Before / after: what a human call center changes
Three detailed scenarios — funeral home, dental clinic, real estate agency — with the indicators our clients actually track: missed calls, appointments booked, callback time.
Illustrative scenarios. Company names are fictional and the figures are representative examples of typical engagements, not audited results. Real references are available on request.
Bellerive Funeral Residences
Three locations, four directors, and an overnight rotation handled on a personal cell phone.
The problem
Calls between 10 pm and 7 am often landed in the on-call director's voicemail. Families rarely called back — they dialed the next funeral home. The team was exhausted by broken nights.
What Kewix put in place
- Lines forwarded to Kewix from 9 pm to 7 am, on weekends and on holidays.
- Separate protocols for a death at home, in hospital and in long-term care, including cultural specifics.
- Coordination of the deceased's transport and SIED access when required.
- Escalation to the on-call director only for cases that warrant it, on a rotation managed in the client portal.
Unanswered overnight calls
38 %
0 %
After-hours death calls handled / month
—
14
On-call nights per director / month
7
2
Answer time
3 sonneries + boîte vocale
~30 s
"Families never hit a voicemail box anymore. And we sleep."
Sourire Nord Dental Clinic
Six chairs, two receptionists, and call volume concentrated at lunch hour and end of day.
The problem
Lines overflowed during treatments and breaks. New patients who reached voicemail did not call back, and last-minute cancellations left chairs empty.
What Kewix put in place
- Overflow mode by day: Kewix answers as soon as all lines are busy.
- Full coverage in the evening, on weekends and on holidays.
- Dental emergency triage grid (pain, trauma, loose crown, swelling) with no diagnosis.
- Booking directly in the clinic calendar and filling cancellations from the recall list.
Missed calls / week
42
3
Appointments booked by Kewix / month
0
68
Cancelled slots refilled
31 %
82 %
New patients / month
19
31
"We no longer chase messages. The schedule fills itself."See all industries served
Rivard Real Estate
Twenty-two brokers, one agency line, and a spring that triples call volume in six weeks.
The problem
Buyers call while touring: evenings, weekends, often straight from a lawn sign. A broker in a showing cannot answer, and the lead went to the next broker.
What Kewix put in place
- 24/7 answering under the agency name, with buyer qualification (target area, budget, timeline, pre-approval).
- Immediate routing to the listing broker, escalation to the on-call broker when unreachable.
- Access to Espace Centris and message delivery through DOMODO.
- Every request delivered by email and SMS, with a recording available in the portal.
After-hours calls recovered / month
0
146
Qualified leads delivered / month
—
97
Time before broker callback
12 h+
< 15 min
Showings scheduled via Kewix / month
0
41
"Every lawn sign turns into an answered call, even on a Sunday night."See all industries served
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