Presentation/demo video showing how ServiceTitan improves CSR performance for home service companies by integrating phone systems with performance data. Key features: Call Metrics (leads, appointments, booking percentage) and Agent Scorecards tied to recorded calls and job details. Example: a $1M/year shop losing 20–25% of leads could forfeit ~$250,000. The demo highlights a new CSR, Sally, whose unbooked call (caller asked for a price over the phone) is used to illustrate coaching opportunities and how recordings plus metrics enable accountability and revenue improvement.
As the first point of contact between your business and your customers. CSR's responsibility for converting leads to sales, generating appointments makes them vital to the success of a home service company. Servicetitan's industry leading features can be used to lower the barrier to CSR performance and to positively impact their call to appointment conversions. On the dashboard you'll find two features that pertain to your call metrics and the agent scorecard. Because ServiceTitan integrates with your phones, Call Metrics measures leads, appointments, appointments and your booking percentage. That number has enormous value. A one million dollar a year shop that lets 20 to 25% of leads go unbooked is potentially letting $250,000 slip away. Taking steps to keep this percentage high are steps toward increased revenue. Next is the agent's scorecard where you can see which of your CSRs are booking appointments and which are struggling. Several CSRs are performing at above the company average. Unfortunately, Sally is having some trouble. She's new and still not comfortable on the phones. Because service offers you fully integrated solutions to influencing CSR performance, you can drill down to get the information you need to help her improve. On this screen you can see Sally's success metrics, each of her calls, including when it was received, the marketing campaign of origin, call duration and the given job type. Let's drill down further and listen to one of Sally's unbooked calls.
Thank you for calling VA Plumbing and Heating. How can I make you smile today? How much does it cost to have someone come out and look at the toilet in my downstairs bathroom? I'm sorry, but we don't give a price over the phone. You won't give me a price? Why not? Because I'm sorry, but I can't. We just don't give prices over the phone. Then I'll find someone who will.
This caller wanted to be quoted a price over the phone and Sally was not comfortable enough to handle the request correctly. Now that you've heard this call, coaching her to better handle a customer who wants a price over the phone should be easy. You can tell her to ask the caller for specific details about their problem. When the caller can't answer, Sally can suggest having an expert come out who can diagnose the problem and then quote them the fairest, most accurate price. The power of Servicetitan goes beyond simply recording phone calls. What makes Servicetitan unique is that those recordings are tied to agent performance and job details. In just a few clicks of your mouse, you can access both the initial interaction between your CSR and customer and the subsequent results. With that transparency comes measurable accountability that you can use to improve CSR behaviors and impact job bookings for the better.
