General 

• Classify during time between calls, Aim for 50 per day. (More is appreciated)
• Make sure to use the New Search Tool in ServiceTitan.
• INBOUND/UNBOOKED calls only, Work from the 1st of the month towards current date.
• Listen to beginning and end of Unbooked calls to determine if it is a lead for future business.
• Please state Company name, # of calls, and date after each classification session inside #turnpoint-classification slack channel. Also mention DONE if you finished that dates call list.
• Ensure you are entering under correct Company TAB inside Classification google Doc.
• Before adding a date as being DONE, please double check all calls have been classified for that date.

  Quick How-to

• Calls lists will be entered beginning of day inside google doc.
• Enter your name and todays date on each call you are classifying. (10 at a time please)
• Copy phone number
• Load up the company you are working on inside Service titan.
• Select options; CALL, UNBOOKED, INBOUND, DATE OF CALL.
• Paste phone number under Caller and press search.
• Listen to call, post results in google doc under related number.

  Special Cases

• If multiple numbers populate, this just means there is more than one call made from this customer

During this day. Work all of the calls.

• If no number populates, this means it has already been classified, remove it from your list and continue.
• If a number has been classified already, remove it from your list and continue.
• If a number shows as 'unavailable' it will need to be found manually by searching all Unbooked calls for that day and going through the list until found.
• We have found calls where it will not allow you to listen to the call, if this happens put in google doc: Excused, Other, Unable to listen to call, No -- Then move to the next call.

   

• If you see this screen, go to next because it has already been classified. 

     

• For additional information Click '?' inside ServiceTitan, search for 'classifying'

 

• Classify all brands, listen to beginning and end of unbooked calls to determine if it is a lead for future business.
• Service Titan classifies a call automatically as a lead after 60 seconds into a call.
• INBOUND calls only.
• Unbooked calls only.
• Work only the current month calls, its Nov. 2 today, so we would classify Nov 1st and Nov 2nd.

• Select appropriate brand in Service Titan (DH, Elmore, H20 etc.)

   

• Click "search icon" on top right of screen.

   

• At this point make sure you are inside the New Search Page. Click "Try our new Search page" 

   

• Select 'Call' on drop down

     

• 'Call Type' will be UNBOOKED and 'Call Direction' will be INBOUND.

   

• Select applicable timeframe, refer to Classification Google doc to see what dates have been completed.

   

• Copy number you are working from Google Doc.

   

• Paste in 'Caller' field.

   

• Click search

   

• Click on headset icon next to customers name.

   

• Listen to call (mostly intro and end) to determine if the call was Unbooked, booked, related to a previous job, or excused. Also if it was a Lead for business. 

   

• If what Service Titan determined was correct, select 'Correct' and move on to the next call.
• If what Service Titan determined was not correct, select 'I'd like to reclassify the call' and move to next step.

   

• (If you select 'I'd like to re classify the call') Select the appropriate option, ensure it shows the 

Correct agents name, and click 'Update'    

• 

No service (that we provide) was asked on this phone call; internal transfer, telemarketer, dropped call, etc.  

• 

Exactly as it states, a service was asked of us (that we provide) and we were unable to book the call; customer wants to call back, no available tech, wanted a phone quote, etc.  

• 

Customer calling back about a previous job, tech eta, cancel appointment etc. (use the phone # the customer called in with to find the job # and attach it here.)  

• 

The agent booked the call, but it was not shown as such for some reason. (use the phone # the customer called in with to find the job # and attach it here.)

• Add all required information to Google Doc.

 

• Rinse and repeat. 

LEAD: A job/booking was asked of us (that we provide) and we were unable to book the call.  

LEAD	No Available timeframe
	Customer wanted a quote
	Customer did not want to pay afterhours/dispatch fees.
	In the middle of a booking and call drops.
	Accepting estimate
	Customer said they need to call back

NO LEAD: No job/booking (that we can provide) was asked on this phone call.  

