Professional Call Center for
Home Services: US-Based Agents,
65-Second Response Times
Your customers expect their call answered by a real person. Not a voicemail. Not an offshore accent. A professional. We’re a home services call center built specifically for franchises, contractors, and multi-location operators. US-based agents. 24/7 availability. One goal: move your customer toward a booked appointment.
65 Seconds | Industry average is 45 minutes. We answer first.
Every Unanswered Call Is Revenue
Walking Out the Door
Here’s what actually happens when your phone rings and nobody answers:
It’s not just a missed call.
Your competitor answers. Your customer becomes their customer. And now you’re playing catch-up from a position of weakness.
The timing matters more than you think.
Within 30 seconds of calling, 50% of customers have already called someone else. By two minutes, 80% have moved on. You’re not competing on price or reputation anymore. You’re competing on speed.
Generic call centers don’t understand home services.
They answer the phone professionally, sure. But then they don’t know what questions to ask. They don’t understand the difference between a homeowner who needs a roof inspected TODAY versus someone planning a roof replacement in spring. They don’t know your industry’s language, objections, or sales process.
Franchisees answering their own phones create brand chaos.
One franchisee sounds professional and confident. Another sounds like they’re answering from their truck. Customers notice. And every inconsistency erodes your brand promise.
The Call Center Built by Home Service Business Owners
We didn’t start as a generic call center trying to adapt to home services. We started as Five Star Painting—a home services company that grew to 100+ locations across North America and Canada. When we hit growth, we faced the same problem you’re facing: how do we answer every call professionally without hiring a massive call center team?
We built systems. We trained agents. We figured out what works. And after 15 years of managing millions of calls across home service brands, we productized that expertise into what became ProNexis.
Today, we’re the call center for home services businesses that actually understand home services—because we built this from the inside out.
What Sets Our Call Center Apart
Four Core Components
Extensively Trained US-Based Agents
Not offshore. Not near-shore. US-based professionals who understand your market.
Our agents aren’t learning call center basics. They’re learning your business. Every agent goes through a rigorous training process before handling their first call:
Initial Training (2-3 weeks):
- Call center fundamentals
- Home services industry deep dive
- Your specific scripts, brand voice, and objection handling
- Role-playing with supervisors until they’re ready
Ongoing Coaching:
- Call monitoring and quality assurance
- Weekly training sessions
- Performance feedback and coaching
- Continuous skill development
Why This Matters:
- Agents understand your market (local accents, regional terminology, cultural nuances)
- Agents know your industry (they can spot qualified leads vs. tire kickers)
- Agents represent your brand consistently (not dependant on how a franchisee feels that day)
- Agents stick around (training investment pays off; quality improves over time)
Brand-Aligned Scripts & Tone
Every call reinforces your brand promise.
We don’t hand our agents a generic script. We work with you to develop custom scripts that reflect your brand voice:
For You:
- Your brand personality (hard and direct? Warm and empathetic? Professional and technical?)
- Your service process (how you qualify leads, how you handle objections)
- Your unique selling points (what makes you different from competitors)
- Your CRM integration (where lead data goes immediately after the call)
For Your Customers:
- Consistent experience across all calls
- Professional representation of your brand
- Knowledgeable answers to industry-specific questions
- Qualified lead gathering (right information, first time)
For Your Franchisees
(if applicable):
- No more wondering if franchisees are answering the phone correctly
- No more brand inconsistency
- Every franchisee’s leads get handled with the same professionalism
Real-Time Call Monitoring & Coaching
Quality assurance isn’t a once-a-month thing. It’s continuous.
Every call is recorded and available for you to review. Our team monitors:
Call Quality:
- Did the agent follow the script?
- Did they ask all qualifying questions?
- Did they overcome common objections?
- Did they move the customer toward booking?
Performance Metrics:
- Average call length
- Booking rate per agent
- Customer satisfaction ratings
- Objection handling effectiveness
Coaching & Improvement:
- Weekly performance reviews with agents
- Real-time coaching on difficult calls
- Continuous skill development
- Recognition for top performers
24/7 Availability Without Adding Payroll
Your phone rings at 10 PM on a Sunday. We answer.
You don’t hire a full-time employee just to cover nights and weekends. You pay us a fraction of that cost, and we handle 100% of your calls:
Peak Hours (9 AM – 6 PM): Multiple agents per account, rapid response After Hours (6 PM – 9 AM): Full coverage, same quality as daytime Weekends & Holidays: Open for business when competitors are closed Emergencies: Storm damage calls, water leaks, fire damage—handled immediately
Most contractors can’t afford to answer their phone 24/7. We make it affordable.
