Roofing Appointment Setting: In-House vs Outsourced

Someone has to turn interest into a date on the calendar. The question is who.

What an appointment setter does

• Replies to new requests within minutes
• Checks the homeowner is a fit
• Books a time and confirms it
• Sends reminders
• Follows up with people who did not answer

It is a real job. Done badly, it wastes your marketing budget.

In-house

Pros

• Full control of the script and tone
• Knows your company and your area
• Can also handle customer calls

Cons

• A salary whether the phone rings or not
• Covers working hours only, unless you add shifts
• Hiring and training take time
• Holidays and sick days leave gaps

Outsourced

Pros

• Coverage for evenings and weekends
• You pay for output, not hours, in many models
• Starts quickly

Cons

• Less control of the conversation
• Quality varies widely between providers
• They may not know roofing

How to decide

What to demand from an outsourced provider

• First reply within minutes
• Written qualifying rules: owns the home, in your area, will be home
• Bookings straight into your calendar
• Instant notice of each booking
• Clear rules for no-shows

The hybrid

Many roofers keep an in-house person for warm calls and referrals, and use an outside partner for paid advertising. Each does what it is best at.

Questions roofers ask