Home Services: Appointment Opportunity - Humanatic Category Home Services Appointment Opportunity Complete Guide

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Home Services: Appointment Opportunity

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The purpose of the category Home Services: Appointment Opportunity is to determine if a call represented a new opportunity for a service appointment.

Here are the options:

Appointment set for a date within one week

  • Select this option if an appointment was set for a date within one week
  • Select this option if more than one appointment was set during the call and any of the appointments were set for a date within one week
  • If more than one appointment is set during the same call, an appointment set within one week should trump all other appointment times.
  • Example: "We have your first appointment set for tomorrow, and we have a second appointment set for Friday in two weeks."

Appointment set for a date later than one week

  • Select this option if an appointment was set for a date later than one week

Appointment opportunity but no request

  • Select this option if services / pricing / business opportunities were discussed, but neither agent nor caller requested or mentioned an appointment.

Not set: follow-up needed

  • Select this option if either side needs to make a follow-up call before an appointment can be set

Not set: estimate or quote service declined

  • Select this option if the caller declines to receive an estimate or quote service

Not set: price objection

  • Select this option if an appointment is not set because of price

Not set: schedule / calendar availability

  • Select this option if an appointment is not set because there wasn't an available spot on the calendar that met the needs of the caller

Not set: service not available / outside of service area

  • Select this option if an appointment is not set because the business does not offer the service requested
  • Select this option if an appointment is not set because the service requested is outside of the service area

Not set: other / no reason given

  • Select this option if an appointment is not set for any other reason not listed here or if no reason is given

Correction: not about service / pricing / potential new appointment

  • Call is not about a new or existing appointment
  • Call is a general discussion that does not represent a business opportunity
  • Caller is a current employee or technician not discussing services, pricing, or an appointment
  • The caller is calling about business hours only
  • The caller is calling about employment opportunities
  • No service, pricing, or potential new appointments were discussed
  • This call was about a existing / upcoming appointment
  • Audio only consists of dial tone, fax machine, or other sounds
  • Audio is unclear because it is a garbled or distorted recording
  • Call is only a few seconds in length and contains no clear audio or conversation
  • Call consisted of music from start to finish
  • Call connection is lost during conversation
  • Call consisted of perpetual ringing from start to finish
  • Caller hung up during an after hours greeting or other business recording
  • Caller hung up during the bridge greeting
    • A bridge greeting is a recorded message that answers the phone and offers a menu such as "For sales press 1, for service press 2, for parts press 3"
  • Caller reached an answering machine but did not leave a voicemail message
  • Caller reached an answering machine but the mailbox was full
  • Caller reached an answering machine but the recording contained no words
  • Caller did not connect to the intended individual or a qualified employee and ended the call without leaving a live message
  • Caller was unable to be connected to the desired department and no message was left
  • Select this option if the caller has the wrong number
  • Select this option if the receptionist or agent answers, but the caller is not on the other end of the call
Unfamiliar Language
  • This option is found at the base of the audio bar
  • Select this option if the call is in any language that you are unfamiliar with and unqualified to review.
  • This option is not intended for calls that contain no spoken words.

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