The 10‑Day CSR Ramp Kit (Home Services) — Scorecards, Scripts, and Daily Drills

Print this and stick it by the phones. Do these in order.

One‑page ramp checklist (10 business days)

• Day 0 (prep): Turn on call recording. Set/confirm dispositions (ST Call Reasons with “Is Lead”; or your call‑reason list). Create simple QA form (5 items, 1–5 each). Schedule a 15‑minute daily coaching slot for the next two weeks. Print the talk tracks.
• Day 1–2: Shadow all day. Pull 10 recorded calls and score with the QA form. Debrief what “eligible lead” means in your shop.
• Day 3–5: Daily drills (5 reps each): opening, verify, problem basics, minimum/diagnostic fee, availability windows, deposit, ‘not a fit’. Take 5 supervised live calls/day. Log and tag every outcome.
• Day 6–7: Handle 15–20 live calls/day with whisper coaching. Targets: QA ≥80; answer time median ≤30–45s; clean tags.
• Day 8–9: Independent on standard calls. Coach reviews 10 calls/day. Targets: QA ≥85; booking rate trending to target tier for eligible calls.
• Day 10 (graduation): 25 calls handled; QA ≥85; zero tag errors; same‑day follow‑ups logged. Promote to full queue access.

Daily review (10–15 minutes)

• Look at yesterday’s: booking rate on eligible calls, answer time median, QA average, 2 quick wins, 1 fix.
• Listen to 2 clips together (1 booked, 1 not). Re‑drill the weakest talk track 3 reps.

Targets (use ranges, not absolutes)

• Answer time: ≤30–45s median during business hours.
• QA score: ≥80 by Day 5; ≥85 by Day 10.
• Booking rate definition: booked jobs ÷ eligible inbound leads (per your “Is Lead” criteria).

Hire to what the job actually demands. Score each trait 1–5 during the screen and test call.

Traits to test (with quick methods)

• Typing speed (goal 45+ wpm): 3‑minute online test during the phone screen.
• Listening/recap: After a 45‑second scenario, candidate gives a 2‑sentence recap with name, problem, next step.
• Pricing confidence: States your diagnostic/minimum cleanly, without apologizing.
• Objection handling: Defuses “price‑only” and “no availability” without sounding defensive.
• Calm under volume: Keeps notes straight when interrupted; finishes verify → qualify → book.
• Tool comfort: Navigates call screen, notes, and tags; basic tabbing/copy‑paste.

Scorecard (1–5 each; total 30; pass ≥22)

• Typing & notes: [1] struggles, unreadable notes → [5] 45+ wpm, clean structured notes.
• Listening/recap: [1] misses basics → [5] accurate, concise, names next action.
• Pricing confidence: [1] hedges/apologizes → [5] clear fee, ties to value.
• Objection handling: [1] debates price or gives up → [5] redirects to diagnose + window.
• Calm under volume: [1] flustered, loses place → [5] steady, follows flow.
• Tool comfort: [1] clicks randomly → [5] smooth navigation; tags selected correctly.

Green flags

• Reads back addresses and windows without prompting.
• Uses simple language (“diagnose,” “window,” “apply the fee”).
• Takes ownership lines (“Here’s what I can do for you today…”).

Total time: 30 minutes. Use a timer. Capture scores live on the scorecard.

Agenda

• 0:00–3:00 — Intro and job reality: fast phones, firm windows, clean notes.
• 3:00–10:00 — Background questions (pick 6–8):
  • Tell me about a double‑booked day you handled. What did you do first?
  • How do you keep names/addresses straight when calls stack up?
  • A customer asks for a price over the phone. What do you say?
  • What’s your approach when today’s last window is gone but the caller wants today?
  • Describe a time you had to deliver a policy the customer didn’t like.
  • Have you worked in medical/dental front desk, retail returns, or dispatch?
• 10:00–18:00 — Mini role‑plays (3 minutes each):
  • RP1: Inbound no‑cool AC. You must verify info, state the diagnostic/minimum, and offer two windows.
  • RP2: Price‑only caller. Defuse and convert to a diagnostic.
• 18:00–23:00 — 5‑minute data‑entry task: Transcribe a short voicemail into Name, Callback, Service Address, Problem Summary. Pick a call reason/tag from a provided list.
• 23:00–27:00 — Typing test (3–4 minutes). Target 45+ wpm.
• 27:00–30:00 — Debrief recap: “What would you promise this customer before you hang up?”

