Inbound Calls

1. Purpose

This section outlines how to handle inbound calls to deliver a professional, five-star experience every time. It covers preparation, standards, call flow, discovery, booking, objection handling, compliance, logging, QA, and reporting.

  1. Preparation & Mindset
  2. Call Handling Standards & SLAs
  3. Recommended Call Flow
  4. Discovery Questions (Cheat Sheet)
  5. Product & Pricing Knowledge
  6. Holds, Transfers & Voicemail
  7. Logging, Dispositions & ServiceM8 Actions
  8. Objection Handling & Common Scenarios
  9. Compliance, Consent & Privacy
  10. Quality Assurance (QA) & Coaching
  11. Metrics & Reporting
  12. Handy Micro-Scripts (Placeholders)

2. Preparation & Mindset

  • Be ready: Headset working, phone app available, Teams open, ServiceM8 open (Dispatch Board & Client/Job search tabs).
  • Environment: Quiet space, no background noise. Smile before answering — tone carries.
  • Mindset: Own the call end-to-end. One contact resolution where possible. “I will sort this for you.”
  • Notes & tools at hand: Postcode/zone map, service list, current promos, escalation contacts, payment options.
Prep Item How to Check Why It Matters
Audio & Phone Test call; volume mid-high Clear sound prevents repeats and frustration
ServiceM8 Logged in; search works Fast booking and accurate records
Teams Status Available; key channels pinned Quick internal help & warm transfers
Knowledge Open product FAQs & zone sheet Confident answers without delay

3. Call Handling Standards & SLAs

  • Answer speed: Within 3 rings / ~15 seconds.
  • Greeting: Company name + your name + help offer.
  • Hold time: Max 60 seconds total; check-in every 30 seconds.
  • Callbacks: If missed call or voicemail, return within 10 minutes.
  • First Contact Resolution (FCR): Aim to quote, book, or resolve on the same call.
  • After-Call Work (ACW): Wrap notes and ServiceM8 updates within 2 minutes.
Standard Target If Not Met
Answer Speed ≤ 3 rings Apologise for wait; prioritise resolution
Hold Duration Check-in ≤ 30s; total ≤ 60s Offer callback with confirmed time window
Callback ≤ 10 minutes Escalate to team lead if delayed
ACW Completion ≤ 2 minutes Flag backlog in Teams channel

4. Recommended Call Flow

  1. Answer & Warm Greeting: “Good morning, Pro Pest Control Brisbane, this is [Name]. How can I help?”
  2. Identify & Authenticate: Name, phone, email, address/suburb; search existing client in ServiceM8.
  3. Discover the Need: Issue, pest type, timeline, property details, urgency, safety concerns (children/pets).
  4. Educate & Set Expectations: Brief on service steps, preparation, access requirements, typical duration.
  5. Recommend & Quote: Match service to need; provide price range/estimate (or book inspection if required).
  6. Close & Book: Offer next available time in correct zone; confirm window; capture preferences.
  7. Summarise & Confirm: Recap time, service, price/estimate, prep steps; confirm SMS/email confirmation.
  8. Log & Wrap: ServiceM8 notes, tags (e.g., FLEX, PETS), attachments; send confirmation.
Step Key Phrases What to Capture
Greeting “How can I help today?” Name, callback number
Discovery “Where are you noticing activity?” Pest, area, severity, timing
Recommend “Based on that, our [service] is ideal because…” Service type, prep notes
Quote “That’s typically from $X–$Y depending on…” Price/estimate, inclusions
Book “I can do [Day, Window]. Does that suit?” Time window, access, pets
Confirm “I’ll send an SMS/email now.” Email/SMS preference

5. Discovery Questions (Cheat Sheet)

  • Property: House/townhouse/unit? Bedrooms? Access limits (gates/codes)? Parking?
  • Pest/Issue: Which pest? Where seen? Since when? Any treatments tried?
  • People & Pets: Children, elderly, pets? Any allergies/sensitivities?
  • Timing: Urgent? Preferred days/times? Flexibility?
  • History: Previous treatments with us or others? Warranty/retreatment?

6. Product & Pricing Knowledge

  • Know core services, inclusions/exclusions, approximate durations (see Scheduling section for durations).
  • Review current pricing on the website: https://www.propestcontrolbrisbane.com.au/ (use latest published rates).
  • Understand bundling (e.g., RPC + TI), common add-ons (rodent stations, external barrier), and seasonal promos.
  • Never promise non-standard pricing without approval; if unsure, place on brief hold and check, or offer a rapid callback.

