In Episode 4 of The Contractors' Edge, Mike Stiers and Anthony Brown shift the spotlight to call center KPIs: an essential part of your marketing machine that too many contractors overlook.

If you're running a home service business and rely on leads from your own ecosystem, this episode is a game changer.

Learn what call center metrics really matter, where your revenue could be leaking, and how to build systems that secure more leads and sales without increasing spend.

We break it all down with real-world numbers and pro tips you can apply right away.

 Key Takeaways:

• Speed-to-lead: Why responding within 5 minutes dramatically improves lead contact and win-rate.

• Missed call rate: Every unpicked call is like throwing away a paid lead.

• Appointment set rate: Best-in-class call centers consistently set 90% of verifiable leads.

• Appointment run rate: Aim for 95% of scheduled appointments actually showing up.

• Call quality score: Establish standards for great calls and coach your team accordingly.

• Common barriers: Long greetings, confusing prompts, form overload,these actively turn customers away.

• Revenue recovery potential: Simple analysis using missed call data shows how much opportunity you're missing.

• Pro tip: A 2% improvement in set or run rate often nets serious impact, without spending more.

Missed Calls = Missed Revenue and How We Solve The Million Dollar Problem: 
https://www.greenbaumstiers.com/marketing-tips/missed-calls-missed-revenue-the-million-dollar-problem-and-how-we-help-fix-it/

Time Stamps:

• 00:00 – Why the call center deserves its own spotlight

• 02:00 – Edge of the Week: Speed‑to‑lead and why timing matters

• 04:57 – What makes fast response so powerful for Meta and Google leads

• 07:22 – HVAC urgency case study and real-lead response scenarios

• 12:06 – Appointment set rate: Why 90% is possible, and necessary.

• 14:34 – How aggregator leads affect set rates vs. owning your ecosystem

• 16:59 – Appointment run-rate & 5% buffer

• 23:10 – Barriers that drive prospects away: greetings, tree menus, long forms, jargon

• 44:37 – Lead form barriers and how to simplify conversions

• 47:01 – Real-world scenario: Missing 3 calls/day = $15k/month ad waste = $90k revenue lost

• 49:27 – Pro tip launch: Reclaim lost revenue without added spend

• 51:40 – Defining staffing and system SOPs for reliable call coverage

• 58:52 – CSR call handling time & capacity planning

• 01:01:06 – Setting up a follow‑up cadence: call, text, and email

• 01:13:01 – Why small KPI improvements matter: 2% shifts = thousands in revenue

• 01:17:45 – Your KPI roadmap: metrics drive measurable growth

• 01:22:30 – Real stakes: Setting benchmarks, coaching, call center culture

Connect with your hosts!
Mike Stiers: https://www.linkedin.com/in/michaelstiers/

Anthony Brown: https://www.linkedin.com/in/anthony-brown-419009106/ 

Sponsored by: Greenbaum Stiers Strategic Marketing Group
Partnership-based marketing with a results-driven approach.

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