Outbound Calling

How to Record all of your Outbound Calls (for ccr metrics)

Start with the Outbound Opportunities customer list provided to you by Marketing or Call Ctr Mgr.

Click the Manual Calls button shown in step 1.
Search for the customer name or address.
Look over the customer history & click their phone number to call them.
Book the call (hopefully) and end the call when done.

After the call is finished up visit Start https://go.servicetitan.com/#/Search and follow these instructions;

Choose "Call" in the top left search field.
Choose "Outbound" in the "Select Call Direction" field, then click Search shown in step 2.
Click the headphone icon shown in step 3 to open the call.

Now Tag your Outbound Calls so they show up correctly in the Outbound Calls reports that management will be pulling. To do this follow these instructions.

Click into the Tags window and start typing "Outbound".
Choose the correct tag from "Outbound Booked" or "Outbound NotBkd".
Be sure to click the Save button (the disc icon).

Now you're complete and free to make your next Outbound Call. For speed you may want to keep the search screen open, as well as tag your calls all at the same time.

For Management to search Outbound Calls

Open the search screen at https://go.servicetitan.com/#/Search and follow these instructions;
Choose "Call" in the top left search field.
Choose "Outbound" in the "Select Call Direction" field, then click Search shown in step 5. Also select an agent if your search is per CCR.
Enter both "Outbound" tags in the tags field at bottom left.
Now review the results within Svc Titan, or click the green arrow to eport the list to Excel.

- - - - - - - - - - Various Types of Outbound Opportunities (below)- - - - - - - - -

Outbound Follow Ups on Estimates

Look into Follow Ups tab in Svc Titan (CHANGE THE IMAGE ON THE RIGHT TO F/U SCREEN)
Make sure you're on the Opportunites section
Choose the date range for your search
Confirm the Opportunity details to discuss
Make outbound call by clicking on "Call the Customer" button at bottom of page.
If you reached the customer click "Successfully reached the customer"
If the Opportunity is still available to pursue at a later date;
1. Click on "Log a Follow-up" and choose a follow up date for 2 days later (or a date the customer requested.
If the Opportunity is gone and not worth pursuing any further;
1. Click on the blue "Dismiss" button of the Opportunity
2. Enter your notes regarding why it's being dismissed

Outbound UPP Tune Up Scheduling

Script:

Hi, this is Warren from the WireNut, its time for your furnace tuneup that you've already paid for.

As a UPP member in order to keep our promise, we have you scheduled for tomorrow between eight and noon to keep your systems running strong.

We would like to save this spot for you tomorrow in this short tune up season as we have limited rescheduling space left.

It is imperative that we hear from you soon regarding this appointment.

Our number is 719-227-0500 and our hours are M-F 7a to 6p.

Again this is Warren from the WireNut.

Thanks!

Process:

Enter the Svc Titan Follow ups screen and click on "Upcoming Appointments"

Brian will clean up the ST list so we can finally trust it (removing old memberships).

Find the Furnace Tune Ups visits that are overdue, as well as upcoming (date search).

Click "call the customer" button at bottom left.

IF YOU REACHED A CUSTOMER:

IF THEY'RE READY TO BOOK THE APPOINTMENT;

*Check the "Successfully reached customer" box

*Book "UPP" job type

*Click the "Copy to Customer Notes" button (this will copy into the notes for techs)

-OR-

IF THEY'RE NOT READY TO BOOK JUST YET (you didn't reach the decision maker);

*Check the "Successfully reached customer" box

*Click "Log a Follow Up" and choose a date to call them back again

IF YOU'RE LEAVING A MESSAGE FOR THEM (no one answered):

*Leave a message using the script above (do not make one up on your own)

*Log a Follow Up and choose the date of tomorrow (or next business day)

Outbound Stop Loss Script

UNDER CONSTRUCTION........DO NOT TRUST THESE NOTES JUST YET

GOOD MORNING/AFTERNOON, IS (CUSTOMER NAME) AVAILABLE?

HI, THIS IS (NAME) WITH THE WIRENUT, HOW ARE YOU TODAY? GOOD TO HEAR! I SEE THAT WE WERE JUST OUT IN (MONTH), AND WE HAD (TECHNICIAN) OUT TO YOUR HOME. HOW IS EVERYTHING WORKING FOR YOU?

WELL, (TECHNICIAN) HAD YOU DOWN AS A PREFERRED CLIENT, AS A PREFERRED CLIENT ONE OF OUR GOALS IS TO PROVIDE YOU WITH THE BEST VALUE POSSIBLE.

*WE WOULD LIKE TO INTRODUCE YOU TO OUR HEATING AND COOLING DIVISION BY OFFERING A FREE (FURNACE/AC, WTR HTR) TUNE UP/FLUSH WHICH IS NORMALLY $99.*

*WE WOULD LIKE TO OFFER YOU A COMPLIMENTARY MAINTENANCE AND PROTECTION PLAN FOR ONE FULL YEAR THAT INCLUDES MANY BENEFITS INCLUDING ANNUAL MAINTENANCE ON THE MAJOR PIECES OF EQUIPMENT IN YOUR HOME, REDUCED DISPATCH RATES, AND SAVINGS ON ANY WORK DONE (5% OFF REPAIRS, 10% REPLACEMENTS OF MAJOR PIECES OF EQUIPMENT IN YOUR HOME).*

I HAVE SOME AVAILABILITY THIS WEEK, HOW DOES (DATE AND TIME WINDOW) WORK FOR YOU?

