Background:
· Customers visit the HomeAdvisor website, seeking recommendations for home exterior projects
· Customer requests a recommended company to contact them by completing a web form that contains their contact information
· HomeAdvisor will first contact the customer and validate their information and interest
· A HomeAdvisor call center agent will then warm transfer caller to RDI
· RDI should greet the caller using the appropriate script and should try to schedule appointment
· And email will be sent to ChampionAgents@RDI.com that contains all the customers information
· RDI agent should reference the email to collect the information form it
Type of Call: Inbound
Whisper: HomeAdvisor Warm Transfer
Script: HomeAdvisor Warm Transfer
How Did You Hear About Us: Partnership
Email Subject: New HomeAdvisor Contact - Transferred
Supporting Email:
FROM: Elite360@HomeAdvisor.com
Script:
Warm Transfer/Handoff from HomeAdvisor:
This is _______ with Champion Windows & Home Exteriors. How may I help you?
Collect: Zip code & Name (First and Last) and product(s) interested in
After Transfer is Complete:
“Hello (customer’s name),”
“This is _____, Thank you for your interest in Champion Windows & Home Exteriors, We are HomeAdvisor’s ELITE home exterior provider with over 60 years of expertise in windows, sunrooms and siding. I would be happy to help schedule an in-home appointment.
If you DID receive the email with the customer’s information:
I would like to verify your information that I received.”
Check email via: ChampionAgents@rdicorp.com and verify customer’s information while inputting into booking tool or obtain info if it is not completed in the email.
I have your zip code as _______.
Your name is ________.
Your best contact number is __________.
And your email address is ____________.
And your street address is _____________.
“Thank you. I just need to collect a few additional pieces of information. You mentioned you were interested in (product) _______________, correct?”
Are you the Home Owner?
IF NO: Will the Home Owner be present? What is his or her name? Is there a second home owner?
And what is your first name? Last Name?
Is there a second home owner? What is their first name? Last name?
Rebuttal IF “NO”: Our Champion Representative will be going over multiple styles and options for you to choose from during the appointment. It is beneficial to have everyone who might be part of the selection process hear firsthand all the options. Is there anyone else you would like to have attend this appointment?
Once you have chosen the company you will be working with, how soon do you want to start your project?
Immediately, Next 6 months, 6 months or longer, I don’t know
Let’s get your appointment scheduled.
When are you _and second homeowner home from work? We offer appointments Monday through Saturday and our appointments generally take 60 - 90 minutes.
REBUTTAL: Our Champion Representative will be going over multiple styles and options for you to choose from during the appointment. It is beneficial to have everyone who might be part of the selection process hear first-hand all the options.
I have _____ {offer Date/Time that fits their request) – will this work for both you and second homeowner?
You __and second homeowner__are confirmed for your in-home appointment on Date/Time. Thank you for calling Champion and have a great day!
If you have NOT received the email with the customer’s information:
Your information hasn’t transferred through yet, I apologize, let me go ahead and collect your information now.”
Complete rest of the booking process as usual