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6 Roles of the Appointment Center

Six Roles of the Appointment Center

Catch, hunt, recycle, surf, show, keep.

An Appointment Center is not a receptionist. Six distinct roles extract appointments from every place a lead can hide.

Appt Center

  1. 01

    Catcher

    All inbound, including return calls from the other roles. Source truth. Schedule reviews.

  2. 02

    Hunter

    Unsold proposals. Phone close or a better-fit second visit. Do not leave this to salespeople.

  3. 03

    Recycler

    Cancelled sets, same day, flowchart script, then cross-sell.

  4. 04

    Surfer

    Web forms in minutes. Five minutes is a different business than two hours.

  5. 05

    Showtime

    Show leads die fast. Marketing runs the booth. This role finishes.

  6. 06

    Perennial

    Lifetime customer ownership. Cheaper than buying another stranger.

How to use it

  • Name an owner for each role even if one person wears two hats.
  • Script and role-play weekly.
  • Report conversion by role and source, not one blended vanity number.
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