Overview
Powered by Titan Intelligence, Second Chance Leads automatically reviews and flags unbooked calls that we believe can be saved with a quick follow-up call back to the homeowner.
Who uses this feature
Administrators
Feature configuration
The View Second Chance Leads permission is required to use this feature. Please contact the account administrator on your team. This permission is automatically granted to administrators.
Second Chance Leads uses call recordings, which are only available with certain ServiceTitan packages. Please contact your Customer Success Manager (CSM) for details.
Things to know
Second Chance Leads is available to those on Basic Phones and Phones Pro. Setup steps vary slightly depending on which version you’re using. For more, see Set up Second Chance Leads for Phones Pro and Set up Second Chance Leads for Basic Phones.
For those on Phones Pro, turn on VoiceAI on your Phones Pro account to maximize the effectiveness of Second Chance Leads. You need to turn on Voice Intelligence at the company level as well as any call centers/departments/offices that you use to answer calls. See Dialpad Ai for more information and setup instructions.
You can receive notifications about leads in 3 ways:
In-app notification
Text message
Email address
Note: To receive text messages, you should have your phone number in your employee profile.
To learn more about second chance leads notifications, see Set up Second Chance Leads
The Call Center Performance by CSR report has another column available in it for users who have access to the Second Chance Leads feature to help you report on the Return on Investment (ROI) of your second chance leads. To learn more about customer reports, see Create custom reports.
If a customer's phone number is linked to a second chance lead in the Open or Cold tab for up to 14 days, a banner on the Job Booking screen indicates that the job is associated with a second chance lead.
Review Second Chance Leads
You can review your Second Chance Leads to ensure you’re not missing out on any potential leads that may have been missed or misclassified.
To review Second Chance Leads:
Go to Call Booking in the navigation menu.
In the side panel, click Second Chance Leads.
Tip: You can also access the Second Chance Leads screen through an in-app notification if you have notifications turned on. When the notification pops up, click View to go to the Second Chance Leads screen.
The Second Chance Leads screen opens. Calls that need review are in New status.
For the call, you want to review, click Review Call.
The Call Details window opens displaying the customer’s phone number, date and time of the call, the call type, original CSR notes, a summary of the call, and the call transcript.Note: The transcription summary is generated by AI and not reviewed by humans. Always verify the accuracy against the recording as necessary.
Read through the summary to get a general feel for the call and determine if it is a lead or not. If the summary doesn't provide enough information to make a decision, play the call recording.
Tip: You can use Search to search for specific words or phrases used in the call.
Add an optional note to the call. See Add a note to a second chance lead for details.
Choose whether the call is a lead or not:
If the call isn’t a lead, click Dismiss Call.
The Dismiss Call window opens where you can select why you’re dismissing the call. Select a reason and click Dismiss Call.
The window closes and the call moves to the Done tab on the Second Chance Leads screen. If you selected It’s not a lead, the Second Chance Lead status for the call updates to Reviewed - Not a Lead. If you selected It’s a lead, but I’m not going to follow up, the Second Chance Lead status updates to Lead - Not Following Up, and it moves to the Done tab.
If the call is a lead, click Call Customer Back. The customer is called and the Second Chance Lead status for the call updates to Lead - Call Back Attempted.
Review cold leads
A lead moves to the Cold tab after it has gone unreviewed for the length of time set in the Cold Leads setting. This helps ensure your Open tab contains the most recent warm leads to follow up on. These leads can then be reviewed and followed up on or dismissed as time allows.
Add a note to a second chance lead
You can add additional notes to a second chance lead when reviewing the lead. For example, add any details, such as the customer’s name, the issue they’re having, and ideas for how to turn the call into a lead, that are helpful when calling the customer back. Or you can leave a note for why you don’t think it’s a lead.
To add notes:
Go to Call Booking in the navigation menu.
In the side panel, click Second Chance Leads.
The Second Chance Leads screen opens. Calls that need review are in New status.
For the call you want to review, click Review Call.
The Call Details window opens.Under Second Chance Leads notes, click Add notes.
Enter your note and click Confirm to save.
(Optional) Select Copy to Customer notes or Copy to Location notes to save the second chance notes to Customer or Location records.
Click Call Customer Back or Dismiss Call to proceed with the call review, otherwise, click X to close the Call Details window.
Update Second Chance Lead statuses
Second Chance Leads automatically changes the status on calls when possible, but there might be times you need to update the status manually. You can manually update the status from the Second Chance Leads screen. The following statuses are available to be manually set:
New: Any calls flagged as a second chance lead have this status by default.
Lead - Not able to save: Update the lead’s status to this if it was a lead, but you aren’t able to book the job. The call moves to the Done tab on the Second Chance Leads screen.
Lead - Not following up: Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. The call moves to the Done tab on the Second Chance Leads screen.
Lead - Call Back Attempted: When you select Call Customer Back on the Call Details window, the status automatically updates to this. The call remains in the Open tab on the Second Chance Leads screen.
Reviewed - Not a Lead: Select this status when you know the call is not a lead and doesn’t need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the Done tab on the Second Chance Leads screen.
The following statuses are automatically set on Second Chance Leads when they're marked as Done:
Job booked by SCL: If you’re able to successfully save the opportunity by calling the customer back, the call updates to this status when the job is booked. The call moves to the Done tab on the Second Chance Leads screen.
Job booked elsewhere: Select this status if the second chance lead is created after the call ended but before the agent booked the job. The call moves to the Done tab on the Second Chance Leads screen.
Note: You can't set Job booked by SCL or Job booked elsewhere manually on a lead. Once these two statuses have been automatically added to a SCL, the SCL's status can't be updated any further.
You can filter the Second Chance Leads screen to view calls in a selected status. Click the Filter icon and select which status you want to filter on.
On the Open tab, you can filter by New or Lead - Call back attempted.
On the Done tab, you can filter by Job booked by SCL, Job booked elsewhere, Not able to save, or Reviewed - Not a lead.
The screen refreshes to show only calls with your selected status.
Book a job
If you book a job based on an outbound call from the Second Chance Leads screen, the booked job displays in the Done tab.
Second Chance Leads metrics and report
You can view your second chance leads metrics on the Second Chance Leads page.
Use the filter to filter the metrics for the last 7, 30, 60, or 90 days.
The SCLs Booked displays the number of jobs booked as a result of a second chance lead follow-up.
The % Increase displays the percentage increase of booked jobs [second chance leads booked / (inbound calls + second chance leads booked)]
You can create a custom report based on the Calls dataset to view which of your calls are Second Chance Leads. Add the Second Chance Leads key performance indicator (KPI) to have it show as a column on your report.
