Call Center

What Call Center KPI may be a silent killer

A KPI May Be Your Call Center’s Silent Killer

Leave a Comment / Call Center, Data Analysis, Home Service Business Owners, Sales /

Do you wonder why you still have open slots on the board even though ServiceTitan shows your CSRs book 91% of the ”leads”? You’re not alone, yesterday one of our clients was wondering about the same misleading KPI. Not understanding ServiceTitan Booking rates might be your call center’s silent killer.  The following is the explanation […]

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Is you call booking rate in servicetitan what you expect

What Your Call Booking Rate Really Means 

Leave a Comment / Call Center, Data Analysis, Home Service Business Owners /

Most ServiceTitanTM clients depend on the software to manage their call centers. The Call Booking Rates reported in their dashboards are used to determine the performance of many call centers and their agents. We even see these numbers quoted confidently by business owners and call center managers.  In ServiceTitan, only leads count; they ignore Excused and

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