Boost Your Call Booking Rate with These TitanAdvisor Wins

Call booking rates are a critical KPI for any service business, and ServiceTitan’s TitanAdvisor not only helps you optimize them but also increase them.

In a recent episode of the Mastering ServiceTitan podcast—where we get expert advice from power users—Brittany Burgess, Senior Customer Advocacy Specialist at ServiceTitan, shares five key TitanAdvisor wins that can help increase your call booking rate, including:

• Clicking the green call bubble

• Reviewing call recordings

• Following up on unbooked leads

• Analyzing call booking reporting

• Utilizing Second Chance Leads

Increasing call booking rates with TitanAdvisor leads to success with streamlining call center operations, identifying and capitalizing on new opportunities, and growing business profitability.

Ready to learn how to score with these five key TitanAdvisor wins?

1. Ensuring CSRs click the green call bubble

Whenever a call comes in, ServiceTitan users of the basic phones program see a green call bubble pop up on their call booking screen with the customer’s phone number, as well as the customer’s name if they’ve previously used your services.

“Whoever takes that call, they need to click on the green call bubble so they can take ownership of it. And then from there, all of their actions are logged against that call recording,” Burgess explains. “If a job was booked, it gets marked as booked. If not, they can add notes as to why it wasn’t booked.”

It’s super important to track what happens with each call to ensure your call booking rates accurately represent the performance of your CSRs.

“The green call bubble is probably a curse word in some shops… but if you’re not clicking on that bubble, your call booking rate is going to look a lot lower than it is and will require a lot of manual cleanup,” Burgess says.

Clicking the call bubble also helps you track the performance of different marketing campaigns, with each campaign linked to a specific phone number. 

“It’s really important to know, did this call get booked? Not just for call booking rate purposes, but to know if one of your marketing campaigns is working well,” she adds.

Sometimes when CSRs get busy with multiple calls coming in at the same time, they skip clicking on the green call bubble and revert back to writing job information down on Post-it notes, with the idea they’ll book the job later. But that’s not a good strategy, Burgess says.

“If you click on one bubble and start booking the call and another call comes in, just open a new bubble. Your work's going to be saved and you can click back and forth between them to finish your work. You're not going to lose any data by switching to another bubble,” Burgess explains. “It’s just like having another tab open [on your web browser].”

And even if your CSRs know the call is spam or telemarketing, they should always click the green call bubble and report what happened with the call.

“No matter what, you want to click on it and take it through to the end, whether it's booking a job or just marking what happened with the call,” Burgess advises.

>>You earn 2 TitanAdvisor points for setting up tracking numbers linked to marketing campaigns.

>>You earn up to 5 TitanAdvisor points for your percentage of green call bubble utilization.

2. Review call recordings to improve CSR performance

To earn TitanAdvisor points for reviewing call recordings, you must first define your call reasons. What are your reasons for not booking a call?

• Did the customer prefer no dispatch fee?

• Did the customer need services sooner?

• Did the customer just want pricing over the phone?

• Was the call spam or telemarketing?

• Did someone call looking for a job?

“So, you want to think about all of those different call reasons and get those filled in as a lead or as not a lead. And then when your CSRs go to select what happened, they don't have to make that decision. They just pick it from the drop-down menu,” Burgess says.

Once you’ve optimized those call reasons, you can easily review call recordings from the dashboard in the CSR agent scorecard section. You can see exactly what’s happening with all CSR calls, including which ones still need to be classified correctly.

As you review call recordings, Burgess says you’ll be able to spot calls that are classified incorrectly as well as training opportunities to improve CSR performance.

When looking at the CSR agent scorecard and beginning your review process, Burgess suggests checking all abandoned calls first. Then pick one call per CSR and listen to each call for quality assurance purposes. 

“Just go at random, and you want to look at calls that are booked and not booked,” Burgess says. “If you listen to one that was booked, you might hear something that's really great, and then you can reinforce, ‘Hey, what you said on this call was perfect. I want you to do that every single time.’” 

If you discover an unbooked call that didn’t go very well, then you can train and coach CSRs to better address customer objections.

