The 14‑Day CSR Ramp Kit (Home Services) — Scorecard, One‑Page Script, Day‑by‑Day Plan, and Booking‑Rate Tracker

Use this when you’re adding a first CSR, replacing one, or entering a busy season and need booking rate up fast. The ramp runs 14 consecutive days (or the next 10–12 business days if you’re closed weekends). Expect 20–30 minutes/day of coaching and 3 recorded calls reviewed per day.

Day 0 (setup — 45–60 minutes):

• Turn on call recording and legal notice on your system (ServiceTitan Phones Pro, Housecall Pro Voice, Jobber Receptionist, or CallRail). If you’re unsure about consent rules in your state, display an audible notice and a short line in your greeting.
• Print the one‑page script (Section 3) and the scorecard (Section 2). Put both by the phone.
• Create the Google Sheet tracker with the columns in Section 5. Pre‑fill the non‑book reason codes.
• Block a 20‑minute daily review on your calendar for the next 14 days + a 30‑minute Friday calibration.
• Choose two standard appointment windows you can usually honor (e.g., “8–10am” and “1–3pm”).
• Confirm your diagnostic/minimum‑charge policy and deposit rules; add them to the script.
• Make two SMS templates:
  • Booking confirm: “Thanks [FIRST NAME] — you’re set for [DAY] [TIME WINDOW]. Tech will confirm on the way. Diagnostic/min charge: $[AMOUNT]. Reply YES to confirm.”
  • No‑book follow‑up: “This is [COMPANY]. If your plans change, you can book here: [ONLINE LINK] or text us.”

Expected outcome: lift qualified inbound call booking rate by 5–10 points in two weeks, with clearer visibility by CSR and fewer scheduling misses.

Score each behavior 0–2 on every reviewed call. Total = /10. Coach one behavior at a time.

Rubric anchors (0–2):

• 0 = Missing or harmful (creates friction, loses control, or misleads the caller).
• 1 = Partial/inconsistent (does the thing but weakly, late, or out of order).
• 2 = Clean and on‑time (concise, confident, and moves the call forward).

The five scored behaviors:

1. Open and take control (Greeting + Permission)
   • 0: No ID; sounds rushed; launches into interrogation.
   • 1: Greets and names company but no permission to ask questions or meanders.
   • 2: “Thanks for calling [Company], this is [Name]. I can help — mind if I ask two quick questions to get you the right tech?”
2. Discovery that qualifies and builds intent
   • 0: Skips essentials; lets the caller monologue without direction.
   • 1: Gets some details but misses one of: name, address, best callback, brief problem, timing.
   • 2: Captures name, address, callback, brief issue, access/timing in under 90 seconds using the script sequence.
3. Value frame + diagnostic/minimum‑charge clarity
   • 0: Quotes repair prices over the phone or hides fees.
   • 1: Mentions a fee vaguely or apologetically; no value frame.
   • 2: States diagnostic/min clearly and frames value: assessment, options, and credit toward repair if applicable.
4. Two‑slot close (confident ask with alternatives)
   • 0: “Do you want to book?” or “When works?” (caller must invent a time).
   • 1: Offers one time or asks open‑ended.
   • 2: Gives two acceptable windows and asks directly: “Would today 1–3 or tomorrow 8–10 work better?”
5. Recap + confirmation + SMS follow‑up
   • 0: No recap; ends weak; no confirmation details.
   • 1: Partial recap; misses address/fee; no SMS.
   • 2: Recaps name, address, problem, window, fee, and sends confirm SMS; if not booking, sends polite no‑book SMS.

One‑page calibration guide (how to keep scores consistent):

• Before Day 1, listen to two recorded calls together and agree on what a “2” sounds like for each behavior. Write a one‑sentence “2‑level” example per behavior on the back of the scorecard.
• During the Friday calibration, re‑score 3 calls picked earlier in the week. If you differ by >1 point on any behavior, discuss and update your one‑sentence examples.
• Keep average total score bands consistent: 0–4 = off‑track; 5–7 = developing; 8–10 = job‑ready.

Anonymized scoring examples:

• Example A (8/10 — job‑ready): Clean greeting + permission (2). Tight discovery (2). Clear diagnostic frame (2). Two‑slot close offered, caller asked for third option (1). Recap + SMS sent (1: missed stating fee in recap).
• Example B (5/10 — developing): Greeting okay (1). Discovery incomplete (1: no address captured). Weak fee frame (1). Strong two‑slot close (2). No SMS (0).
• Example C (2/10 — off‑track): No permission (0). Discovery scattered (0). Price quoted for repair over phone (0). No close (0). Did confirm name only (2 behaviors got 1 each for minimal effort).

Keep it on one page. Speak in short, confident sentences.

