Contact Center: Services & Pricing

What This Is

Strategic and hands-on advisory support to design and structure GarageCo’s contact center across brands and locations.

Focused on improving:

• booking rates

• call handling consistency

• routing and AI strategy

• visibility into performance

When to Use This

• Defining centralized vs decentralized model

• Designing call routing, overflow, and AI usage

• Aligning on roles, staffing, and workflows

• Establishing KPIs and reporting structure

• Identifying gaps in booking performance or CX

• Making platform or operational decisions

What’s Included

• Contact center structure and operating model

• Call flow and routing design

• AI CSR strategy (where and how to use it)

• KPI and performance framework

• Call handling and booking workflows

• Vendor/platform advisory

• Implementation guidance and prioritization

Output

• Clear recommended structure for how calls should be handled

• Defined workflows and routing logic

• KPI framework and expectations

• Prioritized roadmap for implementation

Fee: $125/hour

What This Is

Hands-on support to plan, launch, and scale AI CSR (e.g., Broccoli) across GarageCo brands and locations.

Focused on ensuring AI is implemented correctly to:

• capture more after-hours and overflow calls

• increase bookings without adding headcount

• reduce missed opportunities

• maintain a strong customer experience

When to Use This

• Launching AI CSR at new locations

• Expanding rollout across brands

• Gathering setup requirements (zip codes, job types, fees)

• Testing and validating AI behavior before go-live

• Fixing issues with transfers, booking logic, or responses

• Aligning AI with call flows and routing strategy

What’s Included

• Rollout planning and prioritization

• Location onboarding and setup coordination

• Data collection (service areas, job types, fees, rules)

• AI behavior testing and validation

• Call flow and routing alignment

• Issue tracking and escalation

• Post-launch optimization and tuning

Output

• AI CSR properly configured and launched by location

• Clean, repeatable rollout process across brands

• Documented setup requirements and workflows

• Identified issues with clear fixes and recommendations

• Improved booking performance and call handling consistency

Fee: $125/hour

What This Is

Ongoing support to improve CSR performance, increase booking rates, and standardize call handling across GarageCo locations.

Focused on turning calls into revenue by improving:

• how agents handle calls

• how consistently processes are followed

• how effectively appointments are booked

When to Use This

• Booking rates are inconsistent or below target

• Call handling varies by location or agent

• Customers are not being guided to book

• Fees are not being explained clearly

• Training is informal or inconsistent

• There is limited visibility into call quality

What’s Included

• Call audits and QA reviews

• Scorecard design and refinement

• Weekly QA reporting and trend analysis

• Coaching notes and improvement recommendations

• Call handling standards (greeting, empathy, booking, closing)

• Booking flow and objection handling improvement

• Training documentation and workflows

• QA calibration sessions with leadership

Output

• Improved booking rates and call conversion

• Clear, standardized call handling expectations

• Consistent QA structure across locations

• Actionable coaching insights for agents

• Documented training and workflows for scale

Fee:

• QA Audits & Reporting (Execution): $35–$45/hour

What This Is

Support to build clear, reliable reporting that connects calls, bookings, and revenue across GarageCo brands and locations.

Focused on giving leadership visibility into:

• what is happening

• what is working

• where opportunities are being missed

When to Use This

• No clear view of booking rates or performance by location

• Difficulty tying calls to appointments and revenue

• Uncertainty around AI CSR or marketing ROI

• Inconsistent or unreliable data across systems

• Leadership needs board-level reporting and insights

• Decisions are being made without clear data

What’s Included

• KPI definition and reporting structure

• Call → appointment → revenue attribution logic

• AI CSR performance and ROI tracking

• Data cleanup and reconciliation support

• Dashboard and reporting build (Sheets, exports, etc.)

• Weekly or monthly reporting summaries

• Trend analysis and performance insights

• Identification of gaps and missed opportunities

Output

• Clear visibility into call volume, booking rates, and revenue impact

• Defined KPIs and consistent reporting across locations

• Ability to measure AI CSR and operational ROI

• Reliable data to support leadership and board discussions

• Actionable insights to improve performance

Fee:

• Reporting Build & Analysis (Standard): $45/hour

• Advanced Attribution / Data Logic (Complex): $60–$85/hour

Contact Center Strategy & Advisory

Use when: leadership needs guidance on future-state structure, staffing, reporting, routing, call handling, or platform-related decisions.

Examples: centralization planning, board-ready recommendations, KPI framework design, service model recommendations.

Fee: $125/hour

What This Is

Fully managed call handling support for GarageCo, including inbound, outbound, and customer service functions.

Designed to:

• capture more calls and bookings

• reduce missed opportunities

• support centralized call handling across brands

• provide flexible coverage without increasing internal headcount

When to Use This

• Overflow inbound calls are being missed or not booked

• After-hours or peak-time coverage is needed

• Locations have inconsistent call handling or availability

• There is a need to centralize inbound call handling

• Open leads or unsold opportunities are not being followed up on

• Faster response is needed for form fills and new inquiries

• Outbound efforts are needed to generate additional bookings

What’s Included

Inbound Call Handling

• Overflow call handling to support existing teams

• Appointment booking and lead capture

• Customer service and general inquiries

• After-hours and peak-time coverage

• Centralized call handling (optional full replacement model)

Outbound Call Handling

• Lead list dialing to book appointments

• Follow-up on open estimates and unsold opportunities

• Form fill / speed-to-lead outreach

• Re-engagement of older or inactive leads

• Campaign-based outbound efforts

Fully Managed Support

• QA, training, and coaching of agents

• Supervisor oversight and performance management

• Call handling standards aligned to GarageCo workflows

• Reporting on call volume, booking rates, and performance

• Continuous improvement and optimization

Output

• Increased appointment booking from inbound and outbound efforts

• Reduced missed calls and lost opportunities

• Consistent customer experience across locations

• Faster response times for new leads

• Scalable call handling without hiring internally

Fee: $32.50/hour (all-inclusive)

Includes:

• agents

• QA and coaching

• supervision and oversight

• reporting and performance tracking