Use Second Chance Leads as a CSR

Overview

Use Second Chance Leads to help you call back certain types of unconverted leads and turn them into booked jobs.

Who uses this feature

Customer service representatives (CSRs)
Applies to all business types

Feature configuration

The View Second Chance Leads permission is required to use this feature. Please contact the account administrator on your team.

Things to know

Your administrator can send you notifications for Second Chance Leads through notifications in ServiceTitan, email, or SMS. We recommend coordinating with your administrator so you know how you'll be notified about new second chance leads.
If a customer's phone number is linked to a second chance lead in the Open or Cold tab for up to 14 days, a banner on the Job Booking screen indicates that the job is associated with a second chance lead. This helps you get the necessary context to book the job.

Best practices

After you start using Second Chance Leads, make sure to keep the status up-to-date along with notes, so others can see exactly what's going on. For example, if you review a second chance lead and determine that it's a lead but you don't want to follow up, select It's a lead but I'm not going to follow up to help you keep track of the lead. If you realize it wasn't actually a lead, update the status to Not a Lead.
Caution: Only mark a second chance lead as Not a Lead when it genuinely doesn't qualify as a lead, not simply because you choose not to follow up. Incorrectly marking valid second chance leads as Not a Lead can reduce Second Chance Lead's effectiveness in identifying real leads.
Make sure you have a process in place in case you need to leave a voicemail for the customer. What should the outbound caller ID be? What number do you want to leave on the voicemail for the customer to call back?

For example, if you review the second chance lead, call the customer, and leave a voicemail, do you want the customer to call you back directly, call one of your tracking numbers and ask for you, or should any agent be able to help?

Review Second Chance Leads

Go to Call Booking in the main navigation menu.
In the side menu, click Second Chance Leads.
Tip: You can also access the Second Chance Leads screen through an in-app notification if you have notifications turned on. When the notification pops up, click View to go to the Second Chance Leads screen.
The Second Chance Lead screen opens. Calls that need review are in New status.
For the call you want to review, click Review Call. The Call Details window opens displaying the customer's phone number, date and time of the call, the call type, original CSR notes, a summary of the call, and the call transcript.
Note: The transcription summary is generated by Titan Intelligence (TI) and not reviewed by humans. Always verify the accuracy of the recording as necessary.
Read through the summary to get a general feel for the call and determine if it's a lead or not. If the summary doesn't provide enough information to make a decision, play the call recording or read through the transcription.
Tip: You can use Search to look for specific words or phrases used in the call.
(Optional) Add a note to the call. Under Second Chance Leads notes, click Add notes, enter your note, and click the Check icon to save.
Tip: You can click Copy to Customer notes or Copy to Location notes to save the second chance notes to customer or location records.
Choose whether the call is a lead or not:
1. If the call isn't a lead, click Dismiss Call. The Dismiss Call screen opens where you can select why you're dismissing the call. Select a reason and click Dismiss. The screen closes and the call moves to the Done tab on the Second Chance Leads screen. If you selected It's not a lead, the status updates to Reviewed - Not a Lead. If you selected It's a lead, but I'm not going to follow up, the status updates to Lead - Not Following Up, and it moves to the Done tab.
  Caution: Only mark a second chance lead as Not a Lead when it genuinely doesn't qualify as a lead, not simply because you choose not to follow up. Incorrectly marking valid second chance leads as Not a Lead can reduce Second Chance Lead's effectiveness in identifying real leads.
2. If the call is a lead, click Call Customer Back. The customer is called and the status for the call updates to Lead - Call Back Attempted.
After the call, update the status if needed and add any additional notes. If you booked a job for the customer, the status for the call automatically updates to Job booked by SCL, and the call moves to the Done tab.

Update Second Chance Lead statuses

Second Chance Leads automatically changes the status on calls when possible, but there might be times you need to update the status manually. You can manually update the status from the Second Chance Leads screen. The following statuses are available to be manually set:

New: Any calls flagged as a second chance lead have this status by default.
Lead - Not able to save: Update the lead's status to this if it was a lead, but you aren't able to book the job. The call moves to the Done tab on the Second Chance Leads screen.
Lead - Not following up: Select this status if it was a lead, but there is no need to call the customer back. For example, maybe too much time has passed, or the call type is not worth a follow-up despite it being a lead. The call moves to the Done tab on the Second Chance Leads screen.
Lead - Call Back Attempted: When you select Call Customer Back on the Call Details window, the status automatically updates to this. The call remains in the Open tab on the Second Chance Leads screen.
Reviewed - Not a Lead: Select this status when you know the call is not a lead and doesn't need a callback. For example, if a renter calls or the call is about an existing job. The call moves to the Done tab on the Second Chance Leads screen.

The following statuses are automatically set on Second Chance Leads when they're marked as Done:

Job booked by SCL: If you're able to successfully save the opportunity by calling the customer back, the call updates to this status when the job is booked. The call moves to the Done tab on the Second Chance Leads screen.
Job booked elsewhere: Select this status if the second chance lead is created after the call ended but before the agent booked the job. The call moves to the Done tab on the Second Chance Leads screen.

Note: You can't set Job booked by SCL or Job booked elsewhere manually on a lead. Once these two statuses have been automatically added to a SCL, the SCL's status can't be updated any further.

You can filter the Second Chance Leads screen to view calls in a selected status. Click the Filter icon and select which status you want to filter on.