Your next staffing decision deserves better than a monthly average. We measure the revenue your home-service phone operation forgoes, then show you where to act.
For home-service operators with 3–10 customer service reps.
Capacity, conversion, and turnover each tell part of the story. We measure them separately and reconcile the overlaps.
Find the half-hours when demand and staffing do not line up. Model which schedule changes could recover abandoned calls.
Explore capacityCompare booking performance within similar call types and lead sources. See where opportunities leave the pipeline.
Explore conversionAccount for recruiting, training, and the booking shortfall while a replacement gets up to speed.
Understand turnoverA quiet afternoon can hide an overloaded morning in the monthly report. Our diagnostic works in half-hour intervals, with caller patience fitted from your own records.
You receive a range of estimated forgone revenue, the assumptions behind it, and a ranked list of changes with break-even calculations.
See exactly what you receive
We send an export checklist for your phone system and CRM. If your data cannot support the analysis, you get a readiness report.
With usable data, the fixed-fee diagnostic takes two to three weeks. Every headline figure includes a range and stated assumptions.
Use the ranked recommendations yourself, or discuss ongoing Capacity modeling and optional implementation.
The diagnostic is fixed-fee and stands alone. Nothing after it is a condition of it.
The measurement, the reconciliation, and a ranked list of what to fix first.
The staffing model, running continuously against your call records.
We implement the prescription instead of handing it over.
Diagnostic fees are 50% on signature, 50% on delivery, and the whole fee is credited against your first year of Capacity, so the measurement costs nothing if you keep running it. Diagnostic pricing rises as the cross-client benchmark dataset grows, because the comparison it enables gets more valuable. If the seven data-quality gates cannot support a defensible figure, you receive a readiness report naming exactly what to start capturing, at no charge, and no number is published.
Three to ten customer service reps handling inbound calls. HVAC, plumbing, electrical, restoration, pest, and adjacent trades.
The work is done on your call records, not on site, so where you operate does not change what we can measure. Readouts are scheduled in your local business hours.
Queue wait and abandonment logged, a CSR schedule, and completed job values. If you do not have these yet, we will tell you exactly what to turn on.
You invest in generating demand and delivering great service. The phone operation connects the two. Measure it with the same care you give the rest of your business.
Six defensible ways to compute it from the same month of calls, thirteen points apart on the same data.
Not every abandoned call is lost revenue. The arithmetic that survives being checked.
Most QA scorecards measure politeness, not outcomes. What to score instead, and how to sample.
The diagnostic is $4,500 as a fixed fee and takes two to three weeks, and the whole fee is credited against your first year of the Capacity subscription. Capacity runs from $900 a month for three to five CSRs and $1,500 for six to ten. Rollout, where we implement the prescription rather than hand it over, is $12,000 and is never a condition of anything before it.
Five exports: call detail records from your phone system, bookings and completed job values from your field-service software, a CSR roster, a shift schedule, and separations over the period. We also need two figures from you: contribution margin and what you pay whoever recruits and coaches CSRs. We send an export checklist written for your specific systems.
Seven data quality gates run before anything is computed. If one fails you receive a readiness report instead of a figure, telling you exactly what to start capturing. There is no charge for that answer and no partial result is published.
No. DialWorth is measurement. The output is a quantified figure for forgone booked revenue with a ranked list of remediations. We do not sell scripts, coaching or training programmes.
Monthly averages can conceal staffing gaps. Forgone capacity does not occur on average, it occurs in half-hour intervals where offered load exceeds staffing, and a monthly average conceals exactly those intervals. DialWorth works at interval resolution and fits caller patience from your own abandonment data.
Home-service companies between roughly $2M and $15M in revenue running three to ten customer service reps on inbound calls: HVAC, plumbing, electrical, restoration, pest and adjacent trades. We work with operators across the United States, in every time zone.
Two to three weeks from receiving usable data. Most of that is analysis rather than your time; the data pull typically takes about an hour of someone's day.
No. Every headline figure ships as a range with a most-likely value, because a point estimate implies a precision the underlying data does not support. You also receive a sensitivity analysis showing which assumptions drive the spread.
It may be a useful option. You will still have to size it. An AI agent is capacity. Buying capacity without knowing which half-hours are actually short, how much demand arrives in them, or what a recovered call is worth is how operators end up paying a monthly fee to cover intervals that were never understaffed. Containment is also below 100%, so an agent changes the shape of the load rather than removing it. We price an automated hour and a loaded CSR hour on the same axis, which turns the question from AI-or-people into how many of which, in which intervals.
That is a question our diagnostic examines. Counting missed calls is not the same as pricing them, and neither is the same as knowing which were preventable. We model each half-hour interval with queueing mathematics that accounts for callers hanging up, using caller patience fitted from your own abandonment data rather than an industry constant, and return the minimum-cost shift changes that would have recovered them, with the payback in your own loaded hourly rate. The recoverable count is bounded by the calls your export shows were actually abandoned; we never claim to save a call that did not happen.
Send us what your phone system and field-service software can export. We run the quality gates and tell you whether your data can support a defensible figure, and what it would take if it cannot. There is no charge for that answer.
Prefer arithmetic first? The estimator gives you a rough range in about sixty seconds from numbers you already know.
Track answer rate, abandonment and three booking rates with the free call center KPI spreadsheet. It includes a worked example and checks for inconsistent counts. No signup required.