Best Practices

The Golden Rules

  1. Read the summary first - Saves time
  2. Stay active - Avoid timeout
  3. Document everything - Help the next agent
  4. Escalate when needed - Don't struggle alone

Before You Start

Set Up for Success

  • ✅ Use Chrome, Firefox, or Edge
  • ✅ Close unnecessary browser tabs
  • ✅ Have a headset ready for calls
  • ✅ Find a quiet space
  • ✅ Check your internet connection

Working on Tasks

When You Claim a Task

First 30 seconds:

  1. Read AI summary - Understand what customer needs
  2. Check sub-tasks - Your action checklist
  3. Review conversation - What's already been said

Then: Contact the customer.

Stay Active

The system times out after 2 minutes of inactivity.

Keep active by:

  • Moving your mouse
  • Typing notes
  • Updating sub-tasks
  • Making calls (protected during calls)

Take Notes

Write notes as you work:

  • What you discussed
  • What was agreed
  • Customer's mood
  • Any special requests

Good note example:

Called customer. Scheduled HVAC for Tue 2PM. Customer happy. Requested morning confirmation call.

→ Adding Notes

Communication

Before Calling

  • Have customer info open
  • Know what you need to discuss
  • Have availability/pricing ready if needed

During Calls

DoDon't
✅ Listen first❌ Interrupt
✅ Speak clearly❌ Rush
✅ Take notes❌ Use jargon
✅ Confirm details❌ Guess

Call or Text First?

Check preferred contact method. If not listed:

  • Text first (less intrusive)
  • Then call if no response

Handling Difficult Situations

Customer is Angry

  1. Let them vent
  2. Say "I understand your frustration"
  3. Apologize
  4. Offer solution
  5. Escalate if needed

→ Customer is Angry

You Don't Know the Answer

  1. Don't guess!
  2. Say "Let me find out for you"
  3. Research or ask supervisor
  4. Call back with answer
  5. Or escalate if complex

When to Escalate

  • Customer asks for manager
  • All complaints
  • Beyond your authority
  • Complex billing issues
  • You've tried and can't resolve

→ How to Escalate

Closing Tasks

Choose the Right Reason

SituationClose Reason
Scheduled appointmentBooked Job
Answered their questionProvided Information
Customer declined priceFee Not Accepted
Can't reach after 3+ triesUnsuccessful Contact
Outside our servicesService Not Offered

Before Closing

  • ✅ Add a final note
  • ✅ Check off completed sub-tasks
  • ✅ Select correct close reason

Dos and Don'ts

Do ✅

  • Read summary before acting
  • Document everything
  • Stay active
  • Be professional and friendly
  • Escalate when needed
  • Confirm details with customer

Don't ❌

  • Claim multiple tasks
  • Leave tasks open overnight
  • Guess answers or prices
  • Make promises you can't keep
  • Ignore inactivity warnings
  • Take it personally when customers are upset

Performance Tips

Be Efficient

  1. Read summary first (saves questions)
  2. Have info ready before calling
  3. Complete sub-tasks as you go
  4. Close tasks promptly

Build Good Habits

  • Refresh knowledge regularly
  • Learn from difficult situations
  • Ask for feedback
  • Stay positive