How many calls did your funeral home truly miss last month? Not calls that reached voicemail and received a return call later. Calls that rang out, disconnected, and sent a family somewhere else. At an average case value of $1,200, missing only two at-need calls each month could send nearly $30,000 in annual revenue to a competitor. More importantly, it can leave a family without support during one of the hardest moments of their life.
In this episode of the Direct Cremation Podcast, host Will de Michaelis challenges funeral home owners to rethink phone coverage. His central point is simple: every funeral home operates like a small call center, yet most firms do not staff their phones using call-center data.
Your funeral home may be a small call center—but every call carries far more weight than an ordinary customer-service inquiry.
(00:00:00) Intro
(00:01:10) The Calculator
(00:01:25) What is Erlang C?
(00:01:56) How We Used To Staff Our Phones
(00:02:47) Staffing is Not a Scheduling Problem
(00:03:31) Erlang C in One Sentence
(00:04:59) Your Funeral Home is a Call Center
(00:05:23) How to Start Staffing Like a Call Center
(00:06:30) The Raw Call Data
(00:08:25) Why You Shouldn't Trust The Raw Data
(00:09:15) Data Quality Issues
(00:12:21) The Cleaned Data
(00:14:45) The Call Data
(00:16:32) The Dashboard
(00:16:59) The Most Important Number
(00:19:42) What Do You Do With This?
(00:23:05) Here's Your Homework
Watch the full interview here 🎧 https://youtu.be/fJA83tpo8bc](https://youtu.be/fJA83tpo8bc
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For Innovative Funeral Directors Blazing a Trail.
A podcast for funeral home owners where we talk about trends & opportunities we see in the funeral home industry. We bring on death care professionals and cremation experts to share what they know.
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Want to start a cremation brand yourself? Learn how the some of the biggest cremation brands do it at https://www.partingpro.com
Learn the playbook responsible for growing my family business to over 4500 calls a year without digital marketing: https://wdgroupconsulting.com