A phone operation's staffing design and its call-handling design each produce a
measurable amount of forgone booked revenue per month. Both are computable from data
you already have. Most owners have never seen either figure, because labor cost is on
the income statement and forgone revenue is not.
What the measurement looks like
Figures on this site are illustrative, generated from a modelled reference
operation rather than a client engagement.
What gets measured
Three components. Each computed separately, then reconciled.
They overlap, so we do not add them up and call it a total. The report shows a
reconciliation from total inbound demand through to the three buckets, and it has
to close.
01 / Capacity
Calls you never got to
Calls abandoned in queue, or answered too slowly, because staffing sits in the
wrong place on the utilization curve. Modeled with queueing mathematics at
half-hour resolution, using caller patience fitted from your own callers rather
than an industry constant.
02 / Conversion
Calls you answered and did not book
Decomposed by pipeline stage and benchmarked against your own best performer —
not an external ideal — with rates normalized within lead-source and job-type
cells, so a rep fielding emergency calls does not look skilled for reasons
unrelated to skill.
03 / Turnover
What a departure actually costs
The fully loaded cost of CSR churn, including the ramp-period booking shortfall
that no owner counts. In the operations we have modeled, that shortfall typically
runs several times the visible cost of recruiting and training combined.
Why you have not seen this number
Nothing in your stack is built to compute it.
I
Your phone system reports averages
A monthly average answer time hides the half-hour intervals where demand
exceeded staffing. Loss does not occur on average; it occurs in intervals.
II
Your field-service software reports what was booked
It has no view of the call that did not become a booking, and usually no link
back to the call that did.
III
Booking rate by rep is not comparable across reps
Call mix differs. Without normalizing for lead source and job type, the rep
handed the emergency queue looks like the strongest closer on the team.
IV
Turnover cost is recorded as recruiting spend
Recruiting, interviewing and training are invoiced, so they are counted. The
booking shortfall across a twelve-week ramp is not invoiced, so it is not.
Engagements
Start with the measurement.
The diagnostic is fixed-fee and stands alone. Nothing after it is a condition of it.
Start here
Diagnostic
Starting at $3,000
2–3 weeks
The measurement, the reconciliation, and a ranked list of what to fix first.
Forgone revenue as a range, monthly and annualized
Diagnostic pricing reflects current engagement count. It rises as the cross-client
benchmark dataset grows, because the comparison it enables gets more valuable.
Who this is for
Home-service companies with a real inbound phone operation.
Profile
$2M–15M revenue
Three to ten customer service reps handling inbound calls. HVAC, plumbing,
electrical, restoration, pest, and adjacent trades.
Geography
California, Oregon, Washington, Nevada
We work the Pacific time zone only. It is a deliberate constraint, not a
limitation we are apologizing for.
Prerequisite
Ninety days of call data
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.
The measurement starts at the desk, not the truck
Where the money moves
Every booked job in your business
passed through a phone call first.
Marketing spend is measured to the dollar. Technician utilization is measured to
the minute. The thirty seconds between a customer dialing and a rep answering is
measured by nobody — and it sits upstream of every job you will ever run.
Every headline figure ships as a range with a most-likely value. A point
estimate implies a precision the underlying data does not support.
02
Claim causation
We measure association and model counterfactuals under stated assumptions. The
report says "modeled" and "under these assumptions" because that is what it is.
03
Produce a number your data cannot support
Seven data quality gates run before anything is computed. If your data fails
them you get a readiness report telling you what to start capturing — not a
figure dressed up as a finding.
04
Hide an assumption
Every parameter in the model is listed in the appendix with its source: measured
from your data, stated by you, or an industry default. Defaults are flagged and
counted. Where a parameter could bias the headline figure, we choose the value
that makes it smaller.
05
Show you someone else's logo
We are early. This page carries no client names, no testimonials and no press
marks, because we will not manufacture proof we have not earned. The method is
published in full — judge that instead.
Every figure in the report is traced back to a call that arrived here
Common questions
What owners ask before they send data.
What does a DialWorth diagnostic cost?
The diagnostic starts at $3,000 as a fixed fee and takes two to three weeks. Fees are 50% on signature and 50% on delivery. Implementation and monitoring engagements are priced separately and are never a condition of the diagnostic.
What data do you need from us?
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 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.
What happens if our data is not good enough?
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.
Is this call coaching or CSR training?
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.
How is this different from the reports in our phone system?
Phone systems report averages over a month. 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.
Which companies is this for?
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 California, Oregon, Washington and Nevada only.
How long does the engagement take?
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.
Will you give us a single number?
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.
Next step
A data review, before any fee.
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.
