Background
When phone calls are critical for business
People have stopped answering the phone — 86% of calls from unknown numbers now go unanswered. For a billion-dollar-plus leading home services company, that meant real revenue walking out the door. Their teams rely heavily on phone communications to:
- Respond rapidly on inbound inquiries
- Convert new leads into booked jobs
- Coordinate live field operations, such as notifying homeowners when a technician is arriving
- Engage with existing customers for repeat business
Problem
Eroding answer rates and operational friction
Outbound calls from the company’s regional brands were failing to reach homeowners, frequently getting ignored, flagged as spam, or blocked by network operators because there was no way for a customer's phone to tell a legitimate call from a scam. These unanswered calls triggered a costly chain reaction: missed appointments directly caused lost revenue as frustrated customers booked with fast competitors.
Compounding the issue, call performance fluctuated wildly across a dozen-plus locations, leaving supervisors without the visibility needed to pinpoint the root cause of declining answer rates.
Solution
Hiya’s Branded Call informed customers who was calling and why
Company-wide the organization implemented Hiya Branded Call, which displays verified brand names and logos to customers right as the phone rings.
Implementation was managed via decentralized Hiya consoles assigned to each subsidiary. This setup gave regional teams independent control over their brand assets while providing supervisors with the exact data visibility required to track and optimize call performance.
“Every unanswered call is a missed opportunity for the business to serve our existing members and new customers, and that adds up fast. Since working with Hiya, our answer rates have climbed as high as 73%,” said the company’s chief information officer.
Results
ROI was immediately apparent as answer rates improved
Results from the implementation of Branded Call were seen immediately. The impact of Branded Call included:
Improved answer rates
- One company experienced answer rates of 73% over a 5-month period. Others experienced answer rates in the 50% to 60% range.
- First call attempts averaged as high as 58% for some companies.
- Fewer calls were blocked by customers and spam label rates plunged below 1%.
Increased revenue
- Fewer opportunities were lost because of unanswered follow-up calls.
- Agents experienced more inquiries that turned into booked jobs.
- Brands experienced stronger retention of existing customers.
Strong adoption by calling teams
- Minimal support was needed after the rollout.
- Teams quickly recognized the value of improved answer rates.
- Call branding became a standard part of teams’ outbound communication strategy.
Branding calls wasn't just a fix for missed appointments. It was a way to rebuild the trust that had eroded between the business and its customers. As voice calls become more central to how businesses reach people, and harder to trust at the same time, that trust is what will set companies apart.
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