The Service Operator
SOP

Missed‑Call Recovery in 15 Minutes — One‑Page SOP (ServiceTitan + Jobber variants)

A shop-floor SOP to recover missed calls and voicemails inside 15 minutes, with ServiceTitan CCP and Jobber+integration variants, scripts, disposition codes, a 10‑minute daily review, a mini scorecard, and A2P/TCPA reminders.

Applies to: any inbound call that hits voicemail or abandons in queue (business hours and after‑hours). For CSRs, dispatch, and the service manager. Goal: a first callback attempt inside 15 minutes, two total call attempts with one short SMS in between, a clear disposition with reason, and a 10‑minute daily review.

  1. 1

    Set the SLA and owners

    • SLA: first attempt within 15 minutes of the missed call/voicemail time. Two call attempts max in that window, with one short SMS in between. Stop if customer replies or books.
    • Roles: CSR/dispatcher owns the record until dispositioned. Service manager owns the daily review and coaching.
  2. 2

    Create a single recovery queue (ServiceTitan CCP variant)

    • Sources to watch: Abandoned Calls and Voicemails (they are separate lists in CCP).
    • Build two saved views: “Abandoned — last 24h” and “Voicemails — last 24h.” Pin both for CSRs.
    • Turn on/confirm voicemail transcription if available; ensure CSRs have access to Call Playback for recordings/voicemails.
    • Smoke test: place a missed call and a voicemail. Both should appear within ~60 seconds. Verify you can click into Call Playback and return the call without leaving the platform.
    • Owner tip: during peaks, assign one CSR as “recovery lead” per hour to keep this queue moving.
  3. 3

    Create a single recovery queue (Jobber variant via integration)

    • Pick an integration that pushes missed calls/voicemails into Jobber as Requests with summary + transcript (e.g., Quo or JustCall). Enable: “Create Request on missed/voicemail,” “Attach transcript/recording,” and “Assign default owner.”
    • Add a Request Type or Tag called “Missed Call.” Create a Saved Filter: Status = New + Tag = Missed Call.
    • Smoke test: call and hang up + leave a voicemail. Confirm two Requests are created with transcript/recording links. Confirm notifications hit the assigned owner.
  4. 4

    Start a visible 15‑minute timer on assignment

    • On any new item in the queue, immediately set yourself as Owner and start a 15‑minute timer.
    • Practical options: a CRM task due in 15 minutes, a simple on‑desk timer, or a team channel emoji timer. Whatever you pick, it must be obvious when the clock started.
    • If no CSR is free within 5 minutes, the service manager (or on‑call lead) takes ownership until the first attempt is made.
  5. 5

    Attempt #1 (phone) — inside 5 minutes

    • Call from the shop line shown in the caller ID.
    • Talk track: "Hi [First Name], it’s [Your Name] with [Company]. Looks like we just missed your call about [issue]. I have the schedule open — do you need a tech today, or is [tomorrow AM/two‑hour window] better?"
    • If voicemail: keep it short and give two options. "Hi [First Name], [Your Name] at [Company]. Sorry we missed you. I can hold [window A] or [window B]. Call or text me at [number]."
    • Log the attempt time on the record.
  6. 6

    Send 1 short SMS (only if your texting is registered and you have consent)

    • Requirements: A2P/10DLC registration complete in your phone/CRM and you have appropriate consent. Store opt‑outs. Stop if the customer replies STOP.
    • Template (keep under 160 chars): "[Company]: Sorry we missed your call re: [issue]. We can do [window A/B]. Reply YES to book or STOP to opt out."
    • Log that the SMS was sent and by whom.
  7. 7

    Attempt #2 (phone) — before the 15‑minute mark

    • If no response after the SMS, place a second call.
    • Talk track: "[First Name], circling back so we can lock a spot. We can do [option A] or [option B]. Which works?"
    • If they answer but aren’t ready, schedule a concrete next step (estimate slot, call‑back time) and disposition accordingly.
    • Log the attempt time.
  8. 8

    Disposition every record with a clear outcome and reason

    • Outcomes (pick one):
      • Booked — Job scheduled
      • Booked — Estimate scheduled
      • Reschedule requested (date/time set)
      • No answer — 2 attempts completed
      • Left voicemail — no callback yet
      • Wrong number / Spam
      • Do Not Contact
    • Reasons (examples to standardize):
      • After‑hours overflow
      • Price‑only shopper
      • Chose competitor
      • Out of service area
      • Mailbox full / no voicemail
      • Emergency resolved
      • Warranty/installer issue
    • Add a 1‑line note: “What unlocked or blocked the booking?”
  9. 9

    Apply suppression/etiquette rules

    • Stop instantly if:
      • Customer replies STOP/UNSUBSCRIBE or asks not to be contacted.
      • They book elsewhere or indicate no further interest.
    • Don’t leave more than one voicemail in this 15‑minute loop.
    • If SMS gets a reply, skip the second call and move to schedule or answer questions.
    • Merge duplicates by caller ID/account match to avoid over‑dialing.
  10. 10

    Prioritize after‑hours the next business morning

    • At open (e.g., 8:00–8:30 AM), work the after‑hours queue first by timestamp.
    • Talk track opener: "Hi [First Name], it’s [Your Name] with [Company]. We saw your call last night about [issue]. We kept [window A] open this morning if you still need help."
    • If you run overflow/answering, pull their transcripts into the same queue so coaching and outcomes live in one place.
  11. 11

    Run a 10‑minute daily review and coach from recordings

    • The manager pulls yesterday’s unrecovered items and a small sample of recorded calls/voicemails (2–3 per CSR).
    • In 10 minutes, cover: time‑to‑first‑attempt, talk‑track clarity, and whether a second attempt/SMS happened.
    • Coach with specifics: what to say in line 1, how to offer two windows, when to stop.
    • Update the reasons list if you hear new patterns; adjust routing if one seat is overloaded.
  12. 12

    Track the mini scorecard (shop‑visible target ranges)

    • Time‑to‑First‑Attempt (median): ≤10 minutes (stretch: ≤5 minutes)
    • Two‑Attempt Completion Rate: ≥80% of missed/voicemail records
    • Recovery Rate (booked out of reachable numbers): set a baseline in Week 1, then +10–20% lift by Week 4
    • After‑Hours First‑Attempt by 8:30 AM: ≥90%
    • SMS Opt‑Out Rate: monitor; if >3% on recovery texts, tighten message length/targeting
    • Top 3 Reasons: reviewed weekly; use to fix upstream issues (routing, coverage, pricing scripts).
  13. 13

    Keep it compliant (read, don’t skip)

    • Register your texting number/program (A2P/10DLC) in your phone/CRM before sending recovery SMS; unregistered traffic can be blocked.
    • Use only one concise, one‑to‑one SMS in this loop and identify your business. Honor STOP immediately and record consent/opt‑out on the customer profile.
    • Verify your use of texting and any automated features with counsel under TCPA/TSR and follow CTIA best practices. This SOP is operational guidance, not legal advice.
  14. 14

    Roll it out this week

    • Print this SOP. Do the smoke tests. Turn on the queue views/filters. Run the loop for 5 business days. Review the mini scorecard next Monday and tune one thing (talk track, staffing hour, or routing).