Customer service reps (CSRs) are often overlooked in the home services industry—but they shouldn’t be. They don’t just pick up phones. They are the first impression, the voice of your brand, and the gatekeepers to your revenue. In this episode of HVAC Success Secrets Revealed, Avoca AI co-founder Tyson Chen joins the show to share how top contractors are transforming their call center performance with AI.

Why CSRs Deserve More Credit

Salespeople and techs usually get the glory. But Tyson breaks it down simply: almost every job starts with a call. If you don’t answer fast, sound great, and book the job—there is no job. That’s why elite contractors are shifting focus toward the call center as a revenue engine, not just a cost center.

Two KPIs That Predict Success

If you’re running a call center, two numbers matter:

• Booking Rate: The percentage of viable leads you actually book. Aim for 85%+
• Abandonment Rate: The % of callers who hang up before reaching someone. Keep this under 4%

Even small operational gaps can be expensive. Tyson shared a stat: if your CSRs place someone on hold for more than 7 seconds, there's a 20% chance they hang up. Eliminate that and you could see a 5% spike in bookings overnight.

Objection Handling Is a Science

Great CSRs aren’t just friendly—they’re persuasive. Avoca encourages scripting and practicing how to respond to common objections (like dispatch fees). The goal: reframe objections with confidence and position your brand value early in the call.

Example: Instead of saying "Unfortunately, we can't get someone out until Friday," say "We’ll have an expert available for you first thing Friday, and we’ll make sure they’re fully prepared to solve your issue."

From Brand Disconnect to Brand Experience

Tyson emphasized the importance of brand continuity. If your van is wrapped and your website looks sharp, your CSR can’t sound like they’re reading a script from 2005. The CSR must match the tone and quality your brand promises visually. That’s how you earn repeat customers.

The Three Stages of AI-Powered Call Centers

Avoca AI supports contractors in three stages:

Stage 1: AI Coaching Avoca Coach listens to every call, scores it, and flags moments for coaching. It tracks metrics like objection handling, call empathy, and filler word usage—so owners can improve performance without listening to 1,000 hours of call recordings.

Stage 2: Hybrid CSR Model Avoca Responder picks up overflow and after-hours calls, booking jobs directly into systems like ServiceTitan. It's trained to detect when a call is revenue-sensitive and can escalate it to a human CSR in real time if needed.

Stage 3: Full AI Call Handling Some contractors are now ready for fully automated CSRs. Avoca’s end-to-end AI can handle scheduling, customer qualification, and even brand messaging—with zero wait time, 24/7.

The Takeaway

If your booking rate is under 85%, if you're not tracking abandonment rate, or if you're leaving leads in voicemail purgatory—you're leaving money on the table.

AI isn't here to replace your team. It's here to coach them, support them, and never let a lead slip through the cracks.

Want to boost your booking rate? Schedule a demo and see how the top home service companies are optimizing their CSRs with AI.