To earn TitanAdvisor points for this section, you must have at least four call reasons set up and active, with at least one of those reasons marked as a lead. Then you must listen and review calls, with the system calculating points based on the number of calls marked correct or classified in the last 30 days divided by the number of CSRs on your account.

If your utilization score is above 4, then you’re doing well. If it’s between 1 and 3, Burgess says, you likely need to listen and review more calls.

>>You earn 2 TitanAdvisor points for setting up call reasons.

>>You earn a maximum of 3 TitanAdvisor points for listening and reviewing calls.

3. Following up on unbooked leads

If you haven’t already done so, make sure to turn on the feature configuration for following up on unbooked leads. Go to your settings and search for unbooked calls turned into leads.

“If your CSR clicks on the green bubble and the call doesn’t get booked, then at the end it will ask them, ‘What happened with the call?’ But if you have leads turned on, you're not just telling what happened with the call, you're actually scheduling yourself to call that person back at whatever date you deem necessary,” Burgess explains.

Your potential customer may be going out of town and want to schedule the appointment for next week, or an undecided customer may not have understood the value of your services on the first try.

“That one is super helpful to just make sure you're capturing all of those dollars, because think about how expensive it is to get the phone ring,” Burgess says. “Sometimes it costs $500 per lead. So, if you're just letting that slip through the cracks, that's a lot of money wasted.”

>>You earn 2 TitanAdvisor points for setting up this feature configuration.

>>You earn a maximum of 4 TitanAdvisor points for utilization. 

4. Analyzing call booking reporting

To earn TitanAdvisor points for reporting, you must run reports at least once every 30 days on the number of hold reasons and the number of cancel reasons.

To set this up, just think about why a job would go on hold or get canceled. Maybe you’re waiting for a part to arrive or you’re trying to secure a permit for a new install, or the customer just decided to hire another contractor.

“Definitely sit down and delineate what those reasons are, and then also create an SOP (standard operating procedure) so your team knows what the differences are,” Burgess says. “Should that call booking actually have been put on hold, or maybe it should have just been canceled?”

Analyze the reporting to assess why jobs are being canceled and see if you can spot any common trends. 

“If it's a trend you can fix and train on, you should. But a lot of people don't even know. They don't know why their jobs are getting canceled,” Burgess says. “You pay so much money for the phone to ring. You want to be able to see that job through all the way to the end and get all of your ROI on that lead.”

Every call marked as “on hold” lands at the bottom of your dispatch board in the jobs tray. So be sure to check these calls every day to see whether they can move to the next step.

 >>You earn 2 TitanAdvisor points for setting up your hold reasons and your cancel reasons.

>>You earn 4 TitanAdvisor points for running reports on holds and cancels.

5. Utilizing Second Chance Leads

When ServiceTitan initially made Second Chance Leads available, users could only access it through Phones Pro. Now, Second Chance Leads are available as its own add-on feature for ServiceTitan users.

Powered by TitanIntelligence, this AI feature is meant to help your CSRs, not replace them, Burgess says.

“What it does is, it listens to those calls, and if there's one that’s not booked into a job, and it was a really easy opportunity based on what we've trained it to believe, it will immediately tell you, ‘Hey, this was a really good opportunity. Someone whiffed on it. You might want to call them back,’” she explains.

Analyzing the calls in real time allows you to take action more quickly, which often results in booking that customer’s job.

“It's a really good way of catching those calls because often when you're listening to those calls, it's a day later. It's too late to do anything about it,” Burgess says. “With Second Chance Leads, not only are you saving a viable lead, but you just made that customer realize they're really important to you because you called them back so quickly.”

As a bonus TitanAdvisor win, Burgess suggests incentivizing your CSRs to book more calls by offering a bonus plan for extra pay.

“Maybe they get $5 for each job they book. Maybe they're getting $10 per membership they sell,” Burgess says. “Just look at the different things you expect of them and see if there's a small dollar amount you can add to each one.”

You can find this interview and many more by subscribing to Mastering ServiceTitan on Apple Podcasts, on Spotify, or here.

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