Inbound
01 Bk1 ONE new cleaning appointment booked
02 Bk2 MORE THAN ONE new cleaning appointment booked
03 INQ caller inquired about cleaning but no appointment booked * please note if customer
phones in for a date that we are already fully booked it is still
03 INQ
04 Confirmation call to confirm appointments
05 Dispatch customer has questions about an appointment today
06 Reschedule – call to reschedule an existing cleaning appointment
07 Cancellation – call resulting in CANCELLATION of an existing appointment
08 Saved Appt – call resulting in ISR saving the appointment from cancellation
09 Appt Chg or Ques – call to make a change to existing cleaning appointment, or to ask a
the question in regards to their existing appointment
10 POST Appt –customer has recently had cleaning completed and has questions or concerns
11 Estimate Booked – call resulting in the booking of a commercial estimate
12 CNS General – Could Not Service – caller out of service area, home not accessible for our
equipment or customer requests a service we do not provide
12.1 CNS Apartment – Could Not Service Apartment – the caller is in an apartment and did not
book their appointment
13 CNS HVAC – call in regards to furnace/heating system replacement or repair. I the call also
includes cleaning inquiry, do not choose this option.
14 Transferred Call – the call is transferred to another agent
15 OTHER – all other calls
Last Update: January 26, 2021