Unscheduled Tasks

Unscheduled Tasks

An Unscheduled Task is automatically created within Zoho when a Service Request has been created, assigned to a Service Provider and Accepted; however, the Service Provider has not scheduled an appointment within 36 hours.

These tasks will be automatically assigned to the SLA Intervention Team, them manually assigned to the agents by their Supervisor as they come in.

If the Service Provider schedules, rejects, reassigns or cancels in Cinch Pro/ServiceBench OR another agent was able to get the appointment scheduled, reassigned, or cancelled prior to the task being worked, it will auto complete and you will not have to do anything with it.

Process

  1. Once in your Task Queue, click the task to open it. When it opens you will see the Task Information.

  2. Copy the Service Request Number and paste into ServiceBench to open the Service Job Information. Review all notes and gather Service Provider Information.
  3. Using the Unscheduled Task Scripting, reach out to the Service Provider to assist in scheduling an appointment. Conference the customer in so that they are able to work out the best appointment time.
    1. When conferencing the Service Provider with the Customer, please stay on the line to ensure appointment is captured so you can update in ServiceBench.
  4. Once appointment has been confirmed, update the Scheduled Service Date in ServiceBench and update the Sub-Status to Confirmed Appointment. Notate the job using the Unscheduled Task Note Template.

  5. The Unscheduled Task should auto update to Complete. Verify this has happened before moving to the next task. If not, manually update to Complete.

Parties Unavailable

If the Service Provider cannot be reached after 1 call or states they are unable to take the job, follow normal reassignment procedures.

Service Provider

If Service Provider is not available, reach out to the Customer to see if an appointment has already been obtained but just hasn’t been updated in the system.

“Hello, this is <Agent Name> calling from <Cinch Home Services/Sears Home Warranty> on a recorded line which may be monitored. May I speak with <Customer Name>?
We are attempting to get ahold of your Service Provider <SP Name> to verify if an appointment has been scheduled. Have they reached out to you to confirm a date and time?”
  1. If YES:
    1. Obtain appointment information and update Service Job.
    2. “Great, we’ll update the notes in our system to reflect this.”
  2. If NO:
    1. “I apologize, we will continue to attempt to get in touch with them. We may have to reassign to another provider if can’t but will keep you updated.”
    2. Move forward with reassignment process.

Customer

If Customer is not available when attempting conference call:
  1. Leave a voicemail advising them to contact their Service Provider to schedule and send an email.
If Customer is not available AND you were unable to reach the Service Provider:
  1. Leave a voicemail advising them you have been unable to contact their Service Provider so are moving forward with reassigning their job to a new Service Provider.
  2. Send an email with updated information.

Zoho Email

When sending email to the customer:
  1. Click the Conversations tab in the Service Request, then click Reply
  2. Leave the ‘From’ as Warranty Operations
  3. Verify the customer email is correct
  4. Click the Template icon
  5. Select SLA Intervention Template, then select SLA Intervention Email

  6. Update all information highlighted in yellow, then click Send.