VOICEMAIL:

HI, MY NAME IS (NAME), IM CALLING FROM THE WIRENUT. WE WERE OUT (DATE), I HAVE A QUICK QUESTION FOR YOU IF YOU COULD PLEASE GIVE ME A CALL BACK AT YOUR EARLIEST CONVENIENCE THAT WOULD BE APPRECIATED. PLEASE CALL ME BACK AT (719/303)227-0500. I LOOK FORWARD TO HEARING FROM YOU!

Outbound Follow Ups on Expiring Memberships

UNDER CONSTRUCTION........DO NOT TRUST THESE NOTES JUST YET

Look into Follow Ups tab in Svc Titan
Make sure you're on the Opportunites section
Choose the date range for your search
Confirm the Opportunity details to discuss
Make outbound call by clicking on "Call the Customer" button at bottom of page.
If you reached the customer click "Successfully reached the customer"
If the Opportunity is still available to pursue at a later date;
1. Click on "Log a Follow-up" and choose a follow up date for 2 days later (or a date the customer requested.
If the Opportunity is gone and not worth pursuing any further;
1. Click on the blue "Dismiss" button of the Opportunity
2. Enter your notes regarding why it's being dismissed

Outbound Follow Ups on Expiring Credit Cards

UNDER CONSTRUCTION........DO NOT TRUST THESE NOTES JUST YET

Look into Follow Ups tab in Svc Titan
Make sure you're on the Opportunites section
Choose the date range for your search
Confirm the Opportunity details to discuss
Make outbound call by clicking on "Call the Customer" button at bottom of page.
If you reached the customer click "Successfully reached the customer"
If the Opportunity is still available to pursue at a later date;
1. Click on "Log a Follow-up" and choose a follow up date for 2 days later (or a date the customer requested.
If the Opportunity is gone and not worth pursuing any further;
1. Click on the blue "Dismiss" button of the Opportunity
2. Enter your notes regarding why it's being dismissed

"It's a __(day)__, this is ___, what can we fix for you?"

Days:

Marvelous Monday Terrific Tuesday

Wonderful Wed Tremendous Thursday

Fantastic Friday Splendid Saturday

*ALL REQUIRED INFO BELOW*:

1) "Can I get the details of your repair today?"

"Is the issue occurring up or downstairs?"

**ENTER CALL REASON TO MATCH JOB**

2) "Well I'm sorry to hear of your problems

but you called the right place, we'll

definitely help you get that resolved!"

3) "Have you ever used our services before?"

If yes:

"Are you a member of the Ultimate

Protection Plan?"

***IF THEY ARE A UPP PLAN MEMBER:

IF YES: add "UPP" to call notes and

charge $29 Service Charge

(add "29" to call notes)

4) "Can I ask who I'm speaking with?"

**get spelling to confirm**

**look for customer history**

5) "May I have your address with zip code

and spelling please."

**is that 1 or 2 words?**

6) "May I have your phone number as well,

and do you have another number where

you can be reached?"

7) "And how were you referred to us?"

**(USE LEAD SOURCE from phone screen,

enter their COMMENT INTO REF FIELD)

**(If a Door Hanger was left by a tech- ask

for initials at bottom of doorhanger)

8) "Are you the owner of the property?"

**(CHECK OWNER OWNER OCCUPIED

BOX IF YES)**

9) "Why don't we get you taken care of this

____(day)____ **(3 days out from today)**".

**(if today's Monday then offer Wed)**

"We schedule in morning and afternoon

and of course always provide the call

ahead before heading your way, which

would you prefer- morning or

afternoon?"

9a) IF REQUIRING SVC TODAY:

"(Customer name), we are going to try our

best to get out there for you today but if

for some reason we cannot make it

today, will someone be home tomorrow?

10) "When we're on our way, we offer a text

message notification with the introduction

to your technician. Is the number you

already provided a good number to send

that confirmation text to?"

**If customer declines text message**

"OK we'll call you on our way, how much

heads up do you need for our arrival?"

11) "OK well our service charge for your

appointment is":

**FOR STANDARD APPOINTMENTS**

"$59 (std appt)

"$119 (same day appt during summer)

"For that we will send out an

expert technician in a well stocked van.

This includes minor diagnosis and

provide all prices upfront."

"Once work is performed then up to $59

of the service charge is waived with any

work you have performed, so in most

cases the service charge goes away."

"Since 90% of our customers go with

work then that really turns into a great

deal."

** Offer UPP at this point**

(see details just below)

12) "And how will you be paying for our

services when we come out- check or

credit card?"

13) "May I get an e-mail address so we can

send you your warranty information once

completed?"

14) "OK great we look forward to seeing you

soon, thank you very much for calling-

and have a great day!"

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