Case Study: Magic Valley Electric achieves increased employee performance and seamless onboarding with CallSource call coaching

Magic Valley Electric Applies Call Coaching & Increases Employee Performance

Magic Valley Electric, a Nexstar member and family‑owned electric company, was managing a high volume of inbound calls and wanted to convert more leads into appointments while developing and retaining its Customer Communication Specialists (CCSs). Business Development Manager Jamison Wood sought a solution to train additional call handlers, professionalize the CCS role, and build transparency and accountability, and chose CallSource’s call coaching program after meeting a CallSource representative.

CallSource implemented every‑other‑week, one‑on‑one call coaching aligned to Magic Valley Electric’s in‑house scripts beginning in February 2018. The CallSource program improved onboarding for new hires, increased employee performance and accountability, eased the workload on in‑office leadership, and created a culture of transparency and continuous skill development as CCSs embraced third‑party feedback and consistent coaching.

Magic Valley Electric

Jamison Wood

Business Development Manager