Call booking

The Call Booking screen is the primary place CSRs go in order to book jobs as well as create and maintain customer and location records.

Job booking is how you gather the information and book the jobs that are later managed and dispatched. To learn more, see Dispatching.

While on the call, you will also gather updates that ensure customer and location records are accurate. To learn more, see Customer and Service Location Records.

For more on the Job Booking process, watch Job Booking Basics, Job Booking Setup, and The Life Cycle of a Call.

Click call bubbles to associate an incoming call with a CSR. After the call bubble has been clicked, you can track the entire lifetime and impact of the call. If the call leads to a booked job, the call recording is added to the job. If a job isn’t booked from the call, the CSR can classify the call, enabling CSR reporting metrics.

Bookings allows you to review incoming requests for appointments from lead sources like the Web Appointment Scheduler and HomeAdvisor.

With Chat, you can book and manage jobs, have conversations with customers, and manage unwanted communication through the modern, convenient medium of text messaging.

When CSRs follow the correct workflows, the number of misclassified abandoned calls is reduced and your call center metrics are accurate.

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.

• Set up Phone Integration with ServiceTitan to link calls to jobs and have all recordings saved in the system

• Attach tracking numbers to marketing campaigns to report on how each campaign is performing

• Add tag types for calls to add key information to jobs that get booked

• Set up business units to keep jobs organized

• Set up job types to categorize your jobs

• Set up Call Reasons for accurate reporting

These features are not required to use Call Booking but help to make your experience and workflows simpler and more successful. Please contact your success or implementation manager to configure your account.

• Set up Arrival Windows to track the time you promised to customers

• Enable Chat for more convenient communication with customers, including seamless job booking

• Use custom fields to prompt CSRs to answer certain questions and gather specific information for calls and/or jobs

• Set up technician capacity planning so that you can use the open capacity table to decide when to book jobs

• If you would like to allow customers to book appointments online through your company website, set up the Web Appointment Scheduler

• If you use HomeAdvisor, set up the integration so that you can sync ServiceTitan with HomeAdvisor

• Set recall, warranty, and lead job booking guides to provide your CSRs with additional guidance on booking jobs