CallSource has released new inbound call data for home services companies.
Businesses in the home services industry rely on the phone and appointments to be made in order to make sales and complete services for customers. While other mediums such as online booking or texting for appointments can now be used, the phone is still the most vital way that clients will contact home service businesses for help.
CallSource knows how important the phone is to home services companies – we’ve been analyzing their calls for years. In fact, we just released a new report analyzing almost 20 million phone calls to home services companies over the past 4 years with valuable insights that no home service owner or manager should miss.
Check out the report in its entirety here, or read below for 10 of the most eye-raising data points.
Home services companies know the importance of the phone, and these stats show that there are still improvements to be made in your business.
You need to maximize your appointment opportunities.
- Just over half (56%) of calls coming into your business are viable leads.
- Of these prospect calls, the average call-to-appointment conversion rate for home service businesses is 63%.
- 37% of prospect calls are missed opportunities – meaning over a third of your potential revenue is going to your competitor.
Why else are consumers calling in?
- 44% of callers aren’t an appointment-generating opportunity.
- 69% of calls are general business calls, and 28% are current customers following-up.
CSRs are great at making first impressions…
- 95% of call handlers offer his/her name to the caller upon answering.
- 98% of employees correctly introduce the company in their greeting.
But call handlers need to have improved conversations with callers
- Call handlers share a personal value proposition about the company only 1% of the time.
- In about half of calls, the call handler shows empathy with the caller about their problem, tries to understand their needs, and re-states the caller’s issue to help them feel understood.
Ask for the appointment
- CSRs use close-handed questions to ask for the sale, book the call, or gain commitment from the caller only about a third (36%) of the time.
Set more appointments with CallSource
Home services companies know the importance of the phone, and these stats show that there are still improvements to be made in your business.
Discover more facts in the full home services report here, and contact a CallSource specialist to get started improving your phone experience today.