1. Greeting “Thanks for calling [COMPANY], this is [NAME]. Who am I speaking with?”

2. Permission to ask “I can help. Mind if I ask two quick questions to get you the right tech and price?”

3. Discovery sequence (capture in this order)

• “What’s going on at [ADDRESS]?”
• “Best callback number if we get disconnected?”
• “Any access notes — gate codes, pets, or special parking?”
• “Do you prefer mornings or afternoons?”

4. Value frame + diagnostic/minimum charge “Here’s how we work: our tech comes out, diagnoses the issue, and shows you options before any work. The diagnostic/minimum today is $[AMOUNT], and we credit that toward the repair when you move forward.”

5. Two‑slot close (alternative choice) “Soonest I can get you is [TODAY 1–3PM] or [TOMORROW 8–10AM]. Which works better?”

6. Objection bridges (use, then return to the close)

• Price: “Totally fair to ask. The $[AMOUNT] covers a full diagnosis so you know exactly what you’re deciding on. Would [SLOT A] or [SLOT B] work?”
• Timing: “If those windows don’t fit, I can watch for a same‑day open. For now, prefer [SLOT A] or [SLOT B]?”
• Warranty/‘Can you just quote it?’: “We want you to decide with real numbers. The tech tests and shows options before any work. The diagnostic is $[AMOUNT]. Is [SLOT A] or [SLOT B] better?”

7. Recap + confirmation “Great — I have [FULL NAME] at [ADDRESS] for [ISSUE] on [DAY] [WINDOW]. Diagnostic/minimum is $[AMOUNT]. Best number is [CALLBACK]. You’ll get a confirm text now.”

8. SMS send

• Booked: send the confirmation template and verify receipt.
• Not booked: send the no‑book template with your online booking link.

Notes:

• Avoid quoting repair totals over the phone.
• Use the customer’s words when recapping the issue.
• Keep the whole call to 3–5 minutes when volume is high; slower tempo is fine on complex issues, but keep control.

Review 3 recorded calls/day (20 minutes total). Score with the 0–2 rubric. Coach one behavior/day.

Target live call counts assume normal in‑season volume. If inbound is light, top up with follow‑ups to recent missed calls/price‑shoppers to hit the reps.

Week 1 (build the spine):

• Day 1 — Open/Control: Role‑play the script 10 times. Handle 10+ live calls with whisper coaching if possible. KPI: time to permission ≤ 20s. Review 3 calls; coach Behavior 1.
• Day 2 — Open/Control: Handle 12–15 calls. KPI: permission line used on ≥80% of calls. Review 3; coach Behavior 1.
• Day 3 — Discovery: Handle 12–15. KPI: name/address/callback/problem captured on ≥90% of calls. Review 3; coach Behavior 2.
• Day 4 — Discovery + Pace: Handle 12–15. KPI: discovery completed ≤ 90s on ≥70% of calls. Review 3; coach Behavior 2.
• Day 5 — Fee Frame: Handle 12–15. KPI: diagnostic/min stated cleanly on ≥80% of calls before the close. Review 3; coach Behavior 3. Friday 30‑min calibration: re‑score 3 calls together, align on “what a 2 sounds like,” update examples.

Week 2 (close and consistency):

• Day 6 — Two‑slot close: Handle 15–18. KPI: two‑slot offered on ≥80% of qualified calls. Review 3; coach Behavior 4.
• Day 7 — Objections: Handle 15–18. KPI: bridge then close again within 10s. Review 3; coach Behavior 4.
• Day 8 — Recap + SMS: Handle 18–20. KPI: recap + confirm SMS on ≥90% of booked calls; no‑book SMS on ≥70% of declines. Review 3; coach Behavior 5.
• Day 9 — Speed‑to‑answer: Handle 18–20. KPI: average answer time ≤ 20s (track in Section 5). Review 3; coach weakest behavior from scorecard trend.
• Day 10 — Mix practice: Prioritize emergency calls; tighten discovery and fee frame. Review 3; coach weakest behavior.
• Day 11 — Capacity pressure: Practice offering next‑best windows when today is full; keep control. Review 3.
• Day 12 — Classify and code: Ensure every non‑book is reason‑coded in the tracker. Review 3; spot‑check coding accuracy.
• Day 13 — Stretch day: Aim for personal best on booking rate with clean behaviors; no rushing. Review 3.
• Day 14 — Lock‑in: Handle normal volume. Review 3. Set next‑week target by call type (Section 7). Document one win and one habit to keep.

If weekends are closed: slide Day 6–7 to Monday–Tuesday; keep the sequence intact.

Calculate from call leads, not jobs.

