Second Chance Leads

First, determine who in your office should get access to reviewing Second Chance Leads and grant those people the appropriate permission. They are the ones listening to the call recording and determining if they should be followed up on. Then, determine if you want those people to also be the ones calling the customer back, or if you want the original call-center agent or someone else on the team to call them back. Our recommendation is that the person making the outbound call should be someone who is skilled at demonstrating your company’s value over the phone, can overcome objections, and is a strong closer. Inside sales skills are a huge plus.

Second, determine how quickly you want your team to act on the Second Chance Leads that are created. Configure how your chosen team members want to get notified of Second Chance Leads – in-app notification, email, or SMS. In most cases, the faster you follow up on them, the more likely you are to save that call. The longer you wait, the higher the chances that the potential customer found another service provider to do the work.

Note: If you find that you are getting many Second Chance Leads in a given day, determine if you want to follow up on each one, or if you need to decide which types of Second Chance Leads your company would like to prioritize calling back, and in what timeframe.

Third, make sure you have a process in place in case you need to leave a voicemail for the customer you just called back. What should the outbound caller ID be? What number do you want to leave on the voicemail for the customer to call back on? For example, if Steve reviews the Second Chance Lead, calls the customer, and leaves a voicemail, do you want the customer to call Steve back directly, call one of your tracking numbers and ask for Steve, or should any agent be able to help? See Configure Caller ID in ServiceTitan and Change your caller ID in Phones Pro for more information.

Fourth, once you start using Second Chance Leads, make sure to keep the status up-to-date along with notes, so that others can see exactly what’s going on. For example, If you review a second chance lead and determine that it is a lead but you don’t want to follow up, selecting It’s a lead but I’m not going to follow up will help you both better keep track of your leads and help us train the model for future iterations. If you realize it wasn’t actually a lead (like a renter called in), update the status to Not a Lead.

Note: After a Second Chance Lead has been generated for a given call, we won’t generate another Second Chance Lead for that same phone number for 14 days. This is to ensure that you don’t have duplicate Second Chance Leads in cases where the customer calls back multiple times for the same issue, and in the case where they’re calling back in response to a voicemail you may have left trying to save the job.

• To get a high level of precision using Titan Intelligence, VoiceAI must be enabled on your Phones Pro account. If transcription is not enabled, Second Chance Leads will not be generated. You need to turn on Voice Intelligence at the company level as well as any call centers/departments/offices that are used to answer calls. See Dialpad Ai for more information and setup instructions.