Money on the Line: Give Your CSRs the Tools to Succeed

CSRs are the frontline employees of most home service businesses. That’s why Ralph Johnson , VP of Client Solutions at CallPoint , believes that owner-operators should make a concerted effort to give them the tools they need to succeed. You’re already spending marketing dollars to bring in calls — shouldn’t you equip and train your people to handle them? Tune in as Ralph shares his thoughts on must-need tech in modern call centers, why you should incentivize your CSRs, and how to scale your CSR team with company growth. Join us as we discuss: [8:00] Implementing new tech for inbound calls [12:33] Training, tracking, and incentivizing CSRs [22:07] Scaling your call center with your company [27:28] Telltale signs of an underperforming call center Check out these resources we mentioned during the podcast: ServiceTitan Phones Pro You can find this interview and many more by subscribing to Toolbox for the Trades on Apple Podcasts , on Spotify , or here . Know a business that could use a bit of muscle from ServiceTitan? Refer them here! Register for Pantheon 2025 - see you in Anaheim! Prometheus Award Nominations Listening on a desktop & can’t see the links? Just search for Toolbox for the Trades in your favorite podcast player. Hosted on Ausha. See ausha.co/privacy-policy for more information.