Toolboxplaybook-back-btn Playbookplaybook-back-btn Chapter 8

CHAPTER 8

Call Center Practices

CSRs are the first contact customers have with service companies, and their ability to gather information, empathize with clients and book calls can make or break a business. Spend time training and nurturing those important voices.

SECTION 4 OF 4

Confirming Appointments

Confirming appointments can be a time-consuming process—Best Home Services reports that it used to take dispatchers and CSRs up to 12 hours per week. 

ServiceTitan’s job appointment confirmation capability turned that into a one-step process that includes visual changes on the dispatch board to let everyone know the confirmation status. That has virtually eliminated that 12-hour duty.

Go to Chapter 9: Call Center + Field Practices