Security company power dial playbook: blocks, cadence and KPI ranges

The call block, in two shifts

Security sales is an appointment business. The phone work exists to fill a calendar with site visits where the right equipment is already on the truck and the contract question has already been answered.

Daytime, new documented leads. Home show signups, web forms and referral leads, newest first. Then win-back attempts on canceled or lapsed monitoring accounts, which are warmer than they look because the household already understands the product.

Evening, working households. Security decisions are usually made by two adults, and both working adults are reachable in the evening. This block is the one that fills the week’s calendar, and it stays inside the local calling window.

Consent-based list hygiene

Every lead carries the source and the consent record: which event, which form, which language. A home show booth signup with a written opt-in is a solid record. A web form with a clear purpose is solid. A co-op list of names with no consent trail is not this program, and no dialer fixes a lead problem that starts upstream.

Keep existing monitoring customers in their own list. Upgrade and win-back conversations have a different opener, a different objection set and a different close, and mixing them into the new lead queue makes both metrics meaningless.

Screen the internal suppression list before the block loads. A cancelled customer who asked not to be contacted stays suppressed even though the relationship existed.

Attempt cadence

Five touches over two weeks, then park for 60 days.

• Day 1 system and gaps: panel age, monitoring provider, uncovered areas, household considerations.
• Day 3 written options: send takeover and buyout paths, then set the visit.
• Day 6 second time of day: evening if the first attempts were mornings.
• Day 9 confirm or reschedule: confirm the visit and who will be home.
• Day 14 close-out question: “Should I check back when the contract is closer to ending?”
• Then park for 60 days unless a stop request arrived.

Keep calls inside the window at 16 CFR 310.4(c), which permits residential calls between 8:00 a.m. and 9:00 p.m. local time at the called person’s location. Honor the National DNC Registry rules at 47 CFR 64.1200 and any stop request, which is honored indefinitely.

Dispositions by consult stage

• Consult booked: time and who will be home.
• Upgrade booked: existing monitoring customer.
• Has system already: with the panel age and callback date.
• Renter, not applicable.
• Price shopper: with a range and follow-up.
• Wrong number: remove.
• Left voicemail.
• Do not call: permanent.

Working three lines on a security list

DialBreeze rings up to three numbers per rep and the rep takes the live answer, with a recorded voicemail dropping on the rest. Security lists are heavy on cell phones and answering machines, so three lines buys more conversations per hour. Keep voicemail messages general: name, company, the source of the lead, and a callback number, with no equipment or price detail.

Recording feeds the AI summary, and several states require every party to consent before recording a call, so disclose when you record. TCPA restrictions on autodialed and prerecorded calls to wireless numbers at 47 CFR 64.1200 apply to those cell numbers.

Where the AI summaries go

The summary should let the tech arrive prepared: existing system and age, monitoring provider, coverage gaps, household considerations such as children, pets or who is home during the day, the source, the objection, and the appointment window.

That field set is what changes a second visit into a single visit. Verify equipment and panel details against the recording before ordering anything, and keep any contract or monitoring figures out of the summary unless they came from the written offer.

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 values, not a promise.

For a security desk:

• Dials per rep day: 300 to 600 on three lines.
• Consults booked per 100 leads: 5 to 15 is a working range depending on source quality.
• Consults kept over booked: above 65 percent.
• Installs per consult: the product metric, reviewed by source.
• Win-back rate on canceled accounts: worth tracking separately because the conversation is different.
• Disposition completeness: 100 percent, with who will be home on every booked consult.

Review the ranges weekly by source rather than daily. A home show list and a co-op list can differ by a factor of three on consults kept, and that difference is invisible in an aggregate dial count. Once you have a quarter of history, use your own source-level baselines and treat the production reference points above as a starting shape rather than a target.

Licensing, permits and the parts that belong to compliance

Two operational requirements sit outside the dialer but inside the promise a rep makes. State alarm installer licensing governs who may perform the work and often requires registration of the company and its technicians, and many local jurisdictions require an alarm permit before a monitored system can operate. A rep who promises an install date without checking the local requirement creates a problem the installer has to solve at the door.

On the calling side, keep the lead consent records, honor the calling window and the National DNC Registry, and disclose recording where all-party consent is required. Route contract terms, cancellation and buyout representations to the written offer, and route state licensing questions to counsel. This playbook is an operating guide, not legal advice.