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

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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.

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