Find the step that stops a request
Customers can find your service page but stop before they send an estimate request on a phone. CSR can examine each step from the service description to the request.
Optimization
Optimization means improving how something works. CSR helps you select one result to measure before and after a change.
Compare the result
Record the page visits and estimate requests for one period. After the change, record both for a period of the same length. Compare the percentage of visits with an estimate request.
Apply the same method to office work
Select one task that takes too much time. Compare the time for the same task before and after a change.