Plumbing

Reducing Missed Calls and Owner Burnout with the Right CSR Team

Helped a plumbing company reduce missed calls and owner stress with 3 skilled CSRs.

Client:

SwiftFlow

Sales:

$300K

Years in Business

2 years

Team Size:

3 technicians

SwiftFlow Plumbing, a mid-sized residential and commercial plumbing company based in Austin, Texas, was struggling to keep up with the volume of incoming calls, appointment requests, and customer inquiries. The owner, Ben, was wearing too many hats, which affected both customer experience and the business’s bottom line. After partnering with our staffing agency, SwiftFlow hired three experienced Customer Service Representatives (CSRs), dramatically improving operations and peace of mind.

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Client Challenges

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Before working with us, SwiftFlow Plumbing faced several issues:

Missed Calls = Missed Revenue: The team was regularly missing calls during peak hours, leading to lost job opportunities and frustrated clients.
Owner Overwhelm: Ben, the owner, was managing customer calls on top of running operations and overseeing field technicians.
Inconsistent Customer Experience: Without dedicated CSRs, customer interactions lacked the polish and consistency needed to stand out in a competitive market.

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Solutions

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Our team worked closely with Ben to understand his business, call volume, and customer service needs. We:

Sourced and onboarded three experienced CSRs with home services backgrounds.
Trained the CSRs on SwiftFlow’s scheduling software and customer service protocols.
Built a shift strategy to ensure full phone coverage during business hours, including lunch and high-traffic windows.

Results
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After just 60 days of working with their new CSR team, SwiftFlow Plumbing saw immediate improvements:

92% reduction in missed calls, improving from 47 missed calls per week to just 4.
$28,500/month increase in booked jobs directly attributed to recovered missed calls.
Owner’s time spent on calls dropped by 85%, freeing Ben to focus on growth and team leadership.

92%

Reduction in missed calls

$28,500

Increase in monthly revenue

85%

Drop in owners time spent in customer calls

Ben McAllister

Founder & Owner

"Hiring CSRs through your team has completely changed how we run the business. I'm no longer stuck to my phone all day, and our customers are finally getting the kind of service we always wanted to provide. I didn’t realize how much money we were leaving on the table until we stopped missing calls. Honestly, I feel like I got my life back."

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