Expired listing power dial playbook: blocks, cadence and KPI ranges

The call block, in two shifts

An expired queue is a perishable list. An owner whose listing lapsed last week is still deciding what to do. An owner whose listing lapsed three months ago has either relisted, sold, or made peace with staying. The block structure should reflect that decay curve.

Morning, fresh expiries. Everything inside 45 days off market, newest first. This block carries the day. The owner is actively thinking about the failure and a comparison offer lands as useful rather than intrusive.

Late afternoon, follow-ups and recycles. Callbacks, owners who asked for a comparison, and records older than 120 days on a monthly rotation. This block converts at a much higher rate than the fresh list, and it is the first thing agents drop when they get busy, which is a mistake.

List hygiene

Pull the expired queue from the MLS with the off-market date, list price, days on market and subdivision. Attach the source on every row. Then filter, in this order: internal do-not-call list, active listing status, sold status, and duplicate owner records.

The duplicate filter matters more than it sounds. The same owner often appears three times from three list pulls, and three calls from the same agent in a week reads as harassment. Deduplicate by property address and by phone number.

Attempt cadence

Five touches over two weeks, then park.

• Day 1 diagnostic: address, off-market date, showings, offers, list price.
• Day 3 comparison offer: a specific day and time to bring a one-page buyer-activity comparison.
• Day 6 second attempt: different time of day, reference the comparison if the owner asked for it.
• Day 9 final ask: “Should I keep your information for when the timing changes?”
• Day 14 park the record for 60 days unless a stop request arrived.

Residential calls stay inside the window set by 16 CFR 310.4(c), which permits outbound calls to a residence between 8:00 a.m. and 9:00 p.m. local time at the called person’s location. Set quiet hours to the contact’s local time in the tool so a producer working across two time zones cannot drift outside it.

Dispositions that separate two different problems

The diagnostic on the first call tells you which problem the owner has. Use dispositions that record it.

• Appointment set: day and time captured.
• Send market analysis first: comparison promised, follow-up dated.
• Callback requested: with the window the owner named.
• Relisted with another broker: callback two weeks after that term lapses.
• Owner will not sell while tenant is in place: long callback, note the condition.
• Do not call again, remove permanently: leaves every queue.

An owner with nine showings and no offer has a pricing or condition issue. An owner with two showings in ninety days has an exposure issue. Recording which one you found lets you prepare the right comparison and lets a manager see whether the queue is producing real conversations.

Working three lines on a residential queue

DialBreeze rings up to three numbers per agent and the agent takes the live answer, with a recorded voicemail dropping on the remaining lines. Residential lists produce more answering machines than human answers, so voicemail handling matters. Keep the message short: name, address, the fact that the home came off the market, and a number to call back. Never leave a message that sounds like a listing pitch.

Because the AI summary is built from the recording, calls you want summarized need recording. Several states require every party to consent before a call is recorded, so keep a short disclosure at the top of the call when you record. On the compliance side, the National Do Not Call Registry rules in 47 CFR 64.1200 apply to residential numbers and registrations must be honored indefinitely, and fair housing rules under 42 U.S.C. 3604 prohibit statements indicating a preference based on a protected characteristic in the sale of a dwelling. That reaches how you describe neighborhoods and buyer pools, so stick to aggregate market data.

Where the AI summaries go

The summary should tell you whether the record is a pricing problem or a marketing problem before you dial again. The fields that matter are days off market, previous list price, the owner’s stated reason for the expiry, readiness, and the best time to reach them.

Move the readiness and timing fields into the CRM note with the appointment. “Wants proof of buyer activity before signing” is what shapes your comparison page, and “weekday mornings before 11 a.m.” is what shapes the next call.

KPI targets as ranges

Reference points measured in DialBreeze production use (last 90 days to 2026-09-26, three-line sessions, one operator per session): median of about 85 dials per active calling hour, about 600 dials per operator day, and a 17.8 percent person-connect rate. Those are aggregate measured numbers, not a promise.

For an expired queue specifically:

• Dials per active hour: 70 to 100 on three lines.
• Person-connect rate: expect a wider band than business lists, roughly 10 to 25 percent depending on list age and number quality.
• Appointments set per 100 fresh expiries: 3 to 10 is a working range.
• Appointments kept over appointments set: above 60 percent means the comparison offer is genuine.
• Disposition completeness: 100 percent, with showing count and list price attached.

Compliance checks that stay inside the workflow

Keep the internal suppression list live across every list, honor the National DNC Registry for residential numbers, set quiet hours to the contact’s local time, and keep fair housing language out of your neighborhood descriptions. An entity-specific request to stop must be honored indefinitely and goes into suppression the same day. Recording requires a disclosure in several states. For anything involving state-specific listing or solicitation rules, involve your broker and counsel. This playbook is an operating guide, not legal advice.