Spotting A, B, and C players with data

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Welcome to the Service Business Mastery Podcast!

Visit our website for more episodes and insights! http://www.servicebusinessmastery.com

In this episode of the Service Business Mastery podcast, Tersh Blissett and Josh Crouch talk with Paul C. Cebulak, Head of Sales at Lace, about how call tracking and AI tools help home service businesses grow. Paul shares how analyzing 100% of calls shows missed chances, boosts booking rates, and saves money. He explains why good data matters, how to coach CSRs with clear feedback, and when to use AI to handle missed or after-hours calls. Learn how to get more from the leads you already have and grow without hiring more staff.

In this episode, here's what you can expect to learn:

1. Why tracking all your calls helps you spot lost chances to book jobs.

2. How AI tools can boost your team's booking rate and save money fast.

3. The value of clear data in making smart business and hiring choices.

4. How fewer missed calls can make your marketing way more effective.

5. Why combining AI with people builds a team ready for the future.

Timestamps⏰

[00:00] - Recap

[03:38] - Episode Intro & Meeting Paul C. Cebulak

[04:30] - The Problem with Missed Calls and Low Conversion Rates

[07:52] - Importance of Measuring Call Center Metrics

[14:35] - The Cost of Hiring Staff vs. AI Solutions

[19:52] - The Future of AI in Call Centers

[23:17] - Optimizing After-Hours Calls with AI

[29:53] - Spotting A, B, and C Players with Accurate Data

[36:13] - Coaching CSRs and Delegation with Intention, Not Abdication

[39:40] - New AI CSR Capabilities: After-Hours, Cancellations & Outbound

[43:25] - Consumer Acceptance of AI Voice: Taco Bell vs Humans

[44:56] - Transparency, Disclosure & Meeting Generational Needs

[48:17] - Flexible Systems: When Customers Want Humans vs AI TAP Into The Future | October 3-5, 2025 | Savannah, GA Join industry leaders, service business owners, and tech innovators who are driving the future of the trades.

VIP Tickets → https://tapintothefuture.ai/vip-ticket-reservation/

Your VIP Ticket Includes:

• Complete event access with action-oriented sessions

• The Golden Banana Championship Game at Grayson Stadium

• Exclusive meals, signature cocktails, and a private networking lounge

• Personal access to industry leaders and innovators

Flash Sale Alert: Regular Price $1752 → Only $999 with Promo Code: FLASH Ticket only. Rooms at The DeSoto must be booked separately: https://thedesotosavannah.com/

If you found this conversation with Paul C. Cebulak helpful, please leave us a review (5 stars helps more people find the show 😉).

Links & References:

LinkedIn:

• Paul C. Cebulak

• Lace

Website:

• Lace

This episode is kindly sponsored by:

• Sera

• UpFrog

• CallRail

• CompanyCam Visit CompanyCam and use code SBM for a free 2-week trial, 1:1 training and account setup, and 50% off your first two months!

• MarketStorm

• Lace.ai

• Autobot.ai

• ServiceWorldExpo

Connect with us!

• Tersh Blissett

• Josh Crouch

• Join the Service Business Mastery Facebook group for more updates!

• Visit our website: www.servicebusinessmastery.com

Affiliate links:

• Castmagic

• StreamYard

• IfTTT

• Zyra Talk