The Call Experience: From Ring to
Booked Appointment
Customer Calls (30 seconds
before they hang up)
Your customer finds your number and calls. With most contractors, they get voicemail. With us, they get a real person within 65 seconds.
Agent Answers – Professionally
(Immediately)
Your phone is answered by a trained professional who:
- Greets the customer warmly with your company name and their name
- Demonstrates you’re a professional operation (not a one-person show)
- Shows you care enough to answer calls properly
Agent Qualifies the Lead
(3-5 minutes)
The agent asks your custom questions to understand:
- What’s the customer’s actual problem?
- How urgent is it?
- Is this a qualified lead or a tire kicker?
- What’s the next step?
Objection Handling
(Real-time problem solving)
When customers say “I need to think about it” or “I’m getting other quotes,” the agent knows exactly how to respond because they’ve been trained on your most common objections.
Appointment Booking
(If the customer is ready)
If they’re ready to book, the agent:
- Checks real-time availability
- Schedules the appointment directly into your CRM or calendar
- Sends instant confirmation via email or SMS
- Provides customer with all relevant details
Lead Data in Your System
(Instantly)
After the call ends, the agent:
- Enters all lead information into your CRM
- Tags the lead (qualified, callback, wrong number, etc.)
- Adds custom notes about the conversation
- Flags any important details for your team
Result: A qualified lead, properly documented, ready for your team to follow up on. Or an appointment already booked.
Unbelievably Cost-Effective.
Undeniably Better Quality.
The Real Cost Comparison
ProNexis
Benefit:
- 24/7 coverage (vs. 40 hours/week with in-house)
- US-based quality (vs. offshore)
- Home services expertise (vs. generic call centers)
- 3-4 year agent tenure (vs. 6-12 months)
- No management burden (we hire, train, and manage)
Hire an In-House Rep
Benefit:
- Only covers ~40 hours/week. Nights, weekends, and vacations = no coverage
- One person = limited quality, limited growth, burnout risk
- You’re now managing a person (hiring, firing, training, scheduling)
Offshore Call Center
Benefit:
- Quality issues (accent, comprehension, industry knowledge)
- Your brand sounds cheap (because you chose cheap)
- Training takes forever; they don’t know your industry
Generic US Call Center
Benefit:
- They handle legal calls, retail customer service, medical offices—your leads are just another call
- Agents turn over quickly; training investment is wasted
- They don’t know your industry
Ai Problems
Benefit:
- AI voice is mistake prone
- AI voice can’t empathize
- AI voice does it know the nuances of your industry
- AI voice often causes more problems that it solves
What Actually Changes When You
Switch to a Professional Call Center
Response Time
Before: 45 minutes average (by which time customers have already called competitors) After: 65 seconds average Result: You answer first. Every time.
Lead Conversion
Rates
Before: 20-30% of leads booked (many were handled poorly or not followed up) After: 2X improvement in booking rates Result: Your marketing spend works harder. Same leads, better conversion.
Customer
Experience
Before: Inconsistent experience (franchisees handling calls differently) After: Professional, consistent experience every time Result: Customers feel confident they’re calling a real company, not a one-man operation.
Franchisee
Satisfaction
Before: Franchisees frustrated with lead quality, inconsistent support After: Franchisees get qualified leads, no customer service complaints, time to focus on closing jobs Result: Franchisees are happier. They stay longer. They recommend the system.
The Mosquito Shield Story
The Challenge
Seasonal mosquito control business with high lead volume during peak season (spring/summer). In-house answering wasn’t scaling. Leads were being missed during busy days.
The Solution
Moved all inbound calls to ProNexis. Custom training on mosquito control sales. Integration with their booking system.
The Result
- 5% improvement in conversion rates (on a seasonal business, that’s substantial)
- 100% of leads answered (no missed calls during peak season)
- Consistent customer experience across all calls
- Franchisees could focus on field operations instead of managing calls
The Booking Experience Your
Customers Deserve
Our call center works best for appointment-based home services with meaningful lead value:
Industries We Know Best
- Roofing — High-ticket, seasonal, emergency calls
- Windows & Doors — Multiple decision-makers, consultative process
- Bathroom Remodeling — Complex sales cycle, design consultations
- HVAC & Plumbing — Emergency calls, seasonal peaks, maintenance plans
- Painting — Volume business, speed competitive advantage
- Mosquito Control — Recurring service, seasonal scaling
- Flooring — Comparison shopping, consultative sales
- In-Home Healthcare — Empathy-driven, careful questioning
Why These Industries Work
They all share one thing: the phone call is the gateway to the sale. If you don’t answer it professionally, you lose the customer. If you do, you get the appointment. Our call center is built for that moment.
