HVAC CSR training: score every call and coach from the transcript

What to get right

• Count the booking rate honestly. Booked new-demand calls divided by all new-demand calls. Leave out vendors, wrong numbers and existing-customer calls, or the number flatters you.
• Score behaviors, not personalities. Did they offer the first open slot? Give a real number on price? Ask for the booking? Each is a yes or no from the transcript.
• Coach one thing a day. The rubric line a CSR misses most, with the exact words to try instead. More than one change at a time doesn’t stick.
• Call back the expensive misses first. The audit ranks unbooked calls by estimated value using your own average tickets, so tomorrow starts with the right list.

The prompt

This is the Run the daily call audit workflow, word for word. Copy it, fill in the [brackets], and paste it into the AI tool your company uses.

Audit today's inbound calls for our [HVAC / plumbing / electrical] shop.
Company: [name]
Date: [date]
CSRs on the phones: [first names or initials]
Membership plan: [plan name, price, top 2 perks]
Diagnostic or trip fee: [$]
Average ticket for estimates: [repair $, maintenance $, replacement lead $]
Today's call transcripts: [paste every call, each starting with the time and the CSR's first name]

Phone numbers, addresses and card numbers in the transcripts are replaced with PHONE, ADDRESS and CARD. Count those as captured.

STEP 1. Put every call in one bucket:
- Never connected: dropped, voicemail, hung up on hold
- Not a lead: vendor, sales pitch, wrong number, job applicant
- Existing work: current job, billing, warranty, reschedule
- New demand, booked
- New demand, not booked
- Can't tell from the transcript

STEP 2. Score every new-demand call out of 20, 1 point per item:
- Greeting (2): said the company name; gave their own name and offered to help
- Caller details (3): got the caller's name and used it; got the service address; got a callback number
- Found the problem (3): let the caller describe it in their own words; asked how long and what changed; checked for safety issues (gas or burning smell, active leak, sparking, no heat or AC with someone at risk)
- Soonest appointment (3): offered the first open slot; gave a second choice when the first didn't work; set a clear arrival window
- Price questions (3): gave a real number, like the diagnostic fee; explained how pricing works before any work starts; went back to booking after the price
- Membership plan (2): asked if they're already a member; gave the plan's main benefit in one sentence
- Asked for the booking (2): asked without waiting for the caller to; if they hesitated, asked what was holding them back
- Confirmed and closed (2): read back the day, window and address; said what happens next
If the caller never asked about price, mark Price questions N/A. If they're already a member, mark Membership plan N/A. Score those calls out of the points that are left.
Booked: yes or no. If no, give one reason: price, wanted sooner, wanted a different day or time, just shopping, outside our area or a service we don't do, hung up, CSR didn't ask, or other (say what).

STEP 3. Daily summary:
1. A table of every call: time, CSR, bucket, score, booked, reason not booked.
2. Bucket counts.
3. Booking rate = new demand booked ÷ (new demand booked + new demand not booked). Leave every other bucket out of it. Show the math. If we run more than one trade, give each trade its own rate.
4. Missed opportunities ranked by estimated dollar value, highest first: every new-demand call we didn't book, plus any never-connected call where a voicemail shows it was new work. Use only my average ticket numbers, say which one you used, and label every figure as an estimate.
5. Never-connected calls by hour of the day.
6. Coaching notes for each CSR: calls taken, average score, booking rate, one strength with a short quote from a call, the rubric line they missed most with the exact words to try instead, and one thing to practice tomorrow.
7. Callback list for tomorrow morning: caller first name, time they called, what they needed, why they didn't book.
8. One line for the weekly review, exactly like this:
Date | new-demand calls | booked | not booked | booking rate | average score | never connected | top reason not booked | estimated missed $

Rules: Score only what's in the transcript. If something isn't there, give it 0 and write "not in transcript." Don't invent dollar figures beyond my averages. Coach behaviors, not personalities.

Fill it in with the prompt builder → Open the full workflow CSR / Dispatcher · saves 45 min per day

How to use it

1. 1Export the day’s call transcripts. If your system only saves audio, run it through a transcription tool first.
2. 2Replace phone numbers, addresses and card numbers with PHONE, ADDRESS and CARD.
3. 3Fill in your fee, membership plan and average tickets, then paste the transcripts.
4. 4Share each CSR’s coaching notes with them privately, the same day.
5. 5Paste the one-line summary into a running log for the weekly review.