The Service Operator
Checklist

5‑Minute First‑Response Play for CSRs: Trigger, Touches, and the Callback Queue

A one‑page CSR/dispatcher checklist to install a true 5‑minute first‑response SLA: when the clock starts, what counts as a response, the two‑attempts‑in‑15 cadence with one short SMS, how to log proof‑of‑work in ServiceTitan, where misses go, and the 3‑line weekly report.

Use this desk card on every net‑new inquiry. The clock starts at lead creation (form submit, inbound call start, or LSA ping). Only a human phone/SMS/email attempt counts toward the SLA — auto‑replies don’t. The cadence is two attempts in 15 minutes with one short SMS between. Log every touch. Route misses to a callback queue and clear it daily.

  1. 1

    Start the clock at lead creation

    The timer is T0 when the lead is created (form submit, call start, or LSA ping) — not when you see it. Note T0 on the lead record or a scratch pad.

  2. 2

    Claim the lead and open the record

    Take ownership immediately and open the customer profile/lead card. Enable/monitor real‑time alerts (ring group/desktop pop/Slack or SMS) so new leads can’t sit. After hours, overflow should answer and trigger a human handoff ASAP.

  3. 3

    Attempt 1 by T+5: place a live call

    Dial the number on the lead using local presence if available. If answered, introduce yourself and offer the earliest realistic window. If voicemail, leave a concise 15–20s message with your direct callback number.

  4. 4

    Log Attempt 1 immediately (proof‑of‑work)

    Record the outbound call with the correct reason/disposition. ServiceTitan example: save an Office Activity for the call; set Call Reason = New Lead and an accurate Disposition (Connected / No Answer / Left VM).

  5. 5

    Send one short SMS right after Attempt 1

    Message template: “This is [NAME] at [SHOP]. Just tried you about [SERVICE]. Call/text me at [NUMBER].” Log the SMS activity to the lead/job.

  6. 6

    Attempt 2 by T+15: call again

    Place a second call within 15 minutes of T0. If still no contact, log the true outcome — don’t mark Not a Lead unless confirmed.

  7. 7

    If connected at any point, book or set the next step

    Qualify quickly, create the job/estimate, and lock a time. Send a confirmation text/email from the system and tag the source correctly.

  8. 8

    If not connected after 2 attempts, route to the callback queue

    Put the record into a dedicated queue for saves. ServiceTitan example: mark as Second Chance Lead or add to an Abandoned/Unbooked queue with the right reason code.

  9. 9

    Assign ownership and SLA for the queue

    One person owns the queue each shift (CSR/dispatcher). Work new items within 30 minutes using the same two‑attempts‑in‑15 cadence until contacted or dispositioned.

  10. 10

    Log every touch the same way, every time

    Calls/SMS/emails must be tied to the lead/job as activities. Use accurate reasons/dispositions — mislabels bury saveable leads and hide true booking rates.

  11. 11

    End‑of‑day zero: clear the queue

    Before close, verify all callback‑queue items are booked, scheduled, or have a next attempt scheduled. Escalate urgent LSA/emergency leads that remain.

  12. 12

    Run the 3‑line weekly report (10 minutes, Monday)

    Pull last week’s: (1) % of net‑new leads with a human first attempt ≤5 minutes; (2) average first response time (human only); (3) booking rate on first‑touch callbacks from the queue. Pick one fix for this week (alerts, staffing, scripts, or QA).