Humanatic - Service Setter Booked

The purpose of the category Service Setter Booked is to determine if the caller represents a service appointment opportunity and if an appointment was booked during the call.

Here are the options:

Yes, booked for a specific date and time

• Caller agrees to an appointment with a specific date and time.
• Example call - Caller: "I need a tune-up."// Receptionist or agent: "We can fit you in at 11:45 tomorrow morning."// Caller: "Perfect. I'll see you then!"// Call ends.
• Caller agrees to an approximated time within a 45 minute time range.
• Example call - Caller: "I need to get my brakes repaired. Do you have any openings today?"// Agent: "You can come in now if you'd like"// Caller: "Great! I'll be there in half an hour." // Call ends.
• Caller discusses an existing appointment and agrees to a new appointment during the same call.
• Example call - Caller: "I'm checking on the status of my car that's in service., and I also wanted to know if I could bring my wife's car in for an oil change."// Agent: "Your car is ready to be picked up, we can get your wife's car in at 4:00 if that time works for you."// Caller: "That works. We'll be there at 4:00."

Yes, booked for a soft date or time / unscheduled walk-in or vehicle drop-off

• Caller gives a vague agreement to possibly come in.
• Example call - Caller: Do you have availability tomorrow morning. // Agent: "Yes, we're pretty open all morning." // Caller: "Okay, I may drop it off in the morning." // Call ends.
• Receptionist or agent tells the caller that it is first come, first served and the caller says "OK."
• Example call - Caller: "Do I need an appointment for an oil change?"// Receptionist or agent: "It is first come, first served."// Caller acknowledges this and the call ends.
• Receptionist or agent tells the caller that no appointment is necessary, they can just show up
• Example call - Caller: "Can I get my tire rotated today?" // Receptionist or agent: "Absolutely. You don't need an appointment. Just come on in."// Caller acknowledges this and the call ends.
• The time of the visit is for a window of time that is longer than 45 minutes.
• Example call - Caller: "My check engine light is on and I'd like to come in to have it checked out." // Agent: "No problem. Can you come in today? We have openings after 12pm" // Caller: "Yeah, I'll be there between 12:30 and 1:30." // Call ends.

No, appointment requested / mentioned but not set

• Caller asked about a service but did not agree to an appointment.
• Example call - Caller: "I need to bring my car in for some routine service."// Receptionist or agent: "We can fit you in tomorrow morning."// Caller: "That won't work for me. I need to get it serviced today." // Call ends.

No, no appointment, walk-in, or drop-off discussed

• Caller is asking about a service or there was an opportunity to book an appointment but no appointment, walk-in, or drop-off was discussed.
• Example call - Caller: "Does your service department do oil changes?"// Receptionist or agent: "Yes"// Caller: "Thanks." // Call ends.

No, upcoming scheduled appointment / vehicle already in service

• Caller discusses an existing appointment already scheduled for an upcoming time and/or date.
• Caller discusses or asks about the status of a vehicle already in service.
• Caller adds services to a vehicle already in service.
• Caller cancels or reschedules an appointment that was already scheduled for an upcoming time and/or date.

No, not an appointment opportunity

• Call is general conversation, a personal call, or employee-to-employee conversation and no appointment opportunity exists.
• The service requested is not offered by the dealership/shop/business.
• Caller asks if there are any recalls and is told there are no open recalls.
• Caller asks if vehicle is due for service and is told the vehicle is not due for service.
• Call is about parts only and there is no service mentioned.
• Caller is only discussing a bill without any discussion of services.
• Caller is only asking about a car wash without any discussion of services.
• Caller asks how to service something on their own and services are not needed from the service shop.
• Example: "Can you tell me how to reset the code in my door panel?" // Agent provides instructions over the phone. No appointment is requested/needed.
• Call is intended for the body shop. The body shop is a separate department from service
• Call is intended for the collision center. The collision center is a separate department from service.

Correction: caller never connected to a live, qualified agent

• Caller never connected to a live, qualified agent.
• Caller is left on hold.
• Call connection was lost and no contact information was shared and/or no appointment discussion took place.
• Caller reached voicemail.
• Caller had the wrong number.
• Caller did not reach the desired person and left a live message.
• Caller did not reach the desired person and declined to leave a live message.
• Caller hung up during the bridge greeting.
• Call only consists of fax machine sounds or other similar noises.