Boris Valkov

For example, our head of AI call center has managed 1000 live agents before joining LACE.

And our sales leadership has spent years in Service Titan and knows every single problem that our customers have.

So now before you hire this great talent and before you lay down the foundation of the software to be easy to add on top, it's going to be super, super hard to scale.

So only when you do those two things, you're ready to scale much faster than anyone else.

So that's why I think that it's a hard work to get to the point that you're ready to scale.

And just adding people doesn't mean that you're scaling.

Yeah.

So as we go deep in the businesses, in home services, so there are a couple of areas that are massive revenue leaks in the call center, as you mentioned.

So even if you think about the whole company,

even if you have the best sales team in the world to close every single lead and every single job, if the call center leaks 50% of those leads, you have zero chance to close those 50% that you never reach to the best salesperson.

So even if you increase your call center capacity and you have half as good sales team, you're still going to generate the similar revenues because of the volume going to be much bigger.

So that's why call centers

important in addition to the sales team.

So now if you break it down, there are a couple of areas that you can see a lot of leaks.

For example, number one, as we discussed, cancellations.

So for some companies, cancellations are up to 15% of the revenue.

So even if some of the companies are booking at, let's say, 85% and 90%, after you book, 50% are lost in cancellations.

So that's one.

The second one is booking rates.

So in many of the companies, many companies think that they are 90% booking rate, but this is a self-reported booking rate.