Make your call numbers easier to trust.
Practical tools and definitions for the people running home-service phone teams. Start with the question you need to answer.
How did our phone team perform this month?
The free call center KPI Excel template calculates five rates from six counts, flags inconsistent inputs and explains every denominator. Download it without signing up.
What might missed calls be worth?
The missed-call revenue and margin calculator produces a range from your inputs and shows its assumptions. Share a result with your operations lead.
Can we compare this booking rate?
The booking-rate benchmark guide shows how the same calls can produce different rates. Check the denominator before setting a target.
What does this metric actually mean?
Use the call operations glossary for definitions of booking rate, abandoned calls, call mix, first-call resolution and speed to lead.
What should we look at next?
Read practical notes on CSR staffing, missed-call revenue and call scoring. For a review using your own records, explore the DialWorth diagnostic.