Formula

• Inbound Call Booking Rate (%) = (Booked Jobs from Qualified Call Leads ÷ Qualified Call Leads) × 100
• Qualified Call Lead (ServiceTitan definition): an incoming call that lasts ≥60 seconds or is manually marked “Is Lead.” Exclude spam/wrong numbers/recruiting.

Google Sheet structure (columns)

• Date
• CSR Name
• Qualified Call Leads (count)
• Booked Jobs from Call Leads (count)
• Booking Rate % (=IFERROR([Booked]/[Qualified],0))
• Avg Answer Time (seconds) — from phones report
• Call Type (Emergency, Maintenance, Price‑shopper, Warranty, Other)
• Non‑Book Reason (picklist below)
• Notes

Non‑book reason codes (use a short picklist)

• No capacity / caller needed sooner
• Out of service area
• Price shopper / wanted ballpark
• After‑hours / no live answer
• Warranty/plan restriction
• Duplicate/accidental/misdial
• Hung up / lost line

Where to pull the numbers (choose your stack)

• ServiceTitan: Modular Dashboard > Calls (info icon shows KPI definitions). Filter to Last 14 Days, by Business Unit and by Agent/CSR to see per‑CSR booking rate. Phones Pro surfaces agent scorecards and recordings.
• Housecall Pro: Voice call list and recordings (desktop or mobile). Export or tally daily qualified leads and booked jobs; add reason codes in the sheet.
• Jobber: Dedicated Phone Number + Receptionist surfaces call audio in the app; tally daily and classify.
• CallRail: Use the Call Log or Calls by Tag report; tag true leads; export to CSV and fill the sheet.

Set up views

• Make a per‑CSR 14‑day view (rolling) and a team view. Add conditional formatting: red <40%, yellow 40–60%, green >70% (adjust for season/mix).
• Add a pivot by Call Type so you can set segmented targets (see Section 7).

Cautions

• Job‑only reporting hides unbooked calls and inflates apparent performance. Always calculate from call leads.
• Classify consistently. If the call lasted <60s but was a real lead, mark it as lead manually before counting.

Daily (20 minutes, 3 calls)

1. Pick 3 recorded calls from the last 24 hours (mix: 1 booked, 2 unbooked when possible).
2. Score together using the 0–2 rubric. Total it out of 10.
3. Coach one behavior. Use the exact line from the script. Role‑play twice. Write the focus at the top of today’s scorecard.
4. Log one action in the tracker Notes (e.g., “Use permission line within 15s”).

Friday calibration (30 minutes)

• Re‑score 3 calls from earlier in the week independently. Compare. If scores differ by >1 on any behavior, agree on the “what a 2 sounds like” example and update the back of the scorecard.
• Set next‑week segmented targets by Call Type (see Section 7) and one behavior to emphasize.

Coach prompts you can reuse

• “What could you say 10 seconds earlier to stay in control?”
• “Where did you state the diagnostic/min charge? Say it again, tighter.”
• “Offer me two real windows now.”
• “Recap it back to me in 10 seconds and send the confirm text.”

What not to do

• Don’t coach all five behaviors at once. One per day sticks.
• Don’t add script paragraphs. Keep it to the lines above.
• Don’t skip the SMS step — it reduces no‑shows and gives a second touch to no‑books.

Use ranges, segment by call type and season, and track your own lift.

Starting points and targets

• Typical shops have operated in the low‑40% booking range in published datasets; your trade, size, and month will move that number.
• Ambitious but achievable for coached CSRs: 60–75%+ on qualified inbound during business hours; some top performers run higher when mix/capacity allow.

Segmented expectations (example starting bands — set your own after 14 days)

• Emergency/urgent: higher booking (often 70–90% during business hours).
• Maintenance/tune‑ups: mid‑range (often 50–70%).
• Price‑shopping/ballparks: lower (often 20–40%); success = fast close to diagnostic.
• After‑hours: lower due to capacity and callback dynamics; use overflow/AI where it fits.

Common pitfalls that tank booking rate

• Measuring from jobs instead of call leads (hides non‑books).
• No reason codes — you can’t fix what you don’t name.
• Asking open‑ended time questions (“When works?”) instead of two‑slot closes.
• Hiding the diagnostic/minimum until the end (creates distrust and stalls).
• Skipping the recap/SMS step (creates no‑shows and missed confirmations).

Working alongside AI/overflow

• Use AI/overflow to catch after‑hours and peaks; keep the same talk tracks and reason codes so your data stays comparable.
• Your CSR ramp focuses on nuanced objection handling and deposits/minimum framing — skills that raise booked appointments when you do have capacity.

Your next‑week plan

• Set one segmented target per call type (e.g., Emergencies 80%, Maintenance 60%, Price‑shopper 35%) and one behavior to emphasize. Review against the tracker every Friday.