7. Holds, Transfers & Voicemail

  • Hold: Ask permission; explain reason; offer callback option; check-in every 30s.
  • Warm Transfer: Confirm availability on Teams; brief colleague; introduce the client; stay until handover is confirmed.
  • Voicemail: Last resort; set clear expectation: “We’ll call you back within 10 minutes.” Then own the callback.
Scenario Action Exact Language
Need to check pricing/policy Offer brief hold or callback “May I place you on a brief hold while I confirm that, or would you prefer a callback in 10 minutes?”
Transfer to tech/ops Warm transfer via Teams “I’ll introduce you to [Name] who specialises in this. One moment while I bring them in.”
No answer from target Callback promise “[Name] is assisting another customer. I’ll have them call you within 10 minutes — what’s the best number?”

8. Logging, Dispositions & ServiceM8 Actions

Every call must be logged in ServiceM8 (existing job or new client/job). Use consistent dispositions so reporting is accurate.

Disposition Definition Next Action ServiceM8 Steps
Booked Appointment scheduled Send confirmation (SMS/email) Create job → assign tech/zone → add notes/tags → save
Quote Sent Price provided via email/SMS Set follow-up Create job/quote → attach quote → task/reminder (24–48h)
Info Only General enquiry answered Send brochure/links Client note → add tag INFO
Escalation Needs supervisor/tech Warm transfer or callback Flag in Teams; add job note “ESCALATION”
Voicemail Left Customer unavailable Callback within 10 min of return Task for callback; note time

Capture in Notes (minimum): Caller name, phone/email, address, pest/issue, urgency, access, pets/children, preferred windows, quoted price/estimate, promises made.

9. Objection Handling & Common Scenarios

Objection / Scenario Goal Suggested Response
“That price is high.” Reinforce value, options “Totally understand. Our price includes [key inclusions] and a warranty period. If you prefer, we can start with [smaller scope] or bundle with a termite inspection for better value.”
“I need the earliest time.” Offer soonest & flex “Soonest is [day/time]. If you’re flexible by a couple of hours, I can prioritise your area run and let you know if an earlier slot opens.”
“Chemicals near kids/pets?” Safety & prep “We use APVMA-approved products and advise simple precautions: ventilate, keep kids/pets away until dry. I’ll include prep notes in your confirmation.”
Warranty/retreatment demand Set expectation “We’re happy to help. Retreatments are scheduled Thursdays in 15-minute slots to ensure efficiency and fairness. I can place you in the next available window.”
Complaint/angry caller De-escalate “I’m sorry you’ve had this experience. I’ll take ownership and sort this. May I confirm your details so I can review your job and get a solution today?”

10. Compliance, Consent & Privacy

  • Recording notice: If applicable, advise that calls may be recorded for quality and training.
  • Privacy: Never disclose client info without verifying identity. Use data only for service delivery.
  • Medical/Safety: Do not give medical advice. For exposure concerns, advise to follow SDS guidance and contact a medical professional; escalate internally.
  • Do Not Call: Honour DNC requests immediately; update contact preferences in ServiceM8.

11. Quality Assurance (QA) & Coaching

  • Self-check: Clarity, pace, empathy, solution focus, accurate notes.
  • Call reviews: Team lead samples calls weekly for coaching. Action items posted in Teams.
  • Calibration: Monthly calibrations to align on standards and scripts.
QA Item What “Good” Looks Like Score (1–5)
Greeting Answered ≤3 rings; warm, clear
Discovery Structured questions; captured essentials
Recommendation Right service; set expectations
Close/Booking Offered slots; confirmed details
Notes/ACW Complete, clear, timely updates

12. Metrics & Reporting

  • FCR (First Contact Resolution) — % resolved on first call.
  • Conversion Rate — Calls to bookings/quotes sent.
  • AHT (Average Handle Time) — Talk + hold + ACW.
  • Abandon Rate — % of missed/abandoned calls.
  • Callback Compliance — Within 10 minutes.
Metric Formula Target
FCR Resolved on first call / Total calls ≥ 75%
Conversion Bookings or quotes sent / Sales enquiries ≥ 60%
AHT (Talk + Hold + ACW) / Calls handled Monitored
Callback Compliance Callbacks ≤10 min / Callback requests 100%

13. Handy Micro-Scripts (Placeholders)

Full script to be inserted when available. Until then, use these short prompts.

 

 

The Wow Factor Closes