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