Scaled Instantly—Without Hiring More CSRs

Overview

Scaling home services without scaling wait times

Call Dad is a fast-growing residential HVAC, plumbing, and electrical provider serving customers across the Carolinas. As demand surged, so did inbound call volume—often spiking unpredictably during peak seasons and after hours.

While Call Dad’s live CSRs delivered great service, the business hit a familiar home-services ceiling: staffing could not keep pace with growth. Long hold times, missed calls, and strained teams threatened both revenue and customer experience. To continue scaling without compromising service, Call Dad needed a smarter, more elastic front line—one that could grow instantly with demand.

Before Avoca — Growth Bottlenecks

‍Rapid growth exposed the limits of a human-only call operation.

• Live agents handled 100% of inbound calls, creating capacity constraints.
• Customers waited 15–30 minutes during busy periods.
• Seasonal spikes made staffing inefficient and unpredictable.
• CSRs were tied to basic call-taking instead of higher-value work.
• Leadership struggled to meet demand without burning out teams.
  

In a cyclical business where volume can spike overnight, Call Dad needed a way to always have the right number of CSRs—without over-hiring or sacrificing experience.

After Avoca — Instant Coverage at Any Scale

‍With Avoca handling the front line, Call Dad transformed how calls are answered, routed, and resolved.

• Every inbound call answered immediately—even when 50 calls arrive at once.
• 24/7 coverage during business hours and off hours alike.
• Avoca handles the initial customer interaction and transfers only when needed.
• 78% of calls resolved end-to-end with no staff involvement.
• CSRs redeployed into more specialized, higher-impact roles.
  

Instead of scaling headcount reactively, Call Dad now scales capacity instantly—matching demand in real time without wait times or wasted labor.

Results

Avoca eliminated call queues entirely, turning inbound volume into a growth advantage rather than an operational constraint.

• Zero wait time, even during peak demand and after hours
• 78% of all calls handled autonomously by Avoca
• Significantly reduced CSR burnout and churn
• Improved customer experience through instant response
• More sophisticated, higher-value CSR roles unlocked
  

What once required constant hiring and firefighting is now handled automatically. Avoca ensures Call Dad always has the right number of “CSRs” every single day—delivering immediate service to customers and sustainable growth for the business.