Boris Valkov
speaker
476 appearances
2 recordings
1 series
first heard Feb 2025
last heard 1 May
Boris Valkov’s voice in public audio — every appearance, attributed to the second.
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recordings per month · last 12 monthsRecordings per month over the last 12 months — 1 in all, peaking in May 2026 with 1.
Appearances
I mean, yes. So we can always do the calculator, kind of calculate for every single company what it means. But the easy ROI calculation is, average for the home service, average ticket size is $500 to $1,000 normal. And then if you have a high value code, it's like $10,000, $20,000, $30,000, $40,000, right? So you lose one of those, you lose $1,000.
So the question is like, do you believe that your CSR can save one more call with software? And if that's the case, you're kind of already making it. making profit. And from there, everything is like a scale for the company improving. So ROI is very clear in this situation. So everything is about, do you want to be more profitable? Do you want to scale faster?
Do you want to have more marketing budget for, to be able to kind of grow faster and kind of get more leads, get growth? So that's kind of the questions that companies should be asking themselves with technology.
Yes. And this is just one of the kind of the angles that you see, like booking rates is just the high level surface level. But then what about like, why did we book and why didn't we book? These are questions that everyone should be able to answer. And that's where the biggest challenge of the call center is today. Like you just cannot answer those questions.
And the other thing is that all the opportunities and automations that you create afterwards, like these workflows that you can create after the call center, This is everything can be connected together with the other systems that can be doing the rehash and the other system that can kind of reaching out and all those kind of things. So this whole thing can be connected in one system.
Of course, you can start small and you can fix one thing at a time. But eventually, as you're becoming sophisticated call center, as you guys are one of the most sophisticated call center we've seen in the industry in the United States, as you're getting to that level, then you start connecting systems.
You kind of start working these small details and then it's pretty much very hard to catch up with that.
Yeah, so you have these four tiers, four tiers of the funnel. It's marketing, the call center, sales, and the service. So the call center is the one where if you don't go through this part of the business, then it doesn't matter how good of a salespeople you have, but you're never going to have the chance to go to a customer and kind of present the company.
So from a call center perspective, it's the first time we have actual communication person to person where the customer calls the CSR and you're able to explain your business with that. So from that perspective, yes, that's one of the major parts in the funnel where you start from the marketing, but then the next one in the funnel is the call center.
which enables and opens the funnel for the sales and everything else that I have in the business. So this is where, yes. So we just wanted to focus on this part first, make sure that it's very, very clear. It's very, very advanced. And AI helps here a lot because what AI is really good at is scale and understanding of what's going on in the conversation.
It's like catching things, all the playbooks and all the best practices and all the objections and all of that AI is so good. It's so much better than a person. And it's also at scale. It's like all the calls.
So the good part about that is that if you're a call center manager, instead of listening to phone calls and kind of, you can still listen to phone calls, but instead of listening, you can go and do this kind of a virtual ride along thing in the call center. You can listen to 1000 calls for less than a Because essentially you'll focus only on the one that matters.
And then you can process a thousand calls per minute. And then what's your performance as a call center manager compared to any other call center manager you have out there? That's one. Then from a CSR perspective, so we usually by default grant access to everyone to be able to see the rest of the
So now you have this kind of self-coaching opportunity as well, in addition to your manager, where you were struggling with something, the software will show you very clearly what you're struggling with, and you can go and see how are your best peers doing it. It essentially means you can listen in practice, in your company, in your environment, how to do it. And that's so powerful to coach.
Yes. So we are the leading call center revenue platform in the home services, home remodeling space. We will be leading the charge for a very long time. We will be on the top in every innovation that happens in this space. And we'll guarantee our customers that they'll always get the best technology, the newest technologies. They'll always be the fastest and the best. So
What is coming is you're going to have all those features we're discussing. They're going to be better. They're going to be faster. They're going to be much deeper to the point where it will be, I don't know what to do. Everything is clear. I just need to take the action. Right now, you need to double check a few things, but still it's super clear the action.
So it's going to be to the point where you just need to do that and then you'll be better until you get to the point where, yes, the innovation will get to a point where self-driving cars will come. But as I mentioned, it's going to take years. And of course, this will be a transition process where, yeah, it will be.
Yes. Yeah. So what we do is with Laces, we automatically clean
show you everything that you need to know here of course yeah some of those prompting things that you can do and kind of just ask questions this is it will come and this is very easy to do so we can can definitely add those additional helpers but what we're trying to do is we actually know what you need to take action on and we just tell you so for example you come today and we're talking to many many just opens uh
and you know what to do today is essentially, so this is your booking rate, your goal is to increase, these are the top things that you need to focus on today, and this is how you do it.
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