Contact Center Pro Onboarding: Use Contact Center Pro as a Customer Service Representative (CSR)

Overview

Start your journey as a CSR by learning the essentials of Contact Center Pro. Learn how to log in, organize your tabs, handle calls, and operate ServiceTitan call bubbles efficiently.

Step 1: Log in to your Contact Center Pro and ServiceTitan accounts

All employees using Contact Center Pro are required to log in through the Enterprise Hub.

Tip: Bookmark the URL to ensure easy access later.

To access Contact Center Pro:

1. Use your credentials to log in to the Enterprise Hub network of your company.

2. In the Enterprise Hub Modules section, select Contact Center Pro to launch it. 

To access your ServiceTitan account:

1. Use your credentials to log in to the Enterprise Hub network of your company.

2. In the Enterprise Hub Modules section, select My Tenants to access ServiceTitan accounts that are assigned to you. 

3. From the My Tenants screen that opens, Sign In to a ServiceTitan account of your choice.        

   Caution: Do not log into ServiceTitan via go.servicetitan.com if you use Contact Center Pro.

Step 2: Manage your browser tabs

To ensure everything works smoothly while using Contact Center Pro and ServiceTitan in your browser, please follow these guidelines:

• Only open one Contact Center Pro tab at a time. Multiple tabs trigger a yellow warning banner.

• If you need to keep ServiceTitan open consistently, like to monitor your dispatch board, keep your ServiceTitan account open in a separate browser window, not in the same window as Contact Center Pro.

• During calls, it's okay to open extra ServiceTitan tabs by clicking Book Job or Customer/Location links. Ensure to close them after each call so Contact Center Pro can automatically select the correct green call bubble in ServiceTitan.

Step 3: Place and receive calls

To handle inbound and outbound calls, Contact Center Pro must be open in your browser. Ensure your microphone and speakers have access to Contact Center Pro. For more details, see Resolve microphone and audio issues in Contact Center Pro.

Inbound calls

There are three main types of incoming calls you may receive:

• Internal Calls: Calls from another employee using Contact Center Pro.

• Direct Calls: If you have a Direct Line Number, someone can call you directly on your personal line.

• Queue Calls: Calls routed through specific workflow queues you're assigned to as an agent. Queues can be tailored to external customer inbound calls or to internal departments like billing, sales, customer service, etc.

In Contact Center Pro, you can answer incoming calls from any screen seamlessly.

• Inbox screen: Incoming calls always appear in the Assigned to you section.

• Other screens: A pop-up displays the caller's name or number and the tenant account they called. You can accept or reject the call directly without leaving your current screen. 

Outbound calls

There are two ways to make outbound calls:

• Within ServiceTitan – Clicking a number in ServiceTitan initiates a call, which can be recorded and linked to customer and job records.

• Within Contact Center Pro – You can call contacts stored in ServiceTitan or dial any number directly.

For now, we strongly recommend all customers to use click-to-call from ServiceTitan records (Follow Ups, Customer Records, Location Records, or any other place where phone numbers are listed in the system).

Step 4: Manage multiple incoming calls

When you're on an inbound Queue call, you won't receive additional calls from any of your Queues. However, you may still get an incoming call if:

• Someone dials your Direct Line.

• Another employee calls you internally.

• A Routing Workflow routes calls directly to you.

If you are on an outbound call, you can still receive incoming calls. If you don't want to receive a call from the call center, set yourself to Unavailable.

Note: Someone could transfer a call to you, or call you directly, and there's no way to stop these at this time.

Step 5: Manage ServiceTitan call bubbles

The call bubble is a visual representation of calls flowing in through Contact Center Pro and ServiceTitan. When you receive a call in Contact Center Pro:

1. Click Accept Call to answer the call. 

2. After the customer information is verified, click Book Job. This opens ServiceTitan in a new tab with the call bubble auto-selected, outlined in blue, and your name displayed as the employee who took the call. 

3. After you book a job, the call is automatically linked to the job.

Note: Answering a call in Contact Center Pro assigns you to the call. You will see your call bubble selected and outlined in blue, with your name on it. Double-check that your bubble is selected before booking a job. If it's not, click the bubble manually to ensure the call links properly.

Caution: Do not click the green call bubble in an attempt to answer a call — always do that through Contact Center Pro. Do not click the call bubble for a call that is not yours already.

Step 6: Classify your calls

If you're using Contact Center Pro, calls should only be classified through Contact Center Pro by clicking Close on the call of your Inbox.

1. On the call bar, click End Call to finish the conversation with the customer.

2. Click Close to close and classify the call. 

3. Select the Call Reason from the dropdown.        

   Tip: Use the search bar to find the appropriate call reason easily.

   Note: Selecting a call reason may not always be necessary. For example, if the call was Booked or Excused, then this step is not required.

4. When you're finished, click Close and classify. 

Note: If you transfer a call to someone else on your team, you can't classify it until the call ends. Clicking Close while the call is still active will cause an error.

Note: Using the Close and classify option in ServiceTitan is discouraged and not supported at this time. You will need to classify the call again in Contact Center Pro.

Want to learn more?

• See Contact Center Pro

• See Call Center Monitoring overview

• See Answer incoming calls in Contact Center Pro