Every Second Counts

In home services, the window between a submitted request and a confirmed booking is short. According to a 2025 homeowner survey from Roofing Contractor, more than half of homeowners cite a contractor’s experience and reputation as the chief factor in their hiring decision, and 67% say better communication is what makes them choose one company over another. And the stakes for outbound operations are even higher: 90% of customers rate an immediate response as important or very important when they have a question. 

A leading North American home services marketplace connecting homeowners with local service professionals partnered with IntouchCX to improve the efficiency and accuracy of their outbound sales operation, dedicated to matching homeowners with service professionals and driving additional service requests across peak and off-peak seasons. 

The challenge: reduce average handle time, bring after-call work under control, and improve the accuracy of service request documentation without slowing agents down.

Built Around the Interaction

In this program, agents reach out to homeowners who have already submitted a request, with the goal of matching them with a professional and identifying additional service needs. Every conversation carries two responsibilities: 

1. Resolve the immediate request accurately
2. Create the conditions for a cross-sale. 

An agent managing manual documentation mid-call is an agent not listening for cross-sale signals. An agent with inaccurate notes creates rework downstream that slows the entire operation.

IntouchCX addressed both through a single deployment. Sidd Spark, IntouchCX’s real-time AI agent-assist tool, was implemented in November 2023 with three capabilities designed specifically for this program’s needs:

• Automated notes generation, reducing the manual effort of documenting each service request accurately and consistently
• Silent insights, enabling real-time detection of call trends and patterns to inform program strategy
• Real-time cross-sales guidance, providing agents in their first 90 days with timely prompts to identify and act on additional service opportunities

Inaccurate documentation created downstream rework, incorrect decisions, and compounding inefficiency across the operation. Sidd Spark captured interaction details automatically and consistently across every call, removing the problem at its source.

With the administrative layer handled, agents focused entirely on the conversation. At IntouchCX, we build programs where technology handles the overhead so people can focus on what generates value.

What the Data Showed  

With the implementation of Sidd Spark, performance has moved consistently in the right direction over a twelve-month period: 

• AVERAGE HANDLE TIME 

Before  2.0 minutes 

Current average: 1.6 minutes 

20% improvement

• AFTER-CALL WORK 

Before: 220 seconds 

Current average: 190 seconds 

30 seconds reduction per interaction

• CROSS-SALES GUIDANCE Real-time prompts delivered to agents in their first 90 days, driving measurable improvement in cross-sale identification and conversion among new hires.
• SILENT INSIGHTS Ongoing detection of specific call trends and drivers, enabling program leadership to identify patterns and respond proactively.

Taken together, these results tell a compounding story. Better documentation reduced rework. Faster interactions created more room for revenue conversations. And real-time guidance for new hires meant the team reached full contribution sooner. 

Efficiency Becomes a Sales Advantage 

In outbound sales, efficiency and revenue are not separate goals. When agents spend less time on documentation and administration, they have more capacity for the conversations that convert. When new hires receive guidance at the right moment, they contribute to revenue faster. And when those improvements are built into the workflow rather than dependent on individual effort, they hold over time. 

Ready to See It in Action?

The results in this program came from equipping agents with the right tools and sustaining that investment over time. If that sounds like a challenge your operation is facing, it is worth a conversation.

Talk to a CX strategist.