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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., a...

The purpose of the category Outbound Service Call Purpose is to determine why the agent is placing the outbound service call. For some Outbound calls, you may only hear the caller's voice. This is by design. Please mark those one-sided recordings the same as you would a regular Outbound call, based on the instructions below. Here are the options: To invite the customer into the dealership for a service appointment Select this option if the agent is placing the outbound call in order to invite the customer into the dealership. To discuss the status of a vehicle currently at the dealership Select this option if the agent is placing the outbound call in order to discuss the status of a vehicle that is currently at the dealership. To discuss a recent service visit to the dealership Select this option if the agent is placing the outbound call in order to discuss the customer’s recent visit to the dealership. Example – Agent: “We j...