Paths to the Trades: Adam Cobb's Journey from Telecom to Trades Services

Article Summary

• Adam Cobb transitioned from telecom to the trades, discovering the need for rapid, empathetic service
• At PipeDreams, he prioritized "speed to resolution" and booking rates over cost-focused metrics
• Leveraged AI to enhance responsiveness while maintaining a human touch

From Telecom to Trades

Adam Cobb's unexpected journey into the trades sector began in telecom, where he started as an agent selling long-distance plans for Sprint. Over two decades, he honed his skills in customer service and call center management. His move to PipeDreams, a trades-focused company, presented a steep learning curve and revealed new customer dynamics.

Shifting Priorities in Customer Service

In telecom, Cobb focused on efficiency—reducing call times and costs. The trades industry, however, demanded a different approach due to the urgency of customer needs. Trades customers often face immediate, critical issues like burst pipes or broken HVAC systems.

"The customer dynamic is completely different than just your general customer service contact center," Cobb shared. "People are calling because they have real problems that need a solution, and they often need that fix today."

New Metrics for Success

Cobb's transition led to a shift from efficiency-focused operations to a customer-centered, needs-driven approach. He introduced new metrics like "speed to resolution" and "customer patience threshold," noting that customers have an average patience time of just 10 seconds.

"If they don't get someone on the phone who can help, they're likely to hang up and call someone else," Cobb explained. For PipeDreams, these seconds can mean the difference between retaining or losing a customer to a competitor.

Implementing AI and Automation

Recognizing the urgency in trades service, Cobb implemented AI and voice automation tools to address unique client needs while maintaining empathy. He emphasized that this automation wasn't about reducing staff, but ensuring consistency and availability.

"AI allows us to keep a consistent customer experience every time a customer calls in. They can get immediate responses, book appointments, and have their needs addressed without waiting for an agent to come back from break," he noted.

Redefining Customer Service in Trades

Cobb's approach included a mindset shift within the call center. He stressed that "speed to lead" wasn't enough; it was about "speed to resolution." His goal became bringing trades industry efficiency closer to corporate call centers while maintaining focus on immediate customer needs and personal touch.

Conclusion

Adam Cobb's journey highlights how the trades industry, often viewed as traditional, is embracing modern technology and customer-centered innovation. As trades professionals adopt AI, automation, and data analytics, leaders like Cobb are redefining top-tier customer service in one of today's most challenging service landscapes.

Thanks again to Adam Cobb for being our first Paths to the Trades interview, stay tuned - more to come!