CSR Downtime

[bfoster]

What are your best practices for what your CSRs do when they are not on the phones? Thanks so much for your thoughts!

[jmoutray · Accepted solution]

I have my girls hand write thank you cards, classify calls, send GLSA reviews, update campaigns/age of equipment, etc. Hope this helps! 

[jamied · Accepted solution]

Outbound calling, clearing abandoned calls, taking courses in the academy.

[bfoster · Accepted solution]

Taking courses in the academy...great idea.

[asnow · Accepted solution]

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. 

[david-powers · Accepted solution]

Hand write thank you cards, train and role-play, and listen to and score their own calls.

[bfoster]

Thanks @asnow this is helpful.  I will read over the linked article.

[wch_alex]

I would say the best thing to have them do is either outbounding or followup.

[jamied · Accepted solution]

Outbound calling, clearing abandoned calls, taking courses in the academy.

[bfoster · Accepted solution]

Taking courses in the academy...great idea.

[jmoutray · Accepted solution]

I have my girls hand write thank you cards, classify calls, send GLSA reviews, update campaigns/age of equipment, etc. Hope this helps! 

[bfoster]

Thanks this is helpful.