live transfer.

Co-founder and Chief Revenue Officer Jay Scott says Callvera doesn’t just provide a do-it-yourself AI tool. “Callvera actually becomes your AI team, working alongside you indefinitely from implementation through training, maintenance and updates,” he says. “If something needs to be changed, if you have seasonal specials, if you want to open another franchise brand, we’ll work with you on that.”

“We’ve been running call centers for more than 10 years, and we’ve seen a lot of the ups and downs in the space,” Scott says. “Based on a lot of feedback from our clients who had been working with other call centers that were dropping the ball, not always answering every call, missing leads, AI just seemed like the most logical conclusion to help as a tool that doesn’t require constant training, doesn’t churn, and stays on top of every lead no matter what. So, we developed the AI tool purpose-built for franchising from the ground up.”

Franchise development support

Callvera not only handles calls intended for franchisees such as requests for general information, estimates or service, but also supports franchise development for franchisors. “We speak with a lot of fran-dev teams that have leads that fall through the cracks because they have more than they can manage. It’s something they all struggle with,” Scott says. “But at the end of the day, your ‘zees will make more sales, your fran-dev teams will make more sales. You don’t have to worry about following up. There won’t be a stone unturned with your sales funnel.”

Callvera’s AI-powered contact center responds to 99% of calls, texts or emails with no downtime, compared with the average 80% response rate of human receptionists, company officials say. Scott points out that just one missed call to a roofing brand, for example, could result in the loss of a contract worth several thousand dollars.

Client results and feedback

HorsePower Brands, a franchisor with nine home services brands in its portfolio, was one of the first to replace its internal call center with Callvera’s AI-powered contact center. The transition resulted in an improvement in customer sales conversion rates from 40-45% to 50-55% in a little less than a year across all HorsePower’s brands, according to a Callvera case study.

A HorsePower manager says in an online interview with Callvera co-founder and CEO David Finneran that she was pleasantly surprised at how quickly the AI bot trained to understand HorsePower’s business needs and handle questions from the brand’s customers. “When you’re working with live agents, you have to train them on processes and procedures, but they’re human and mistakes are going to be made,” she says. “But it’s so nice to see with the AI that once we’ve trained it, it remembers and retains that information and we’re not having to go back and retrain it.

It’s learning as it’s being asked more questions.”