Hi! Thanks for asking this question! When CSRs are not taking inbound calls, they should be making outbound calls to book additional appointments to help you meet your desired number of booked jobs. Outbound calls can include happy calls, follow up calls, idle accounts, recurring services, and expired membership calls, etc. We did a great outbound call webinar a few months ago, and added these tips to our contractor playbook linked here.
In addition to outbound calling, use the strengths of your CSRs to assist with other office tasks: permits, warranties, rebates, referrals, financing, or other office duties that will help them cross-train and learn more workflows in the office.
Also, I LOVE having CSRs do ride-alongs with technicians to experience a service call/ maintenance call, etc. It's a great learning experience, and provides industry context for the CSR.
