The CSR Booking Kit (Scorecard, Test‑Call Rubric, and 2‑Week Ramp)

Use this to score candidates quickly against the booker behaviors you need. Weightings total 100. Score each category 1–5, then multiply by weight to get weighted points. Defaults are proven starting points; adjust to fit your shop.

Candidate: [CANDIDATE_NAME] • Date: [DATE] • Role: [ROLE] • Interviewer: [INTERVIEWER]

Weights (edit if needed):

• Booking Discipline — [WEIGHT_BOOKING_DISCIPLINE]% (default 30%)
• Objection Handling — [WEIGHT_OBJECTION]% (default 25%)
• Rapport & Tone — [WEIGHT_RAPPORT]% (default 15%)
• Typing & CRM Fluency — [WEIGHT_TYPING]% (default 15%)
• Schedule Control (window setting, capacity awareness) — [WEIGHT_SCHEDULE]% (default 15%)

What good looks like (anchor examples):

• Booking Discipline (5): Confident close, clear next step, asks for the booking twice, no “we’ll call you back.”
• Objection Handling (5): Names value, offers options, lands on fee/deposit calmly, closes without sounding defensive.
• Rapport & Tone (5): Warm, concise, repeats back problem and address, uses customer name, no filler.
• Typing & CRM Fluency (5): 45–50+ WPM at ≥90% accuracy; navigates [YOUR_FSM] quickly without dead air.
• Schedule Control (5): Sets realistic windows, checks capacity before promising, uses [RESCUE_SLOT] when board is tight.

Scoring grid (fill):

• Booking Discipline: [SCORE_1_5] × [WEIGHT_BOOKING_DISCIPLINE]% = [POINTS]
• Objection Handling: [SCORE_1_5] × [WEIGHT_OBJECTION]% = [POINTS]
• Rapport & Tone: [SCORE_1_5] × [WEIGHT_RAPPORT]% = [POINTS]
• Typing & CRM Fluency: [SCORE_1_5] × [WEIGHT_TYPING]% = [POINTS]
• Schedule Control: [SCORE_1_5] × [WEIGHT_SCHEDULE]% = [POINTS]

Weighted total (out of 5): [WEIGHTED_TOTAL]

• Hire‑ready: ≥3.8/5
• Trainable: 3.2–3.7/5 (use Page 4 ramp; re‑check Day 5)
• No‑go: <3.2/5

Notes: [NOTES]

Run this in 30 minutes. Keep a timer. Score with the Page 1 weights in mind.

Agenda (with scripts/prompts):

1. 0:00–3:00 — Setup

• “Hi [NAME], we’ll do two short role‑plays and a quick typing/CRM check. Sound good?”
• Confirm tech: “Are you in a quiet place? Audio OK?”

2. 3:00–8:00 — Background check

• “Tell me about a time you turned a maybe into a booked job.”
• “What do you do when the schedule is tight but the caller is urgent?”

3. 8:00–18:00 — Role‑Play A: Diagnostic Fee Objection (7–10 min) Scenario: Homeowner asks, “Why do I have to pay [DIAGNOSTIC_FEE] just for you to show up?”

• What good sounds like (talk track):
  • Empathy: “Totally get it, [NAME].”
  • Value: “The [DIAGNOSTIC_FEE] covers a licensed tech to diagnose the issue safely and quote options. If you approve a repair, we apply it to the work.”
  • Close: “I can get you the [NEXT_WINDOW] window: [ARRIVAL_WINDOWS]. Does [DAY/TIME] work, or is [ALT_WINDOW] better?”
  • If pushback: “We also have [NEXT_AVAILABLE_DAY] at [TIME] if that’s more convenient.”
• Score cues: states fee up front without apologizing, ties fee to value, offers 2 windows, asks for the booking twice, confirms address/email.

4. 18:00–23:00 — Role‑Play B: ‘No‑Cool’ Urgent Call (AC out; forecast 95°F) Scenario: System not cooling since last night, kids at home, caller worried about timing.

• What good sounds like:
  • Safety/urgency: “We treat no‑cool as priority.”
  • Capacity check + rescue slot: “I have a [RESCUE_SLOT] we hold for urgent calls.”
  • Window set: “Earliest is [ARRIVAL_WINDOWS].”
  • Deposit option (if policy): “To lock that slot we take a [DEPOSIT_AMOUNT] deposit that goes toward the repair.”
  • Close and set expectations: “Tech will text when en route. Expect a [WINDOW_LENGTH]-hour window.”
• Score cues: verifies address/problem model basics, sets clear next step, summarizes fees/deposit, gives arrival expectations.

