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How Service Businesses Lose Millions from Missed Calls and Recover Revenue with AI - Paul C. Cebulak

6 snips
Oct 1, 2025
Guest
Paul C. Cebulak
Paul C. Cebulak, Head of Sales at Lace and AI call-analysis specialist, explains how missed and mishandled calls leak revenue. He covers analyzing 100% of calls, using AI to handle after-hours and cancellations, and coaching CSRs with data-driven feedback. Learn how AI plus humans can recover bookings and make marketing and hiring decisions smarter.
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ADVICE

Coach CSRs On The Few High Impact Behaviors

  • Use call data to create focused coaching priorities instead of overwhelming CSRs with many corrections.
  • Paul recommended targeting the one or two issues that move booking rates, not 20 scattered feedback items.
ANECDOTE

Client Nearly Hired Three People To Classify Calls

  • A client nearly hired three people to classify calls until Lace offered AI coverage.
  • Paul said Lace provided full-call coverage more accurately and far cheaper than those planned hires.
INSIGHT

Missed Calls Are A Major Unseen Leak

  • Missed calls and drop-off points before booking are a huge, often-overlooked source of lost revenue.
  • Josh noted typical miss rates of 15–17% and seasonal volumes of 40–60k calls where many opportunities never reach the 'batter's box'.
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