Understanding ServiceTitan Vocabulary: Call BookingLast updated on 03/22/2022
Understanding calls vocabulary
When is this term used?
What this triggers in ServiceTitan
A customer calls in who intends to hire someone (the lasts over 60 seconds). This is a call lead.
The call is classified as a lead.
The CSR books a job. The lead is now a booked call.
When the CSR books a job, this will positively impact the Call Booking Rate (% Booked) for the company and the individual CSR.
A CSR answers a call but forgets to click the incoming call bubble in ServiceTitan. This is an abandoned call.
This means there is no CSR attached the call. When a call has been abandoned, the call cannot be attached to appropriate customer or relevant job, nor will the call be properly accounted for in CSR conversion rates, call reporting, or any call-related KPIs.
A CSR answers a call lead, but no job is booked. This is an unbooked call.
Unbooked calls will have an impact on the CSR call booking rate (CSR conversion rate).
A call comes in from UPS. Or, someone calls in with a wrong number.
These are excused calls.
You can set up call reasons that will automatically excuse calls as "not a lead." The office manager (or someone with permission) can also manually excuse a call using the Unbooked Calls section of the dashboard.
Important Note: Any excused call lasting more than 60 seconds must have the proper call reason applied, or the manager will have to manually excuse the call. If excused calls are not correctly handled, this will throw off your call booking metrics and count against CSR conversion rates.
Important note: Some features may not be currently included in your account and additional configuration may be required. Please contact technical support for details.