Home Services Live Conversation

Note This Category connected and not connected calls are different from inbound

Answering services that handle a business opportunity by receiving the caller’s information and service needs, and promise a call back from a dispatcher, technician, or business employee to book an appointment, are considered connected calls and should be reviewed accordingly.

this category have 4 options

1: Live conversation about service / pricing / potential new appointment

• new appointment opportunity/Chances also
• discusses service they are interested
• asks price of service
• asks availability of a service
• Caller asks about specific details of a service
• Caller asks for a price quote
• Agent needs to check to see if that service is offered

2: Live conversation about an existing appointment

• discusses an upcoming existing appointment
• discusses an appointment that is currently taking place
• rescheduling an existing appointment
• Caller cancels an existing appointment

3: Live conversation not about an appointment

• The call is not about a new or existing appointment
• The call is a general discussion
• Caller is a current employee
• Caller is a technician
• calling about business hours
• calling about employment/Job opportunities
• only asking for directions
• only trying to sell something

4: Caller never connected to a live, qualified agent

Select this option if:

• The call never connected to the intended person, a qualified agent, or an answering service agent that was able to handle the call
• Remember: Answering services that handle a business opportunity by receiving the caller’s information and service needs, and promise a call back from a dispatcher, technician, or business employee to book an appointment, are considered connected calls and should be reviewed accordingly.
• reached voicemail
• caller was left on hold
• call connection was lost
• wrong number
• The audio is unclear
• The call is only a few seconds in length
• consist of music from start to finish
• perpetual ringing from start to finish
• caller hung up during an after hours greeting or other business recording
• The caller hung up during the bridge greeting
• The caller was offered the option of leaving a message with an unqualified employee but declined to leave a live message

Unfamiliar Language

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.