Outbound calling

[astroud]

I would like to start a discussion on outbound calling with ST, majority of the posts relate to inbound but outbound is about 75% of what my department does. 

My department makes outbound calls for general maintenance on our products so some customers may have multiple products from our line that require service yearly. I want to get the most out of ST so any info helps. 

Does anyone use ST primarily for outbound calls? 

Where do you get your listings from within ST to make those calls?

Will customers info stack if they have multiple items due for follow up?

Thanks,

Aaron

[JessicaSmith · Accepted solution]

Answering your questions in order:

Does anyone use ST primarily for outbound calls? I would definitely only use ST for outbound calls. You want those recordings saved!

Where do you get your listings from within ST to make those calls? The follow ups tab is my favorite place to find outbound calls to make. I love the idea of having a person whose sole responsibility is the follow up tab- keeping it up to date, dismissing dead opportunities, and following up. You can certainly also create some custom reports to dig for more opportunity

Will customers info stack if they have multiple items due for follow up? They won't, but I like to make it a part of the process to open the customer and look at recent jobs and estimates before I follow up so I know what else we can talk about on the phone to maximize the opportunity.

[hannahka]

Thank you so much!

[joeviars]

How do you measure inbound and outbound call/booking rates.  It seems like the dashboard and marketing analytics only give you conversion rates for inbound calls.

[AlexDukhin]

Joeviars,

I would recommend to run a CSR performance report.  Make sure the CSRs are using the click to call functionality in ServiceTitan.

[joeviars]

Thank you