Operations
Route service calls and install leads to the right team
Use the request type to send each caller to the right team. Keep new installs, service work and open-job questions apart.
Ask whether the caller needs a new install, help with an existing unit or an update on an open job. Send the request to the right named team with the facts and agreed contact route.
Count these needs apart. A real service request is not spam just because it does not belong in new-install sales.
On this page
Ask what the person needs today
Ask a plain first question. Is this for a new unit, an old unit or an open job? Let them explain if none of those fits.
Do not make them know a trade term. If the need is unclear, ask a trained person to check it. The office should not guess the cause of a fault from a short note.
Build a small routing card
Write the actual team and contact for each type. Include a backup for days off. Check the card when staff or service scope changes.
Only list work your firm does. If you cannot help, say so. Do not promise another firm’s work. Do not share the caller’s details unless they agree.
Keep the request with the handoff
Send the caller’s words and the contact choice already given. Add the job reference if one exists. Confirm the next team can see the note.
Giving out a number does not finish the handoff. Where your process allows, check that the next team has taken the request.
- Request type noted.
- Right team chosen.
- Known job reference added.
- Next step explained.
- Receiving owner named.
Handle one caller with two needs
A person may need service for one unit and a quote for a different home. Do not force both needs into the first box staff chose.
Keep the person linked to both jobs without calling the service task a second new-install lead. Tell the caller which team will handle each next step.
Keep the counts useful
Count new-install inquiries apart from service calls and existing-job questions. Do not mark every service call as spam or as an install sale.
Review wrong-team calls for a pattern. If your page suggests services you do not offer, fix the wording. If the page is clear but staff route calls poorly, fix the card and train the handoff.
Sources and further reading
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