Inbound Customer Calls
Inbound Customer Calls
Outbound Customer Calls
Call Disconnected - Calls made that were prematurely canceled/disconnected
Cancel - Calls made by the customer to cancel the appointment
Escalation - Supervisor/Manager calls or requests
Ghost call - Calls received wherein there is no response after the greeting and ghost spiel
Guarantee - Calls requesting a service guarantee repair on a previous appointment
IBC Cancel - Saved - Calls made by the customer to cancel but were as rescheduled or kept instead while offering discounts
Other - Calls made that do not fit in any other disposition
Parts ETA - Calls made to request an update on the arrival of parts
Payment or Invoice - Calls made to request a copy of the invoice, check pricing or collect payment
Refund - Calls made requesting a refund for a previous payment made
Renewal Refund - Calls made requesting to have a refund on payments made for renewal of their membership
IBC Saved - Rescheduled calls or cancelations saves with the "SC-SAVE" Attached
Appt needs more info - Calls made to ask for additional details/confirmation from the customer
Cancel - unsupported - Calls made to cancel the appointment since the service request is not available
Cancel No Techs, Max Reschedule - Calls were made to cancel the appointment due to no technicians claiming the job
Escalation - Supervisor/Manager & Guarantee/Refunds calls made to the customer
Other - Calls made that do not fit in any other disposition
Parts ETA - Calls made to request an update on the arrival of parts
Payment or Invoice - Calls made to request a copy of the invoice, discuss pricing or collect payment
Resched - No Answer - Calls made to reschedule the appointment request but reached VM or no answer
Resched - No STF Cx Agreed - Calls made to reschedule the appointment w/ no time suggestion and the customer agreed
Resched - No STF Cx Declined - Calls made to reschedule the appointment w/ no time suggestion and the customer Declined
Resched - STF Cx Agreed - Calls made to reschedule the appointment w/ a time suggestion and the customer agreed
Resched - STF Cx Declined - Calls made to reschedule the appointment w/ a time suggestion and the customer Declined
IBC Saved - Rescheduled calls or cancelations saves with the "SC-SAVE" Attached