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. Subscribe, follow, and rate so we can continue to bring you actionable tips, tools, and tactics for growing your home service business. 

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