Service Direct Introduces Call Insights: See What Happens After the Phone Rings
Every call is a chance to win a customer, but getting the call is only the first step. Answering it, learning what the caller needs, and booking the job is where you actually win the customer. Today, we’re introducing Call Insights, new insights in your Service Direct account that show you what happens after the phone rings.
Why we Built Call Insights
Pay-per-call marketing shouldn't end when the phone rings. For too long, home service businesses have had visibility into their lead volume, but zero clarity on why those leads weren't turning into booked revenue. We built Call Insights to bridge that gap, giving buyers visibility into post-ring performance so they can coach their team, turn more calls into booked jobs, and maximize ROI.
When we launched the all-new mySD Dashboard in April, we said Call Insights was coming, and now we are excited to share that it's here.
"Most businesses know how many calls they got. Far fewer know how many they answered, how many were real jobs, and how many turned into appointments. Call Insights puts those answers on one page, campaign by campaign, so you can see exactly where to focus."
- Daniel Perlaky, VP of Experience Strategy at Service Direct
The Three Numbers you will see
Call Insights starts with the three numbers that matter most:
- Call Answered Rate: the share of your calls that were picked up.
- Service Needed Rate: the share of callers who actually needed the service you offer, viewed by service category.
- Booked Appointment Rate: the share of the calls you paid for that booked an appointment.
Each one appears as a gauge rated Poor, OK, Great, or Top Performer against peer benchmarks for your Service Category or Categories so you can see how you stack up on these key metrics versus other companies. You'll also see trends over time and how these metrics have changed since the previous period.
See Where to Focus
Below the gauges, tables break your results out by campaign and service category. Click a campaign or category to focus on it, and click the call counts to jump to the matching calls in Lead Manager. Call Insights uses the same date and campaign filters you already know from mySD.
Answering Matters
Answered calls are where jobs begin. In our data from the past 90 days, clients in the top quarter for answering calls were about 1.7 times as likely to book an appointment on paid calls as clients in the bottom quarter.* If your Call Answered Rate gauge isn't where you want it, that's often the easiest place to start.
Accurate, Automatic, On every call
Call Insights is powered by the same AI that analyzes your calls to detect whether a call was answered and whether an appointment was booked, with 99% accuracy. We introduced that in March. Our human call reviewers continue to verify results through Quality Check, our AI-powered call review process, so the data stays reliable. Because the detection is automatic, Call Insights reflects every call, not just the ones someone logged by hand.
What's Next
This is the first release of Call Insights, and we're already working on what comes next. In the meantime, if you'd like help reading your numbers, reach out to our team and we'll go through them together.
Available Now
Log in to mySD and open Call Insights from the main menu to see your results.
*Based on Service Direct data from July 15 to October 12, 2026.
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