Restoration 1 has grown rapidly. Which opportunities inspired you to seek a 24/7 live answering service?
Four years ago, we had 18 locations. Today, we have 250 and we receive an average of 800 calls a day. Restoration 1 covers around 15,000 zip codes, so there's always something happening.
Yet, it turned out that we were missing 34% of calls that came to us after normal working hours. Something had to change.
What solution helped Restoration 1 bridge that gap?
When we were looking for a call center, we wanted one with a hybrid approach. We needed a service that could handle national accounts, but also allow our local franchises to answer their own calls, with backup support to cover after hours inquiries.
Furthermore, we needed 24/7 availability. Approximately 25% of the calls we receive after 5pm are new service calls. We recognized that the consistency of capturing that extra business, day after day, would really add up.