Case Study: We Care Plumbing, Heating Air and Solar achieves a $42,000+ increase to their bottom line in 3 months with CallSource call coaching

How One HVAC and Plumbing Company Added Over $40,000 to Their Bottom Line in 3 Months with Call Coaching

We Care Plumbing, Heating Air and Solar, an award‑winning HVAC, solar and plumbing contractor in Southern California with about 200 employees and a 20-person call center, faced missed opportunities and lacked a performance‑management system to benchmark and train call handlers. They engaged CallSource late in 2016 to gain marketing insight and recapture lost leads, specifically using CallSource’s Telephone Performance Analysis (TPA) scorecards and Call Coaching to improve call handling, team unity, and appointment-setting.

CallSource implemented Call Coaching for 12 call handlers in January 2017, with ongoing scorecard reviews and manager involvement to reinforce lessons between sessions. After three months We Care’s conversion rate rose from 74% to 78%; with an average of 151 calls per month and a blended ticket of $450, that improvement translated to roughly 118 booked appointments per month and added over $14,000 monthly (over $42,000 in three months) to the bottom line, along with measurable call-quality gains.

We Care Plumbing, Heating Air and Solar

Shannon Woolson

Call Center Manager