Centralized Contact Center

Overview

With a centralized contact center, you have a centralized call center that can operate with multiple tenants. You can answer calls in Enterprise Hub and book jobs in ServiceTitan. Centralized Contact Center has two different workflows: customers call local numbers for different business locations which are routed to one call center, or customers call national numbers, such as 1-800 numbers, which are routed to one call center.

Things to know

• Call recording works with Centralized Call Center the same way it does for individual tenants in ServiceTitan.        

  Caution: When you answer a national or regional call, the call recording is not saved until you select the tenant. Once selected the entire call records. If the call ends before a tenant is selected, it's not saved.

Use cases

• Have a centralized location for chats, web bookings, and phone calls across multiple tenants and locations

• Allows a centralized group of CSRs to handle bookings for the full group of assigned tenants

• Allows CSRs to answer overflow calls or those that have been in queue beyond allowable time limits

• Allows CSRs to handle bookings outside of normal business hours

• Automatically assigns calls to the respective call bubble

Grant access to Centralized Contact Center

To grant access to a centralized contact center for managers:

1. In Enterprise Hub, click User Management.

   

2. In the Users section, find the user account you want to give contact center permission and check the account Roles.        

   Note: To modify user permissions, you need to edit the permissions of the assigned roles.

   

3. In the side panel, click Roles, and then the role that was assigned to the employee account.

   

4. In the EnterpriseHub Permissions, enable the View permissions for Centralized Contact Center.

   

Centralized Contact Center managers can control tenants that appear to contact center agents. For more information on how to do this, see Manage users in Enterprise Hub.

Note: To use the Phone Call section of the Centralized Contact Center, you need to integrate your company with a certified third-party contact center service.

Grant access to Centralized Contact Center for National and Regional Numbers

To set up the Centralized Contact Center for national and regional number use:

1. In Enterprise Hub, click User Management.

   

2. In the Users section, find the user account you want to give contact center permission and check the account Roles.        

   Note: To modify user permissions, you need to edit the permissions of the assigned roles.

3. In the side panel, click Roles, and then the role that was assigned to the employee account.

   

4. In the EnterpriseHub Permissions, enable the View permissions for Centralized Contact Center Settings.

   

Once permission has been enabled, you'll need to edit your Centralized Contact Center settings.

1. On the Enterprise Hub home screen, click Centralized Contact Center Settings.

   

   Tip: To get to the settings page, you can also click the icon in the top menu, then click Centralized Contact Center Settings.

   

   The Centralized Contact Center Settings screen opens.    

2. In the Centralized Contact Center Settings screen that opens, select how your CSRs will search for the appropriate tenant when they receive a call:        

   

   • ZIP code and trade: CSRs must use both ZIP Code and trade to locate the tenant

   • ZIP code only: CSRs only need to use ZIP Code to locate the tenant

   • None: Neither setting applies and you won't have access to Centralized Contact Center for National Numbers

3. Review the ZIP Codes and trades for the search parameters for your tenants in the Tenant Details list.

   

   If you need to make updates to any tenant in the list, click Open in a new tab to open the tenant's settings in a new tab. If you have made changes to any tenant that aren't reflected in the list, click Sync Tenant Updates.

4. When finished, click Save.

Manage Centralized Contact Center

Your CSRs can perform the following actions in Centralized Contact Center:

• Answer incoming calls

• Answer chats

• Respond to web bookings      

  

  Note: Chat and web bookings are available to everyone by default.

Phone calls

When Centralized Contact Center agents receive and answer a call, a new tab automatically opens with the correct tenant account. They can then navigate to the Bookings page in ServiceTitan.

Note: Centralized Contact Center Agents can only view one active call at a time. They can also view the customer's phone number and name on the screen. If they don't have the customer's contact information, they'll view only the customer's phone number.

If Centralized Contact Center agents accidentally close the browser tab and access the Centralized Contact Center module, they can click Go to Tenant to navigate to the right tenant account.

When they click the Go to Tenant button, they're redirected to the tenant's Booking page where they can manage calls, bookings, and chats.

Manage Centralized Contact Center for National and Regional Numbers

When a CSR answers a call and the tenant is unknown, you are prompted to enter details to locate the tenant.

To find the tenant:

1. Enter the customer's ZIP Code and trade they are calling about, then click Search.        

   Note: If you selected ZIP Code only in Centralized Contact Center Settings, you'll only need to enter the ZIP Code.

   

   The tenants that fit your entered details appear.    

2. Click Enter Tenant to open the appropriate tenant in a new tab.    

      

   Note: When the tenant page opens, the call bubble is automatically selected and the customer's information is automatically populated.

   

   If no tenants are found, click Clear Search and enter new details.

   If you're still on the call and accidentally close the tenant tab, you can click Go to Tenant on the Centralized Contact Center screen to open the tenant again in a new tab.

   

   If you accidentally close the tab before entering the tenant or enter the wrong tenant by mistake, you can click Find Different Tenant to locate the correct tenant.      

    

   Note: If you accidentally close the tab, the button says Find Tenant.

   The Find Tenant screen opens, where you can enter the customer's ZIP Code and trade and click Search to locate the tenant.    

   

   When you enter the tenant, the call bubble isn't automatically selected and the customer's information isn't automatically populated.

Respond to chats and web bookings in Centralized Contact Center

Chats

CSRs can view chats for all the tenants they're responsible for.

In the Chat section, you can view the number of unread chats for each tenant.

Clicking on a tenant's name in the Chat section opens the Chat screen for that specific tenant.

Selecting a chat opens the chat information where you can respond to the customer. Clicking More allows you to:

• Mark as unread

• Close thread

• Block Spam

  

Web bookings

In the Web Bookings section, CSRs can view the number of unbooked web bookings for each tenant.

Note: Centralized Contact Center Agents can't view the web bookings or chat information in Enterprise Hub. They need to click the appropriate tenant to view and edit them.

When you click the tenant's name in the Web Bookings section of Enterprise Hub, you are redirected to the Bookings page for that specific tenant. On the Bookings page, they can answer calls and make bookings.

Want to learn more?

• See TitanExchange in Enterprise Hub

• See Manage tenants in Enterprise Hub

• See Manage users in Enterprise Hub See Rollup Reporting