Using AI + CSRs to Book More Jobs

In today’s competitive home service landscape, simply answering the phone isn’t enough—every call is an opportunity to build trust, create connection, and close a job.

In a sit-down interview, Brigham Dickinson, founder of Power Selling Pros, shares his blueprint for transforming Customer Service Representatives (CSRs) into confident revenue drivers. From mastering emotional connection to navigating the rise of AI in call handling, Brigham offers actionable insights to help businesses convert more calls into booked appointments, and do it without spending more on marketing.

The Pattern for Excellence: The Foundation of Call Handling

Every customer who calls in needs to feel understood, cared about, and reassured they’ve called the right place, Brigham explains. Those three things are paramount at the beginning of every phone call.

The Emotional Connection Advantage

One of the most significant insights from the interview is that effective call handling isn’t about scripted selling it’s about emotional connection. When a customer calls with common objections like I just want a ballpark price or I want to talk to a technician, skilled CSRs can turn these into bookings by:

1. Listening actively: Tell me more about your situation. What’s going on?
2. Showing genuine care: That’s not good. How long has it been happening?
3. Reassuring: You’ve called the right place. We can help.
4. Moving to scheduling: When would you like us out.

By following this approach, businesses can book approximately 70% of their calls, significantly increasing revenue without additional marketing spend.

The AI Elephant in The Room

When asked about AI call handling, Brigham was refreshingly candid: AI can book easy calls calls where customers were going to book anyway. But the types of calls I’m talking about I want to know what you charge to come out, I want to talk to a technician, I’m just looking for a ballpark price that’s about 40% of phone calls, and AI cannot book those effectively.

Brigham shared that six companies had recently left AI answering services and returned to Power Selling Pros within 90 days. His recommendations for businesses considering AI:

• Have humans answer phones as your primary approach
• Use AI only as a backup/overflow option
• If using AI, ensure human oversight to verify proper scheduling
• Program AI to transfer specific types of calls to trained live agents

From CSRs to Revenue Generators

One of the most actionable parts of the interview was Brigham’s strategy for transforming CSRs from order-takers to revenue generators. The process is simple but effective:

1. Start with basic training and system familiarity
2. Once comfortable, have CSRs offer service agreements on every call
3. Use a simple, direct approach: I’m looking at your notes and notice you don’t have a membership with us. I’m wondering why not? It prevents things like this from happening.
4. Incentivize with fixed dollar amounts per sale ($15-30 per service agreement)
5. Gradually expand to rehashing leads and helping with inside sales

Brigham calculated that a CSR selling just two service agreements per day at $15 each would earn an additional $7,500 per year—a life-changing amount for many employees that increases job satisfaction and reduces turnover.

Responding to Digital Inquiries

With many customers now reaching out through website forms, text messages, and emails, Brigham recommends:

• Call back rather than continuing through the same digital channel
• Explain: This is a great question. Do you mind if we continue over the phone? It’s easier to explain.
• Use technology like Chirp to stay in contact with customers but follow up with phone calls
• Incentivize CSRs when they successfully book appointments from digital leads

Building a Culture of Growth and Accountability

Throughout the interview, Brigham emphasized the importance of creating a supportive environment where CSRs can thrive. His company’s FAM (Fractional Accountability Management) program provides:

• Weekly group oversight with entire teams
• Custom KPIs based on the current booking situation
• Focus on booking challenging calls when schedules are nearly full
• Focus on outbound calling when schedules have significant gaps

My goal is to help CSRs realize this isn’t just a job it’s a career. They can make as much money as they want sitting in that seat, Brigham explains.

The Power of Personal Development

You will increase your income if you’re in shape. You’ll have more energy and focus if you work out at least four to five times a week. It will change your income.

This holistic approach to employee development combining technical training with personal growth creates teams that are more engaged, productive, and likely to stay with the company long-term.

Key Takeaways

1. Focus on emotional connection over scripted responses
2. Train CSRs to handle the challenging calls that AI can’t book
3. Transform your CSRs into revenue generators with service agreement offers
4. Use phone calls over digital communications when possible
5. Create accountability systems with appropriate KPIs
6. Incentivize desired behaviors with clear, predictable rewards
7. Invest in your team’s personal development alongside professional skills

By implementing these strategies, home service businesses can dramatically increase their booking rates, generate additional revenue streams, and build more stable, motivated teams.