How Rescue Air Answers Every Call and Promotes From Within

Overview

Rescue Air & Plumbing serves more than 7,000 customers across Dallas–Fort Worth. They estimated that every missed call cost them $250. As the business grew, their CSR team couldn't keep up with volume, and calls were slipping through the cracks.

They turned to Avoca. Today, Avoca answers every inbound call, books appointments directly into the CRM, and coaches CSRs in real time.

Before Avoca

Rescue Air ran a traditional CSR setup: calls got picked up when someone was available. During peak hours, after hours, and weekends, things broke down. Coaching was manual and only touched a small sample of calls, so agent improvement was inconsistent. A few specific symptoms:

• Customers sat on hold during surges, and messages got lost
• Leads never made it into the CRM
• Sick days and turnover triggered scramble coverage

"We used to have days where the manager would call me and say, 'Barbara's out — what do we do now?' Now I'm like 'who cares? We've got Avoca,'" said Andreas Boris, Director of Operations.

Two Opportunities Identified

Working with Avoca, Rescue Air mapped their problems to two clear opportunities: capture every call that came in, and raise the floor on every agent's performance. Each mapped to a different Avoca product.

1. Never miss a bookable call → Avoca AI CSR

Avoca plugged directly into Rescue Air's phone system and CRM. Every inbound call gets answered instantly, 24/7. Avoca pulls caller info, checks tech schedules, and books at the caller's preferred time. No more hold queues, no more lost messages, no scramble when someone calls out. Customers have taken to it. Many call back to say, "I just talked to the AI bot!"

2. Make every agent better, every day → Avoca Coach

Manual coaching only touched a sample of calls. Avoca Coach scores every conversation against Rescue Air's rubric and delivers real-time feedback after each call. Agents see their own scores and know exactly where they stand and what to work on.

"It's not just about booking calls — it's about helping our reps get better every single day," Andreas said.

Results

Calls that used to slip now get booked. Agent performance trended up on real-time feedback instead of delayed reviews. And the same scoring system that surfaced missed booking cues opened up career growth for the team.

• ~$250 recovered per call that would have previously been missed
• 2 CSRs promoted into managerial roles from Coach insights
• 24/7 coverage across peaks, after-hours, and weekends

"By introducing Avoca Coach we were able to promote two CSRs to managerial positions, and because we use Avoca's AI CSR, we didn't have to backfill those positions."

Every shift, peak, and holiday is now backed by an AI front office that books jobs, coaches the team, and creates room for people to grow into bigger roles.