Your customers call. How many hang up without an appointment?
I listen to your inbound calls, score them one by one against a grid that is the same for everyone, and tell you which of the three links — marketing, reception, sales — breaks the chain before the sale.
Reply within two business days. No commitment.
Three links. Only one breaks at a time.
Between the moment the phone rings and the moment a contract is signed, there are three links. Most businesses invest in the first without ever measuring the second.
Paying more to make a phone ring that is answered badly is watering a leaking bucket.
What I measure
Every call is scored against a grid of binary questions — yes or no, no half points. The same grid across industries, which keeps audits comparable with one another and from one period to the next.
Contact rate
Did a human answer, and in under twenty seconds? No amount of training fixes a phone ringing into the void.
Appointments offered
Did the agent explicitly offer a meeting? “Call us back” does not count. This is the number that moves fastest once you fix it.
Appointments booked
A date AND a time. A date alone is not an appointment, it is an intention.
Show rate
Of the appointments booked, how many actually show up? Tracked over thirty to sixty days.
Public industry benchmarks
Your figures mean nothing on their own. They are compared against public benchmarks, always cited with their source — and when an industry has none, I say so rather than borrowing another one's.
- 52%
- of calls to home services reach a human
- Invoca, analysis of 70M calls — 9th of 10 industries
- 36%
- of businesses explicitly ask for the sale or the appointment
- Invoca, all industries
- 31%
- of callers hang up before speaking to anyone
- Patient Prism, 11.5M calls
And one indicator nobody else measures
Since June 1, 2023, section 5 of the Charter of the French language gives your customers the right to be informed and served in French, and section 50.2 requires you to honour it.
This is an obligation of CAPACITY, not a ban on English. You can perfectly well serve a customer in English if they ask. What is required is that French be available and offered by default.
So I measure three things, and never “the share of calls in English” — which would be legally wrong and commercially indefensible:
- was the greeting in French, in the very first words;
- could the prospect carry the call in the language of their choice, without friction;
- when the language changed, did the customer ask for it.
How it works
- 01
You send me a sample
Twenty to thirty real inbound calls, over a representative period. French, English or mixed — switching language mid-call is common in Greater Montreal, and it is handled.
- 02
I listen and score
Every call, one by one, against the grid. Every answer is confirmed by a human listening: no figure in the report comes from unverified automatic analysis.
- 03
You get the diagnosis
The report, the corrective plan and your compliance documents. Then, thirty to sixty days later, the follow-up on booked appointments: did they show, did they sign?
What you get
Your recordings never leave Canada
A call recording contains personal information. Database, authentication, files and code execution are all hosted in Canada, in the Canada Central region. Automatic transcription stays in Canada too.
Recordings and their transcriptions are destroyed automatically after the engagement closes, and every deletion is logged. You can obtain attestation of it, or request early destruction at any time.
If you ask, I can show you the screen displaying the region actually observed at runtime — not the one declared in a document.
Request an audit
Tell me where you stand. I reply within two business days, in French or English, whichever you prefer.