Category: Tapco Tools

To fully grasp how unique Boral’s customer service department is, one need only look at two numbers: a 95% call-answer rate and a 0% turnover rate.

“We take a proactive approach in our call center, and that has afforded us a very high service level,” notes Tim Barber, Boral’s director of customer service. Most call centers average around 80% of calls answered in 20 seconds or less; Boral’s average at that rate is 95%. “If you call, we pretty much answer immediately. We know that busy contractors need answers fast and that jobs can be held up if we don’t meet that need.”

But while phone calls are the primary form of communications, the omnichannel department responds just as efficiently to requests made via email, fax, EDI, and pretty much any other form of communication with a hands-on strategy Barber calls a “concierge approach.”

“We really hope to cultivate an experience that keeps customers coming back to our family of brands,” Barber says. “We want to make sure we’re ending the call having solved the customer’s problem and having used their time effectively.”

The employees’ dedication shows in the department’s high tenure rate, including 0% negative attrition (firings or voluntary company departures) for the past two years, a significant feat considering the typical rate for call centers is 30% to 40%.

The department fields as many as 800 to 1,000 calls a day, taking orders, addressing warranty concerns, providing tech support, and responding to any number of other topics. Staff numbers ramp up during busier months from April to October, and the full team is engaged with onboarding new employees.

“We’ve been fortunate to have a fabulous staff that comes to work every day with their A game,” Barber says. “We’re building our culture around customer service. Our culture is important—you can’t have success without good culture and good leadership, with people feeling like they can contribute. They come in and do the best they can for customers. We empower them and provide an atmosphere that’s supportive.”

Have a question? Contact Boral’s stellar customer service team by calling (888) 926-7259 or submitting a contact form.

As the housing industry continues its steady climb, the shortage of skilled labor is only intensifying. In fact, builders have indicated that cost and availability of labor is currently the No. 1 problem facing their business, according to a December NAHB/Wells Fargo survey. A Home Improvement Research Institute study found that 60% of skilled trade professionals believe there is a shortage of labor.

In January, the construction industry’s unfilled jobs reached 250,000, up from 159,000 in January 2017 and just shy of the post-recession high of 255,000 last July, according to NAHB analysis of Bureau of Labor Statistics data. The challenges can lead to scheduling problems, budget woes, and quality concerns, among other issues.

Several industry organizations are attempting to tackle the issue through new initiatives that encourage young people to consider the trades, provide scholarships for training, provide direct training, or simply promote the benefits of a career in the industry. These include:

• Skilled Labor Fund. Created by Professional Builder publisher Scranton Gillette and with an operating committee that includes leaders from the NAHB and the National Kitchen & Bath Association, the non-profit is raising money to “build a foundation for a stronger workforce” via student scholarships, accredited trade schools, and training facilities.

• Home Depot Skilled Trades Initiative. In early March, The Home Depot Foundation announced a $50 million grant aimed at training 20,000 people in the trades to help fill the labor gap, particularly in areas of the country devastated by natural disasters. According to USA Today, the Home Builders Institute will use the funds from Home Depot to train veterans and U.S. Army soldiers readying for civilian life.

• Lowe’s Track to the Trades. In February, Lowe’s announced a workforce development initiative to support its employees wishing to pursue a skilled trade. Employees will be eligible to receive tuition funding for certification in a skilled trade, academic coaching and support, and apprenticeship placement opportunities within Lowe’s or among its contractor network.

• Why I Build. Hosted by Fine Homebuilding, Why I Build showcases the voices of craftsmanship and shares stories about why those in the trades love what they do. The resulting videos are inspiring and demonstrate the pride and integrity associated with careers in construction.

• #KeepCraftAlive. Another program from Fine Homebuilding, this movement is designed to spark conversation and spotlight craftspeople. The magazine encourages pros to tag their social media posts with the hashtag #KeepCraftAlive to share their passion with the world (see Instagram posts here). Sales from T-shirts will fund a sponsorship alongside SkillsUSA.

TruExterior remains committed to assisting our customers with training, as well. Our sales reps are available for a range of hands-on education opportunities, including dealer product knowledge sessions and one-on-one jobsite installation instruction. In addition, TruExterior has a fleet of mobile training units that travel the country, setting up shop at dealer yards to provide installers with hands-on experience with our products.

To arrange a meeting, training session, or trailer visit, contact us today.

For many contractors, the safety of employees and site visitors takes top priority over nearly everything else. For firms looking for new ways to ensure and promote a safe work environment, one proactive process to consider is “Take 5,” a method for re-familiarizing oneself with a task.

When facing a task they haven’t performed in awhile, such as operating a piece of machinery, staff at Boral facilities are encouraged to pause to identify and control hazards before they start work:

1. Stop, look, walk around the task
2. Think about the task, have a clear plan
3. Identify and assess hazards that exist or may be created by the task and rate their risk levels
4. Control the risks and communicate
5. Do the task if low risk, and keep a lookout for changes

As part of this process, staff members carry or have easy access to a Take 5 notepad that takes them through a series of quick steps: a pre-task checklist that confirms they are authorized to do the task and that they fully understand the task; a hazard-identification checklist; and a review of the personal protective equipment.

On the back, the employee identifies each potential risk to the task and its controls. Using this list, they can identify whether the task requires sign off by a supervisor or a written safe operating procedure.

By compelling employees to stop and consider each task, its potential hazards, and its safe operation, the Take 5 process helps further ensure the safety of themselves and those around them. For builders and contractors looking to elevate their safety efforts, it’s one additional way to keep safety top of mind each day and ensure employees and visitors are actively engaged in ensuring the well-being of themselves and others.