Why do some companies book more calls than others, even when they’re getting the same leads?

In this episode, Erica Leonor, Founder of Voxa, public speaking coach, and home services trainer, shares a fresh perspective on one of the most overlooked roles in the trades: the CSR. Through her work helping companies improve customer communication, Erica has seen firsthand how the voice customers hear first can have a direct impact on booking rates, customer trust, and overall business growth.

This conversation explores what happens when contractors become intentional about communication. From tone, energy, and pacing to empathy, questioning, and call structure, Erica breaks down how small shifts in the way CSRs communicate can dramatically change customer interactions. She shares practical examples of how voice training helps teams build trust faster, reduce resistance, and create stronger emotional connections with callers.

What makes Erica’s approach different is her belief that communication is a skill that can be trained, measured, and improved. Rather than treating CSRs as receptionists, she encourages contractors to view them as a critical extension of both the marketing and sales team. The words matter, but how those words are delivered matters even more.

Throughout the episode, Erica shares practical strategies for asking better questions, creating more effective pitches, handling objections with confidence, and helping customers feel understood before focusing on solutions. It’s a powerful reminder that marketing doesn’t end when the phone rings. The customer experience begins the moment someone answers the call.

Listen in and learn about:

• Why CSRs should be viewed as part of the marketing and sales team
• The impact of tone, energy, and pacing on customer conversations
• How voice training can improve booking rates and customer experience
• Why emotional connection matters before logical problem-solving
• The power of asking better questions to guide conversations
• How to create effective pitches that solve customer problems
• Common mistakes contractors make when evaluating booking rates
• Why incentives and ongoing training are critical for CSR success

Mentioned in the episode:

• Voxa
• ServiceTitan
• Angie Snow’s CSR Training
• CSR booking rate scorecards
• Lead source tracking and conversion reporting
• CSR incentives and SPIF programs
• Voice and tonality training

Connect with Erica:

• Instagram
• Facebook
• Voxa

Transcript