Less monitoring, better calls: LoadUp's playbook for scaling a phone-first Sales Team
How LoadUp used Aircall’s AI Assist Pro to QA thousands of calls a week, cut new hire ramp time in half, and drive more consistent calls at scale without adding more manual QA.
Let’s set the scene…
LoadUp connects consumers and businesses with vetted local contractors for junk removal, assembly, and labor services across the US. The model is similar to Uber: a customer books online or by phone, and LoadUp pairs them with a nearby contractor who shows up and gets the job done. What sets LoadUp apart is its commitment to upfront, guaranteed pricing—customers know exactly what they’re paying before the job even starts, with no on-site upsells or surprises.
LoadUp’s operations team spans sales, support, and contractor coordination, led by VP of Operations Chad Danklef. These teams work directly with customers and contractors to ensure jobs are booked, scheduled, and completed smoothly. Many of those interactions happen by phone, where deals are finalized, orders are confirmed, and customer concerns are resolved.
LoadUp had been using Aircall since the early days, initially for call analytics and basic reporting. As the company moved beyond its startup phase and began hitting new revenue records year over year, the demands on the operations team grew with it.
Tackling the challenges of growth
The problem with fast growth is that it outpaces your ability to coach. New reps joined LoadUp regularly, but junk removal is a niche industry, and generic sales experience doesn’t translate. A customer calling about an above-ground pool removal, an estate cleanout, or a last-minute furniture haul needs a rep who knows exactly how to handle it. Getting the quote and conversation right is critical for the customer, the contractor, and the business.
Quality assurance was done manually. Managers could review about 10% of calls per week across sales and support combined. With dozens of reps on the phones all day, that number barely scratched the surface of the overall call volume. Managers would listen to calls in real time, but the majority of the QA process had to be reactive, listening after the call.
Onboarding made things harder. New reps needed two full weeks of training before getting on the phones. In a high-volume operation with constant hiring, that lag added up fast.
"How do you steer those individuals in real time at scale?"
At the time, the honest answer was: you have to ask the agent to juggle a lot at once.
Turning point: introducing AI
LoadUp was mid-contract with Aircall when AI became a serious topic in their industry. Chad was not actively evaluating standalone AI tools but asked Aircall directly: do you offer this?
Following a product demo, three things stood out immediately: Live Prompts for objection handling, Playbooks to frame every call from start to finish, and automated QA at scale.
"We just couldn’t do it at scale.” AI Assist Pro offered a way to address that.
The solution: AI that augments human performance
LoadUp now uses AI Assist Pro across sales, support, and operations workflows. The results show up in three areas, but what ties them together is a shift in how the team thinks about scale: rather than adding more managers or more hours of manual review, they invested in the infrastructure that helps every rep perform like a pro.
10% → 90% calls QA’d per week
50% faster new rep ramp time
QA at scale
Before AI Assist Pro, managers could manually review around 10% of inbound calls per week, a number that sounds substantial until you picture a rapidly growing team taking calls all day. Prioritizing which calls to review, pulling recordings, scoring them, and turning that into actionable feedback consumed hours that managers simply didn't have, and coaching couldn't keep pace with the volume.
With automated scorecards running on every call, LoadUp now scores several thousand calls per week. Each morning, the operations managers review their dashboards showing how the teams performed. Managers still pull a handful of calls for one-on-one coaching, but AI has already done the sorting, flagging the calls worth discussing and giving reps a clear picture of where they stand before the conversation starts.
"Our managers could only listen to maybe three calls per ten people. That’s a lot of time. AI Assist Pro is doing that at a pace where our managers can wake up every morning and see how the team did for the majority of our inbound calls the day prior."
Faster onboarding
The same infrastructure that helps experienced reps stay consistent turns out to be just as valuable for new ones. Before AI Assist Pro, it took two weeks of training before a new hire was ready to take live calls. The job is specific enough that a rep who knows how to sell in another industry still needs time to learn the product, the objections, the compliance requirements, and the tone.
With playbooks and live prompts available during every call, that knowledge is no longer something a rep has to carry entirely from memory. New hires now go live after one week. The ramp time has been cut in half.
"We used to say it’s two weeks before you get on the phones because you have to learn all this information. We just have it down to one week now."
Consistent execution on every call
The third area of impact is the one Chad describes as the most lasting: every rep, experienced or new, now has the framework that is more readily available to keep reps on track so they don't deviate from the framework. Playbooks structure and guide each call from introduction to close. When a customer raises an objection, a prompt fires with the right response. When a specific keyword triggers a compliance risk, it surfaces immediately. Reps don’t need to tap a manager on the shoulder mid-call, and managers don’t need to hover. The guidance is already there.
LoadUp also pulls AI Assist Pro into team meetings, selecting one strong call and one poor call each week, walking through the analysis together, and using both as coaching material. It’s changed what coaching looks like: instead of gut feeling and anecdote, it runs on data.
"AI Assist Pro is kind of like your second manager. It's capturing QA in real time on every call. It's guiding the reps. If I'm busy, you still have the playbook in front of you. You don't have to wait and tap me on the shoulder."
- Chad Danklef
The results in numbers
The impact of AI Assist Pro at LoadUp shows up clearly in the data. It’s also reflected in more consistent customer experiences and smoother job execution across the board. What started as a manual process covering a fraction of weekly calls has become a fully automated system running at scale — with measurable gains in both efficiency and team performance.
Company size: a rapidly growing team spanning sales, support, and contractor coordination
QA volume: from 10% of calls/week (manual) to 100% (automated)
Ramp time: from 2 weeks to 1 week before new reps go live (50% reduction)
Bringing the team along
Adoption requires the same work it does at most companies: convincing frontline staff the tool is for them, to help them perform better, and not about replacing them. LoadUp rolled out AI Assist Pro deliberately to ensure strong adoption across the frontline team. Rather than launching AI Assist Pro as a top-down monitoring initiative, Chad turned early adoption into something reps wanted to participate in.
Reps earn reward points for sharing moments where a prompt helped them close a sale.
Frontline reps present one way they used AI Assist Pro during weekly team meetings, making adoption peer-led.
Each manager picks one specific use case and demonstrates it live to their team before asking anyone else to try it.
"It’s convincing the workforce it’s a tool to boost productivity and help them, not replace them."
Considering making the leap to AI?
Chad's advice is direct: where do you actually want your managers spending their time?
"Put the effort into developing a proper playbook. Put the effort into developing the right QA. Put the effort into developing those live prompts. That's where your focus should be."
The point isn’t to remove managers from the equation. It’s to change what they’re managing. When AI handles real-time guidance and call scoring, managers can focus on development instead of monitoring. That’s the shift that makes a team scalable rather than just bigger.
Looking ahead
LoadUp is expanding how it uses AI Assist Pro across the business. The next phase includes three dedicated playbooks, one for sales, one for support, and one for fulfillment, along with expanded compliance keyword monitoring built specifically around contractor language requirements.
On the support side, the team is activating call prep features so that reps handling return calls from customers or contractors already have the context they need before the conversation starts, rather than piecing it together mid-call.
Better team performance starts here
AI Assist Pro helps you handle growing call volume and maintain quality service without adding headcount. Companies like LoadUp are scaling their sales and support, and you could be too, with Aircall.