Every home service business runs on phone calls. Whether you are following up with a homeowner who requested a roof inspection or cold-calling a list of leads from a recent mailer, having a dedicated space to manage those calls makes a massive difference. Best ROI CRM includes a built-in call center that keeps your entire team organized, your leads moving forward, and your call data tracked automatically. This tutorial walks you through every feature so you can start making calls with confidence.
Getting to the Call Center
Navigate to the Call Center
From the main sidebar, click Call Center. This opens the call center dashboard, which is split into two main areas: the call queue on the left and the lead detail panel on the right. The call queue shows every lead that is ready to be contacted, while the detail panel gives you full context on whichever lead you select, including past interactions, notes, and contact information.
If you do not see the Call Center option in your sidebar, ask your account admin to check your role permissions. The call center is available to users with the Sales Rep, Manager, or Admin role.
Working with the Call Queue
Understanding the Call Queue
The call queue is an automatically prioritized list of leads that need outbound calls. Leads appear in the queue based on their status, last contact date, and any scheduled callbacks. Leads with overdue callbacks appear at the top, followed by new leads that have never been contacted, and then leads due for routine follow-up.
Each row in the queue shows the lead's name, phone number, lead source, current status, and the time since last contact. A small colored indicator on the left edge tells you the priority level: red for overdue, orange for due today, and gray for upcoming.
Pro Tip: Click a column header to sort the queue by that field. Sorting by "Last Contact" in ascending order is a quick way to surface leads that may have fallen through the cracks.
Filter and Sort Leads
At the top of the call queue, you will find filter controls that let you narrow down the list. Use the Status dropdown to show only leads in a specific pipeline stage, such as "New" or "Quoted." Use the Assigned To filter to view only leads assigned to a particular rep, which is especially helpful for managers reviewing team workloads.
You can also filter by lead source to focus your calling session on a single campaign. For example, if you just ran a door-hanger campaign in a specific zip code, filter by that source so your reps only see those leads during the calling block.
Making Calls and Logging Outcomes
Make a Call and Log the Outcome
Click on any lead in the queue to load their details in the right panel. You will see the homeowner's full contact info, address, and a timeline of every past interaction. When you are ready, click the Log Call button at the top of the detail panel.
A dialog will open where you can record what happened on the call. Select the call outcome from the dropdown: options include Connected, No Answer, Left Voicemail, Wrong Number, and Not Interested. Add any relevant notes in the text area below, such as details the homeowner mentioned about their project or objections they raised.
When you click Save, the call is logged to the lead's interaction timeline, the "last contact" timestamp updates, and the lead moves to its appropriate position in the queue based on the new data.
Set Call Dispositions
Call dispositions go beyond simple outcomes. After logging a call, you can also update the lead's pipeline status directly from the call center. If the homeowner agreed to an appointment, move them to "Appointment Set." If they asked you to call back next month, mark them as "Follow-Up" and schedule a callback.
This two-step approach, logging the call outcome and updating the status, keeps your data clean. Your call metrics accurately reflect what happened on the phone, while your pipeline reflects where the lead actually stands in your sales process.
Pro Tip: Create a shorthand system for call notes that your whole team uses. For example, "LVM" for left voicemail, "CB 2/15" for callback requested on February 15th, or "NH" for not home. Consistent notes make it faster to scan a lead's history before your next call.
Scheduling and Reviewing
Schedule Follow-Up Callbacks
One of the most powerful features of the call center is the ability to schedule callbacks. When logging a call, toggle the Schedule Follow-Up switch and pick a date and time. The lead will automatically reappear at the top of your call queue at the scheduled time, so nothing slips through the cracks.
You can also schedule callbacks from the lead detail panel without logging a call. Click the Schedule Callback button, choose your date and time, and optionally add a note about why the callback is needed. This is useful when a manager wants to assign a specific follow-up to a rep after reviewing a lead's history.
Review Call Metrics
At the top of the call center dashboard, you will find a metrics bar that summarizes your team's calling activity. Key numbers include total calls today, calls this week, connection rate (the percentage of calls where you reached the homeowner), and appointments set from calls.
Managers can click View Full Report to open a detailed breakdown by rep, time period, or lead source. Use these reports to identify which reps are hitting their call targets, which lead sources produce the highest connection rates, and what times of day yield the best results for your market.
Pro Tip: Block dedicated calling hours for your team, such as 9 to 11 AM and 4 to 6 PM. Homeowners are most likely to answer during early mornings and late afternoons. Reviewing your own call metrics over time will help you pinpoint the best windows for your specific service area.
Next Steps
Now that you know how to work the call center, you are ready to turn those conversations into booked jobs. Head over to Tutorial 5: How to Schedule and Manage Appointments to learn how to book appointments, avoid double-bookings, and send automated confirmations to homeowners directly from Best ROI CRM.
