Your Funeral Home Is a Call Center | Will de Michaelis (PartingPro) #72

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 _ 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. Click here to subscribe: https://bit.ly/3PxOqMO Find us at https://directcremation.com Spotify: http://bit.ly/3yDEwj7 Apple Podcasts: http://bit.ly/3lj2soT 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