Everything Syncs to Your
CRM in Real-Time
What Gets Synced
Call recordings (for quality assurance and training)
Lead information (name, phone, email, address, problem description)
Qualifying data (hot lead vs. callback, urgency level, budget indicators)
Appointment data (scheduled date, time, technician assigned)
Agent notes (exact words customer used, objections, follow-up strategy)
CRM Integration
We integrate with 20+ popular CRM platforms. If yours isn’t on the list, we offer custom integration for $7,000-$10,000.
Popular Integrations
Default Option: If you don’t have a CRM yet, we can sync appointments to Google Calendar and send you lead information via email.
Real-Time Sync
Data updates instantly. When an agent books an appointment, it appears in your CRM immediately. When a lead is tagged as “callback needed,” your team can see it right away.
Speed Isn’t Just Nice to Have. It’s Your
Competitive Edge.
Why 65 Seconds Matters
Customer Psychology
Research shows that 50% of customers will call a competitor if you don’t answer within 30 seconds. By 2 minutes, 80% have moved on.
Your Reality
Your contractor is on a job site. They can’t answer calls instantly. Your franchisee is closing another sale. Your office staff is handling in-person customers.
The ProNexis Advantage
We’re dedicated to your calls. We answer fast. By the time your customer is ready to hang up, we’re answering.
I submitted my online lead request and got a call back in 30 seconds. I run a marketing organization doing lead gen—I know how long response times matter. This was mind-blowingly fantastic.”
— Marketing Director, Enterprise Brands
Want to See What Better Call Handling Looks Like?
The Free Lead Response Audit
We’ll conduct a complete diagnostic of your current customer experience:
What We Analyze:
- How fast do your calls get answered right now?
- What happens when a customer calls and gets voicemail?
- How many leads are being dropped?
- What are your most common objections?
- How’s your follow-up working?
What You Get:
- Assessment against industry best practices
- Specific revenue opportunities identified
- Recommendations for improvement
- No obligation
- No sales pitch
- Just honest feedback
You’re Not Just Hoping Calls Go Well.
You Can Listen to Every Call.
What You Get
Full Call Recordings: Every call is recorded and available for you to review through our portal. Listen to any call, any time.
Performance Dashboards:
See real-time metrics:
- How many calls today?
- Average response time?
- How many booked appointments?
- Which agent is converting best?
- Customer satisfaction ratings?
Weekly Reports: Automatic reports
showing:
- Call volume by day/hour
- Booking rates
- Agent performance
- Conversion rates by lead source
- Customer satisfaction scores
Coaching & Feedback: You can flag a call and request coaching. We review it with the agent. We improve it.
Frequently Asked Questions
Can you handle our specific industry?
We specialize in home services verticals: roofing, windows, plumbing, HVAC, painting, bath remodeling, flooring, mosquito control, and healthcare. If your industry is appointment-based and requires qualified lead handling, we can do it. If it’s something outside home services (legal, medical billing, general retail), we’re probably not the right fit.
What if we already have a CRM?
We integrate with 20+ CRM platforms. If yours is one of them, it’s native integration with no setup required. If not, we offer custom integration for $7,000-$10,000. Or we can use Google Calendar and email as a default while we build the custom integration.
How long until we see results?
You see results immediately (calls are answered faster), but it takes 30-60 days to optimize the system for your specific leads, see conversion improvement, and hit full ROI. Most customers report positive ROI within 60-90 days.
How do agents learn our brand?
We work with you to develop custom scripts, talking points, and objection handling. New agents do 2-3 weeks of training before handling their first call. They listen to recordings, role-play, and work with our trainers until they’re ready. We don’t just hand them a script and hope for the best.
What if we have a franchisee who wants to build their own call center?
We don’t force franchisees to use our service—that’s your franchisor decision. But we’re positioned as the central call center for your brand. Franchisees can see their leads, performance, and quality through a dedicated portal. We make it easy to mandate across your franchise network.
Is this just answering phones?
No. It’s lead qualification + appointment booking + CRM integration + quality assurance + performance reporting + continuous coaching. We’re not just picking up the phone. We’re handling your customer journey from first contact to booked appointment.
What happens if there’s a system outage?
We maintain redundancy. If our main system goes down, calls route to backup agents. If our data center has issues, we’ve got backup systems ready. We also have disaster recovery protocols and regular testing. Uptime is critical to our business and yours.
Can we listen to calls?
Every call is recorded and available through your portal. You can listen anytime. You can request coaching on specific calls. You can flag issues. Complete transparency.
Ready to Answer Every Call Like a Professional?
Your competitors aren’t faster. Your competitors aren’t better. But the one who answers the phone first wins.
Let’s make sure it’s you.