Most home service businesses are losing money in the one place they least expect it—their call center. Brigham Dickinson reveals how industry leaders like Tommy Mello use proven CSR training strategies to hit 90%+ booking rates and generate millions without spending more on leads.
Learn how to turn your CSR team into a leadership pipeline, create a culture that drives results, and transform your call center into the most profitable department in your business.
Hosted by Chad Peterman on Can't Stop the Growth—a podcast built for leaders in HVAC, plumbing, electrical, and other home service industries who want to lead better, grow faster, and build lasting impact through people-first leadership and proven business strategies.
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Additional Resources: Brigham on LinkedIn Power Selling Pros Website
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Key Takeaways:
- Your call center has untapped profit potential. When properly trained, CSRs can dramatically boost booking rates and drive top-line revenue.
- Hitting 90% booking rate on bookable calls should be the standard. Every percentage point below that is costing real dollars.
- Your CSR team can be a leadership pipeline. With the right culture and coaching, the call center becomes a place where future leaders emerge.
- Flat compensation beats percentage-based incentives. A clear, daily dollar amount per membership or upsell keeps CSRs motivated and focused.
- AI has value, but it can't replace human connection. Use it for support, but don't let it take over the customer experience unless you want to risk sameness.
