CSRs should always click the associated call bubble when they answer a call. That way, when they book a job, the call gets linked to the job. In case a technician or any other employee wants to listen to what the homeowner’s original problem was, they are able to listen to the call associated with the job.
Additionally, clicking the call bubble ensures that the marketing campaign associated with the call gets automatically associated with the job, reducing human error.
Clicking a call bubble also pulls up the customer’s information if they’re already in your system, allowing you to quickly see the customer’s history. If a job isn’t booked from the call, you’ll be able to select a reason why a job wasn’t booked for reporting purposes.
Owners and managers can use track CSR performance, review and re-classify calls, and check abandoned calls. You can also see how your campaigns are performing and use call reasons to understand why calls aren’t converting into jobs.
Administrators can create custom call reasons, classify each call reason as a lead or non-lead, and associate phone numbers with marketing campaigns. There are other add-on features that can be enabled to benefit your business, like the ability to add custom fields to the Call Booking form and the ability to limit business units and job types based upon selection.