Goal: Book qualified jobs for our technicians

Process Overview

When a call comes in CSRs engage in a 4 step process to engage the customer, qualify the opportunity, capture information about the job and dispatch a tech. We break it down as follows:

1. Engage
2. Qualify
3. Book
4. Dispatch

Here is a video that shows the process, further steps are below:

https://www.loom.com/share/749754701d374197842fa6807ebf870a

Process Steps in Detail:

Engage: make them feel at ease

The goal of the initial step is to establish a friendly tone and help the customer know that All Dry is a reputable provider with 10+ years experience and here to help

Steps

1. Pre-work: Know the next 3 available appointment time slots before each call so you can offer it to the customer quickly and efficiently.
2. Have the calls tab open on the computer
3. Click on the green call on calls tab
4. Answer the phone using a headset