NO LEAD	Call in about a current job
	Canceled appointment
	Confirm appointment time
	Customer called to cancel appointment
	Dead air / dropped call / Abandoned
	ETA
	File a complaint/talk to supervisor
	Internal Transfer
	Invoice request
	Not the owner of property or home
	Rescheduled for different day
	Tech calling in
	TAB: Classification General (tag) General  Classify during time between calls, Aim for 50 per day. (More is appreciated) Make sure to use the New Search Tool in ServiceTitan. INBOUND/UNBOOKED calls only, Work from the 1st of the month towards current date. Listen to beginning and end of Unbooked calls to determine if it is a lead for future business. Please state Company name, # of calls, and date after each classification session inside #turnpoint-classification slack channel. Also mention DONE if you finished that dates call list. Ensure you are entering under correct Company TAB inside Classification google Doc. Before adding a date as being DONE, please double check all calls have been classified for that date.   Quick How-to Calls lists will be entered beginning of day inside google doc. Enter your name and todays date on each call you are classifying. (10 at a time please) Copy phone number Load up the company you are working on inside Service titan. Select options; CALL, UNBOOKED, INBOUND, DATE OF CALL. Paste phone number under Caller and press search. Listen to call, post results in google doc under related number.   Special Cases If multiple numbers populate, this just means there is more than one call made from this customer During this day. Work all of the calls. If no number populates, this means it has already been classified, remove it from your list and continue. If a number has been classified already, remove it from your list and continue. If a number shows as 'unavailable' it will need to be found manually by searching all Unbooked calls for that day and going through the list until found. We have found calls where it will not allow you to listen to the call, if this happens put in google doc: Excused, Other, Unable to listen to call, No -- Then move to the next call.     If you see this screen, go to next because it has already been classified.        For additional information Click '?' inside ServiceTitan, search for 'classifying'   Classify all brands, listen to beginning and end of unbooked calls to determine if it is a lead for future business. Service Titan classifies a call automatically as a lead after 60 seconds into a call. INBOUND calls only. Unbooked calls only. Work only the current month calls, its Nov. 2 today, so we would classify Nov 1st and Nov 2nd. Full How-to (tag) Select appropriate brand in Service Titan (DH, Elmore, H20 etc.)     Click "search icon" on top right of screen.     At this point make sure you are inside the New Search Page. Click "Try our new Search page"      Select 'Call' on drop down       'Call Type' will be UNBOOKED and 'Call Direction' will be INBOUND.     Select applicable timeframe, refer to Classification Google doc to see what dates have been completed.     Copy number you are working from Google Doc.     Paste in 'Caller' field.     Click search     Click on headset icon next to customers name.     Listen to call (mostly intro and end) to determine if the call was Unbooked, booked, related to a previous job, or excused. Also if it was a Lead for business.      If what Service Titan determined was correct, select 'Correct' and move on to the next call. If what Service Titan determined was not correct, select 'I'd like to reclassify the call' and move to next step.     (If you select 'I'd like to re classify the call') Select the appropriate option, ensure it shows the  Correct agents name, and click 'Update'     No service (that we provide) was asked on this phone call; internal transfer, telemarketer, dropped call, etc.   Exactly as it states, a service was asked of us (that we provide) and we were unable to book the call; customer wants to call back, no available tech, wanted a phone quote, etc.   Customer calling back about a previous job, tech eta, cancel appointment etc. (use the phone # the customer called in with to find the job # and attach it here.)   The agent booked the call, but it was not shown as such for some reason. (use the phone # the customer called in with to find the job # and attach it here.)   Add all required information to Google Doc.   Rinse and repeat.  Lead or No Lead?  (tag) *UNDER REVIEW LEAD: A job/booking was asked of us (that we provide) and we were unable to book the call.   LEAD No Available timeframe   Customer wanted a quote   Customer did not want to pay afterhours/dispatch fees.   In the middle of a booking and call drops.   Accepting estimate   Customer said they need to call back NO LEAD: No job/booking (that we can provide) was asked on this phone call.   NO LEAD Call in about a current job   Canceled appointment   Confirm appointment time   Customer called to cancel appointment   Dead air / dropped call / Abandoned   ETA   File a complaint/talk to supervisor   Internal Transfer   Invoice request   Not the owner of property or home   Rescheduled for different day   Tech calling in   Telemarketer   We do not provide service requested   We do not service Location   Wrong number   HomeServe   If there's a note on account saying Do Not Book or Cannot Book per (billing/etc.) Lead or No? Positive for Covid, no negative test received yet Google Doc Special Case 'Reason' Other - Does not fit in any other category. Add notes. Transfer - Add what department it was transferred to in notes. Home Warranty Company - Add which company in notes. Speak to Request - Add who they wanted to speak to in notes. Need to Discuss - Add what they need to discuss in notes if possible.     Backend Here you will find all the options available to you when classifying. If you come across A option you see commonly that is not on this list, make sure to let me (Ryan) know so I can see about adding it.   STATS Here you will find your real time statistics for the work period. Telemarketer
	We do not provide service requested
	We do not service Location
	Wrong number
	HomeServe
	If there's a note on account saying Do Not Book or Cannot Book per (billing/etc.)

Lead or No?

• Positive for Covid, no negative test received yet