What good looks like

• Uses verify → qualify → value/fee → offer windows → close/recap.
• Clear, steady tone; no apologies for price or policy.
• Notes are structured and searchable (name, phone, address, problem, next action).

Scoring tips

• Score each segment 1–5 as you go. Write one example phrase for justification.
• Pass if overall profile score ≥22/30 and the candidate hits ≥18/25 on the test call (next section).

Use this on a real or simulated call. Score 1–5 in each category; pass if total ≥18/25.

Rubric (0–5 each)

1. Opening & verification — Confirms name, callback, address clearly; asks permission to proceed. 0–5.
2. Qualification basics — Captures problem, system basics, location specifics (access, pets/gate), urgency, and time window preference. 0–5.
3. Minimum/diagnostic fee — States fee [YOUR DIAGNOSTIC FEE] and value confidently; no hedging. 0–5.
4. Availability & expectations — Offers two windows, sets arrival text expectation, explains next step. 0–5.
5. Close & recap — Reads back details and the booked window; confirms any deposit if applicable. 0–5.

Sample consent line (adjust per state; not legal advice)

• “Quick heads‑up before we start: this call may be recorded for training and quality. Is that okay?”

Recording & documentation

• Record the test call when lawful and attach your scored rubric. Keep artifacts for consistent, job‑related evaluation.

Drills make the talk tracks automatic. Keep scores visible. Promote only after the graduation gate.

Day‑by‑day (business days)

• Day 1–2 (Shadow + QA): Shadow live calls on your phone system (e.g., Phones Pro/HCP Voice). Pull 10 recordings; score with QA form; coach daily.
• Day 3–5 (Drills + supervised): Run 5 reps each of opening, verify, fee, windows, deposit, ‘not a fit’. Take 5 supervised live calls/day. Tag outcomes accurately.
• Day 6–7 (Volume with whisper): Handle 15–20 live calls/day with whisper coaching. Targets: QA ≥80; answer time ≤30–45s median; tags clean.
• Day 8–9 (Independent standard calls): Coach reviews 10 calls/day. Targets: QA ≥85; booking rate trending to your tier.
• Day 10 (Graduation ride‑along): 25 calls handled; QA ≥85; zero tag errors; same‑day follow‑ups logged.

QA form (use 1–5 each; total /25)

• Verify info cleanly
• Qualify problem & access
• State fee with confidence
• Set window & expectations
• Close & recap

Graduation gate (must meet all)

• QA ≥85 average on last 20 scored calls
• Booking rate on eligible calls within 5 points of shop target
• 0 tag errors in last 2 days
• Can explain your “eligible lead” rule back to you

Keep lines short and matter‑of‑fact. Swap in your numbers where shown.

Open & verify

• “Thanks for calling [SHOP NAME], this is [NAME]. Who am I speaking with?”
• “Best callback number in case we get disconnected?”
• “What’s the service address?”

Value + diagnostic/minimum

• “We send a certified tech to diagnose and quote on‑site. Today’s diagnostic is [YOUR DIAGNOSTIC FEE], and we apply it to the repair when you move forward.”

Availability windows

• “Earliest I can hold is [TODAY 1–4] or [TOMORROW 8–11]. We’ll text when your tech is en route.”

Deposit (installs/long jobs)

• “To lock your spot, we take a [DEPOSIT %]% scheduling deposit that’s applied to the final invoice.”

Price‑only defuse

• “Totally get wanting a ballpark. Because every system and symptom is different, the quickest way to save you time is to get a tech out, diagnose, and give you a firm written quote. I can hold [WINDOW] today.”

Not a fit (polite off‑ramp)

• “This one sits outside what we do best. Two shops we trust: [NAME/NUMBER], [NAME/NUMBER]. Want me to text you their info?”

