Happy Friday!

Our growth story is peppered with challenges and triumphs, but there's a vital chapter often hidden in the background—the rise of our Call Center Team.

Today, I want to provide you with an inside look at how our Call Center operates, the crucial roles within it, and how we measure success.

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Seven years ago, as I took the reins of my business, we had only three technicians in the field, and their schedules were far from packed.

Marketing wasn't even on the horizon, and our phones remained ominously quiet. We first got on Service Titan back in 2017 so I did some scrounging and found this data:

Six years ago, we fielded a mere 272 phone calls per week. Fast forward to today, and we're talking about a staggering 2,873 phone calls. Yes, you read that right—Two Thousand Eight Hundred and Seventy Three phone calls. And mind you, this number doesn't even include the hundreds of texts, emails, and Angi customer contacts we handle weekly.

Our Call Center juggles an astounding 4,000 contacts every week—a number that may seem outlandish, but it's the challenge that fuels our business.

In the field, our technicians each serve 15-25 customers weekly, often dealing with a handful of challenging cases. However, in the Call Center, our CSRs engage with hundreds of people weekly, each with varying levels of distress over their issues.