Call Center + Field Practices
In too many companies, dispatchers and technicians clash. Getting them to coordinate, or even just coexist, can be as simple as a ridealong or job shadow that creates better understanding. The efficiency that fosters is invaluable.
SECTION 8 OF 10
Tagging and Tracking Jobs
Tagging provides visual reminders, tracking capability
In addition to Job Types, jobs can have tags in ServiceTitan. They are visual indicators on a job, can trigger various alerts, and reports can be generated based on them.
Contractors use tags for a multitude of things. We recommend only using tags that are relevant to your business. To make things simpler, ServiceTitan has generated a list of pre-made tags that come with ServiceTitan when you sign up. These are the most commonly used tags across the thousands of contractors that use ServiceTitan. You can use these or create your own. For more information on how to set up tags, here is the knowledge base article on how to manage tags.
Canceled Membership: Indicates to the office and technicians that the customer formerly had a membership, service contract, or maintenance agreement that has been canceled and is no longer active.
Do Not Service: Indicates to CSRs and Dispatchers that this customer is not to have any additional work scheduled at this time. Commonly used for customers that have an unpaid balance that must settle up before any more work will be done. In ServiceTitan there is functionality to mark a customer as ‘Do Not Service,’ and this tag will be automatically applied.
Dog: Indicates to the technician(s) that the property has one or more dogs present, and they should therefore take care when entering the property.
Email Dormant: Shows an email address on a customer or location record has not engaged in the emails sent from the marketing department. In ServiceTitan, the Marketing Pro feature will automatically apply these tags based on customer engagement.
Email Engaged: Shows an email address on a customer or location record has engaged in the emails sent from the marketing department. In ServiceTitan the Marketing Pro feature will automatically apply these tags based on customer engagement.
Follow-Up: Used to ensure that the job/estimates are revisited for any number of reasons. Examples: a Sales Manager to attempt to complete the sale, or for paperwork such as registering warranties with a manufacturer.
Gate Code: Generally added to a service location to notify the technician that there is a gate code that is required to access the location. In ServiceTitan this information is commonly added as a pinned note on the location record to ensure that any technicians working at this location have access to it.
High Value Job: Indicates to dispatchers that the job is expected to be high value and should therefore be prioritized and not rescheduled if at all possible.
Inspection: Used for jobs that are only inspections and is occasionally used to indicate start-up jobs. These jobs differ from traditional service calls in that they are commonly coordinated with government inspections and/or permitting.
Left a Voicemail: Used for jobs or customers to indicate that there was an recent unsuccessful effort to contact the customer. In ServiceTitan, the user would note this on either the job or customer record for the next employee to reference when the customer calls back.
Maintenance: Used to indicate to the dispatchers that it is a low priority maintenance job. This can be useful information for dispatchers when they have to shuffle the schedule to accommodate an urgent or potentially high value job.
Member: Indicates to the CSR, dispatcher(s) and technician(s) that the customer/service location currently has an active membership, service contract or maintenance agreement. This can have implications for priority of scheduling, services provided, and pricing and is therefore important that all employees are aware of the customer’s status.
Opted In: Shows an email address on a customer or location record has responded to email marketing efforts and indicated they do wish to continue to receive marketing emails. In ServiceTitan, the Marketing Pro feature will automatically apply these tags based on customer engagement.
Potential Member: Indicates to the CSR and technician(s) that the customer/service location does not currently have a membership, service contract, or maintenance agreement, and is therefore a sales opportunity for a membership.
Potential Membership Renewal: Indicates to the CSR and technician(s) that the customer/service location currently has a membership (aka service contract, maintenance agreement) which is set to expire soon, and is therefore a sales opportunity for renewing their membership. In ServiceTitan this tag will be automatically applied once a customer’s membership is within 3 months of expiration date.
Replacement Opp: Indicates to the CSR and technician(s) that the customer’s equipment is beyond the recommended age, and a sales technician/comfort advisor should be dispatched to provide a quote for replacement. In ServiceTitan, this tag will be automatically applied if the customer’s location has equipment that is over the timeframe specified as a replacement opportunity in the pricebook equipment types.
Table of Contents
2. Building a Company for Success
3. Setting Your Company Up for Success
4. Driving a Company Culture
5. Setting a Path to Maximum Profitability
6. Billing Structure: Determine Your Pricing
7. Marketing Practices
8. Call Center Practices
9. Call Center + Field Practices
10. Best Practices in the Field
11. Field + Office Best Practices
12. Keys to Success in the Office
13. Management and Office Best Practices
14. Human Resources
15. Preparing Your Company For Sale