Read‑back formula (close)

• “I’ve got you for [PROBLEM] at [ADDRESS]. We’re set for [WINDOW]. You’ll get a text when the tech is on the way. Anything else I can do for you now?”

Pick your tool and set this up on Day 0. The goal: honest denominators and per‑CSR visibility.

ServiceTitan (preferred if you have it)

• Dispositions: In Call Reasons, mark which reasons are eligible leads (check “Is Lead”). Add reasons for Not a Fit, No Answer/VM, Price‑Only/Declined, Duplicate, Warranty, etc. Turn on any available auto‑classification to reduce misses.
• Dashboard: Open CSR Metrics on the Modular Dashboard. Filter by date range and (if used) Business Unit. Review Booking Rate, Calls Handled, and link to Agent Scorecards. Export weekly.
• Definition: Booking Rate = Booked Jobs ÷ Eligible Inbound Leads (per “Is Lead”). Review with each CSR daily during ramp.

Housecall Pro

• Recording access: In Voice, confirm recording is on. CSRs should know how to pull call details and playback on mobile.
• Dispositions: Create a short list to apply in your workflow (Booked; Eligible—Not Booked; Not a Lead). If you lack built‑in call reasons, use job tags or a simple spreadsheet keyed by call ID and CSR.
• Reporting: Use Dashboard/Reports to view jobs and tags. Pair with your call log to estimate booking from eligible calls.

Jobber

• Online requests: Track “conversion rate” from request → quote/job on the Requests list. Flag online‑booked vs phone‑booked for clarity.
• Dispositions: If phone call dispositions aren’t native, maintain a compact call‑log sheet or use CallRail for tagging; join to CSR initials.

CallRail (works across CRMs or to augment)

• Create tags: Booked, Eligible—Not Booked, Not a Lead, No Answer/VM, Price‑Only.
• Auto‑tag rules: Tag by source or simple phrases to pre‑fill; CSRs confirm after each call.
• Reporting: Build a report grouped by tag, tracking number, and time period. If you route per‑CSR lines, you’ll get per‑CSR booking estimates even without CRM detail.

Simple CSR dashboard spec (update daily)

• Tile 1: Booking rate per CSR (last 14 days; eligible calls only).
• Tile 2: Answer time median (business hours; last 7 days).
• Tile 3: Calls by disposition pie (Booked, Eligible—Not Booked, Not a Lead, No Answer).
• Tile 4: QA average per CSR (last 7 days) + last 3 coaching notes.

Operating rule of thumb

• If a call isn’t eligible (not your service, warranty without labor, duplicate, spam), it should never sit in the denominator. Keep the “Is Lead” list tight and train to it.

Use ranges to set expectations, tie incentives to quality and outcomes, and keep testing/job recordings compliant.

Directional benchmarks (adjust to your mix)

• Many small shops start around 40–60% booking on eligible phone leads; a trade‑press summary recently cited ~46% as a median baseline across home services. Treat this as directional only.
• With coaching and consistent talk tracks, 70–80%+ on eligible phone leads is a realistic target for residential service. Some training vendors market 85%+; treat as an upper bound, not a promise.

Compensation & bonus idea (keep it simple)

• Base: Local market CSR/dispatcher rates (often ~$21–$26/hr nationally; adjust for market).
• Bonus: Weekly $50–$150 if both are true: (1) Booking rate on eligible calls ≥ your tier target, and (2) QA average ≥85. No per‑call commissions.

Compliance notes (not legal advice)

• Call recording: Disclose recording and get consent where required. Interstate calls can invoke stricter rules. Use a consistent consent line before test calls.
• Hiring tests: Keep all screens and scored exercises strictly job‑related (typing, listening/recap, call handling). Apply the same rubric to every candidate. Retain documentation.

Keep the loop tight

• Every afternoon: review yesterday’s metrics with the CSR, listen to 2 clips, pick 1 drill for tomorrow, and update the dashboard tiles.

Your one question for the team this week

• “Do we know each CSR’s booking rate on eligible calls for the last 14 days — and did we review two recorded calls with them today?”