Phone practice for the people who answer your calls

Your CSRs practise booking the job on a real phone call, before a real customer is on the line.

Call (402) 527-6744, press 1, and a customer calls you with a problem. Answer the way your office would. That’s the practice call your CSRs get, set up for your trade.

How a practice call works

Your CSR dials your practice line from their own phone, hears a beep, and answers the way they would at the desk. The caller starts talking: a homeowner with no hot water, an AC that quit, a burning smell from an outlet, a sewage backup, wasps in a child’s room. No app, no headset, no browser tab. When they hang up, the call is transcribed and graded.

The callers your office already gets

Each trade starts with four callers: a calm first-time caller, a price shopper comparing your fee with someone else’s, a stressed emergency caller, and a skeptic who has been burned before and will hang up if your CSR dodges. They bring the questions your office hears every week: “Can you just give me a ballpark over the phone?” “The other company said they’d come out for $59.” “Why is there a fee just to come out?” “Can you come today?”

Graded on booking the job, not on a pitch

Every call is scored against six steps: answer with the company name, get the name and number early, get the address and the problem, offer two appointment windows, state the fee before booking, and confirm and close.

Each trade adds its own checks. Electrical asks the safety screen for burning smells or sparking. HVAC asks whether anyone in the home is elderly or medically vulnerable. Restoration asks whether the water is still running and whether insurance has been called. Pest control requires an inspection before quoting termites or bed bugs.

These are a starting point. Put in your own dispatch fee, your windows and your words, and the grading follows them. Your CSR sees the transcript and score for every call; you see who practised, who is improving, and what the team keeps missing.

What it costs, in calls

Every plan includes unlimited CSRs sharing one monthly allowance of minutes, with no contract and no per-seat fee. Team is $79 a month for 120 minutes: at five minutes a call, that’s about 24 practice calls a month, two a week for each of three CSRs. Solo is $29 a month for 40 minutes.

Before you start

Setup takes about a minute after checkout: pick your trade, add your CSRs’ phone numbers, and the callers and standards above are in place before your number appears.
Your staff need to know their practice calls are recorded; telling them is your responsibility.
There’s no CRM or booking-system connection: practice calls never touch your real customers or your schedule.

Built with a home-service business

MockProspect was built with NeverMissCall, which answers missed calls for small businesses. Their team helped shape it and practises on it.