Five workshops for the people who run your phones

Call handling workshop

This is the core workshop for CSRs, dispatchers and anyone who answers. Your team learns a five-step call flow (greet, listen, qualify, offer a time, confirm) and practises it with real calls from your own office.

Choose it first if callers are being put on hold too long, CSRs sound unsure, or too many calls end with "we'll call you back". Details are on the call handling workshop page.

Booking rate tracking and call scoring

This workshop gives your office one honest weekly number. We agree a definition of a bookable call, set up a simple tally or report, and teach a manager to score five to ten calls a week with a shared rubric.

Choose it first if nobody can tell you last month's booking rate, or if you are about to spend more on advertising. Without a baseline, you cannot tell whether a new campaign or a new hire made things better. See booking rate tracking.

Price questions and estimate follow-up

This one tackles the question that ends more calls than any other: "How much?" Your team gets approved wording for service fees, price ranges and estimate visits, plus a follow-up rhythm for estimates that haven't been accepted.

Choose it if callers often hang up after hearing a price, or if your plumbers write estimates that are never chased. Read more on the price conversations page.

After-hours, overflow and missed calls

Plumbing emergencies don't keep office hours. This workshop maps every gap in your coverage, from the lunch hour to Sunday night, and gives you a written plan for who answers, what gets promised and how fast a missed call is returned.

Choose it if your call log shows missed calls you never returned, or if the owner is the unofficial night line. Details are on the after-hours coverage page.

New CSR and dispatcher onboarding

Hiring a new CSR is expensive, and most offices train by sitting the new person next to whoever is busiest. This workshop gives you a two-week onboarding plan, a call flow cheat sheet and a sign-off checklist before the new hire takes calls alone.

Choose it if you are hiring now, or if your last two office hires left within six months. See new CSR onboarding.

How to choose in ten minutes

Answer these four questions honestly. They point to the right starting workshop for most offices.

1. Do you know last month's booking rate? If no, start with tracking.
2. Of ten recent calls you listen to, did more than three end without a time offered? If yes, add call handling.
3. Do callers regularly ask for a price and then go quiet? If yes, add price conversations.
4. Does your phone report show missed calls after 5 p.m. or on weekends? If yes, add after-hours coverage.

If you answered yes to all four, don't panic. That is common, and it means the first six weeks will show the clearest gains. The booking rate guide helps you answer question one before we talk.

What every workshop includes

Each workshop comes with the same backbone, so the skills don't fade after the session ends.

• A short call review before the session, so examples come from your office
• Live practice in pairs, with CSRs playing caller and CSR in turn
• A one-page cheat sheet for the desk
• A follow-up scoring week to check that the habit held

Pricing and plan options are on the pricing page, and the FAQ answers questions about contracts and timing. When you are ready, call, text or email and tell us which question above worried you most.