A few things before you start making in-system calls:
We suggest using a headset plugged directly into your computer. This will ensure the highest level of call quality for your customer and also your recording! HERE is a link to the headsets our MoveitPro call center reps use.
You will need to turn your pop-up blocker off before making any in-system calls. HERE is a tutorial page to show you how to allow pop-ups from a site.
Calling the customer
You are able to call the customer from any page of their estimate by clicking on their phone number. Be careful! It will call as soon as you click on the number.
You are also able to call by clicking the number in the related people tab!
Once you connect to the customer, a new tab will pop up! You will want to make all of your changes to the estimate WHILE STAYING IN THE NEW TAB. If you are on the tab with the red recording symbol, navigating to another page will DISCONNECT the call.
While on the call, your options available will depend on if the estimate is open, saved, or booked. First, we will start with an open estimate.
For an OPEN estimate, the call bow flow will be as follows:
While still on the line with the customer, you can either "Save and Book" or Hang Up.
If the customer is ready to book, you select Save and Book. The system will take you through the booking process and create the new event automatically. Once finished booking, all you must do is select Hang Up.
If the customer is NOT ready to book, you will have more options once you select Hang Up:
Once you Hang Up with a customer that did not book, you have three options that will auto-create an event!
You will use the drop-downs at the top of the call to customize your event.
Not Interested will mark them as not interested.
Pending will save the estimate as complete.
Leave Estimate Open will keep the estimate open and editable.
For a SAVED estimate that is not booked:
You will be able to book from the call box. If they are not ready to book, hang up and you will have these options:
Remember to update the drop-downs for your automatic events!
Not Interested will mark them as not interested.
Pending will save the estimate as complete.
For a BOOKED estimate:
Your on-call options are:
Reschedule will take you through the rescheduling process.
Cancel will cancel their move.
Hang up will hang up and the call box will have the following options:
Once you hang up, your only option is to Save Call. Remember to update your drop-down boxes at the top of the call bow for your automatic event!
You are able to listen to all call reviews in the customer's account data!
IN ORDER FOR THE SYSTEM TO SAVE THE RECORDING HERE, THE PHONE NUMBER THAT THE CALL IS RELATED TO MUST BE LINKED TO THE CUSTOMER'S RELATED PEOPLE.