5. 23:00–28:00 — 5‑Minute Typing + CRM Nav Test

• Test: Candidate types a dictated 80–120‑word paragraph while you watch (screen share if possible). Log [WPM] and [ACCURACY_%]. Floor: [WPM_FLOOR] (default 45 WPM) at ≥90% accuracy.
• CRM nav: Have them enter a mock job in [YOUR_FSM] with these fields: [FIRST_LAST_NAME], [ADDRESS], [PHONE], [EMAIL], [PROBLEM_NOTE], [SOURCE], [ARRIVAL_WINDOW]. Watch for dead air and accuracy.

6. 28:00–30:00 — Close

• “We’ll review scores today and circle back by [TIMEFRAME]. Any questions for us?”

Immediate pass/fail gates:

• Typing/accuracy below floor? [Y/N]
• Could or would not close either role‑play after two asks? [Y/N]
• Talked over the customer repeatedly? [Y/N]

Decision notes: [NOTES]

Record five short mock calls (2–4 minutes each). Score each 0–4 on the five behaviors below. Target ≥80/100 overall and ≥3/4 average per behavior.

Evaluator: [EVALUATOR] • Candidate: [CANDIDATE_NAME] • Recording links: [LINKS]

Five mock scenarios:

1. Urgent ‘No‑Cool’ same‑day request with tight capacity
2. Diagnostic fee objection
3. Price shopper asking “How much is a capacitor?”
4. Non‑lead filter (warranty/out of area/parts‑only)
5. Voicemail/abandoned callback (rescue queue)

Behavior rubric (score each 0–4):

• Tone & Rapport: Greets by name, calm pace, mirrors urgency without panic. [0–4]
• Verification & Intake: Confirms address, best contact, email, problem summary. [0–4]
• Script Path Discipline: Follows your opener/intake/close flow; doesn’t detour. [0–4]
• Fee/Deposit/Window Clarity: States [DIAGNOSTIC_FEE]/[DEPOSIT_AMOUNT] cleanly; sets [ARRIVAL_WINDOWS]; notes credit‑toward‑repair if applicable. [0–4]
• Explicit Next Step & Close: Offers two windows, asks for the booking, summarizes expectations. [0–4]

Scoring sheet (fill):

• Call 1 total [0–20] • Notes: [NOTES]
• Call 2 total [0–20] • Notes: [NOTES]
• Call 3 total [0–20] • Notes: [NOTES]
• Call 4 total [0–20] • Notes: [NOTES]
• Call 5 total [0–20] • Notes: [NOTES] Overall: [TOTAL_OUT_OF_100] Decision: [ADVANCE / PASS WITH COACHING / NO‑GO]

Red flags (auto fail): promises exact times without checking capacity; hides fee/deposit; refuses recordings.

Post this at the desk. Check boxes daily. Calibrate from recordings every morning.

Week 1 — Learn the board and do 5 supervised calls/day

• Day 1 (Mon):
  • Logins to [YOUR_FSM] and phone. Enable call recording. Review reason codes. Listen to 10 recordings and tag outcomes. Define ‘qualified’ in [QUALIFIED_DEFINITION].
  • Shadow: 90 minutes. Practice opener + verification out loud 3 times.
• Day 2 (Tue):
  • Shadow: 60 minutes. Tag 20 calls with [REASON_CODES].
  • Supervised live calls: ≥5. Coach whispers allowed.
  • Calibration: 20 minutes. Review 3 recordings (wins/drifts) with lead.
• Day 3 (Wed):
  • Supervised calls: ≥5. Start using rescue queue for abandoned/voicemails at [TIME].
  • Calibration: 20 minutes. Update talk‑track sticky notes.
• Day 4 (Thu):
  • Supervised calls: ≥5. Try deposit talk track on high‑demand windows.
  • Calibration: 20 minutes. Spot‑check reason‑code hygiene.
• Day 5 (Fri):
  • Supervised calls: ≥5. Handoff follow‑ups from rescue queue.
  • Target: ≥[DAY5_TARGET]% booking on qualified inbound service calls. Log shortfalls by reason.

Week 2 — 60%+ solo calls, whisper coaching on edge cases

• Day 6 (Mon): Solo on ~40% of qualified calls; whisper only if needed. Daily calibration 20 min (3 recordings).
• Day 7 (Tue): Solo on ~50–60%. Tuesday scorecard (see Page 6). Add 1 small script change if drift appears.
• Day 8 (Wed): Solo on ~60–70%. Run rescue queue twice: [TIME_1] and [TIME_2].
• Day 9 (Thu): Solo on ~70–80%. Lead handles only escalations or pricing corner cases.
• Day 10 (Fri): Solo on ~80–90%. Target: [DAY10_TARGET]% booking on qualified calls (default 70–75%). Celebrate 1 win; document 1 fix.

Talk‑track anchors to practice daily

• Diagnostic/minimum: “The [DIAGNOSTIC_FEE] covers a licensed diagnosis and is applied to repair when approved.”
• Deposit (if policy): “To lock that high‑demand window we take a [DEPOSIT_AMOUNT] that comes off the invoice.”
• Windows: “We schedule in [ARRIVAL_WINDOWS]. You’ll get a text when we’re on the way.”

Pick your platform and wire it today so you can measure, coach, and recover missed opportunities. Always follow your state/federal recording‑consent rules.

ServiceTitan (ST)

1. Turn on call recording: Admin → Phones → Recording [ON]. Set [DISCLOSURE_METHOD].
2. Classify outcomes: Settings → Phones → Call Classifications. Use at least: Booked, Not a Lead (choose reason), Abandoned/Voicemail, Hang‑up, Duplicate. Add reason codes: [REASONS_LIST]. Train daily.
3. Booking rate views: Dashboard → CSR Metrics and Campaign Summary. Save view “CSR Booking by Source” for [TIME_RANGE].
4. Recovery queue: Enable Second Chance Leads. Owner: [ROLE]. Review [DAILY_TIME] for 10–15 minutes.
5. By‑source tracking: Use unique numbers per source in [YOUR_PHONE_SYSTEM]. Map to campaigns in ST.
6. Deposits & arrival windows: Enable Deposit Workflow. Scheduling → Arrival Windows → set [ARRIVAL_WINDOWS].

Housecall Pro (HCP)

1. Voice recording: Settings → Voice → Recording [ON] for inbound/outbound; set [DISCLOSURE_METHOD].
2. Call reasons (dispositions): Settings → Voice → Call Reasons → add [REASONS_LIST].
3. Daily review: Voice → Call Log. Filter by CSR and by reason; download/share 3 recordings for calibration.
4. Mobile: Enable Voice on Mobile so leads/owners can review on the go.
5. Deposits: Jobs → Add Deposit [DEPOSIT_AMOUNT]. Align talk track.

Jobber (JB)

1. Dedicated numbers: Provision [NUMBERS_BY_SOURCE] using Jobber’s Dedicated Phone Number or your VoIP (Aircall/OpenPhone/JustCall).
2. Recording & logs: Use Jobber Receptionist or VoIP integration to capture recordings and missed‑call logs. Confirm where recordings live: [LINK/LOCATION]. Set [DISCLOSURE_METHOD].
3. Dispositions: Add call tags/reasons in your VoIP (match [REASONS_LIST]) and mirror in Jobber notes.
4. Booking rate by source: Use VoIP analytics by number/source; reconcile to Jobber: Requests → Visits Scheduled for [DATE_RANGE].
5. Deposits: Quotes → Deposits [DEPOSIT_AMOUNT].

Standard reason codes to copy (edit to fit)

• Not a Lead — Warranty/Builder
• Not a Lead — Out of Area
• Not a Lead — Parts‑Only Request
• Not a Lead — Vendor/Solicitation
• Qualified — Price Shopper (no availability accepted)
• Qualified — Schedule Full (offered next‑best)
• Qualified — Cancel/Reschedule
• Abandoned/Voicemail — Callback Needed

Use this page daily. One sheet per CSR per day. Then run the Tuesday ritual (20 minutes) to keep scripts tight and outcomes clean.

Daily tally (fill at lunch and end of day)

• Date: [DATE] • CSR: [CSR_NAME]
• Qualified inbound service calls (Q): [Q]
• Booked (B): [B]
• Booking rate: B ÷ Q = [BOOKING_RATE]%
• Abandoned/Voicemails to recover: [COUNT]
• Recovered same‑day: [COUNT]
• Deposit offers: [COUNT] • Deposit accepts: [COUNT]
• Top 2 objections today: [OBJ_1], [OBJ_2]
• 1 thing I’ll do differently next call: [IMPROVEMENT]

Tuesday scorecard ritual (20 minutes)

• Attendees: [LEAD], [CSR_1], [CSR_2], [DISPATCH]
• Bring: Yesterday’s tallies, 3 recordings/CSR (1 win, 1 average, 1 drift), board capacity for next 3 days.
• Agenda:
  1. Metric quick pass (4 minutes): booking rate by CSR and by source; outliers in reasons.
  2. Listen to 3 short recordings (10 minutes): call, pause, name the behavior, note the fix.
  3. Script tweak + assignment (4 minutes): one line to add/remove; one behavior to practice this week.
  4. Close (2 minutes): confirm targets: Day 5 [DAY5_TARGET]%, Day 10 [DAY10_TARGET]%; who owns rescue queue today.

Definitions (print in small type)

• Qualified inbound service call: [QUALIFIED_DEFINITION]. Exclude: warranty/builder, out‑of‑area, parts‑only, vendor/solicitation, duplicates.
• Booking rate: Booked ÷ Qualified inbound.
• Rescue queue: Your missed/unbooked/abandoned list in [YOUR_FSM/VOIP] worked at [TIMES].