HD Retail Procedures
We are currently the largest Home Depot service provider in Northern California! We receive leads from Home Depot stores for plumbing services, HVAC system estimates, and HVAC services.
Our #1 priority is to answer inbound calls- within the call center there are two TV's that display when CSR's are able to outbound- Red on the top of the screens means we are unable to call out yet (this goes for HD retail and core members). Yellow means we are good to go for calls. Green means we are absolutely open for outbounds. Ideally, we do not hit green and begin outbounding as soon as the board shows yellow.
Our HVAC Estimate, HVAC Service, and Plumbing Service leads receive 5 days of calls before being sent over to Hatch.
Our HVAC Tune Ups receive 2 days of calls before being sent over to Hatch.
Needed Links:​
-For Log-in credentials for both Tenants message your Team Lead or CSR Manager
1
When a Home Depot lead first comes in our HD Retail outbounders will receive a notification from our Retail Leads Chat. To ensure we reach out to leads as fast as we can there is a Claim Lead button on these messages that will then assign the lead to that CSR. Once that CSR's name is linked it will now appear on the Retail Leads Excell sheet.
2
This is our Retail Leads Excel sheet. It includes all leads that come in for plumbing and HVAC. This is priority #2 next to active inbound calls. The far left collum has what job type it is. Collum "E" differentiates which Tenant the lead is for : Jazz OR Derek Sawyer.
HVAC Tune Up Leads receive 2 days of calls from the Call Center
HVAC Estimate Leads receive 5 days of calls from the Call Center
Next to assigned CSR is the number of calls performed that day. We do 2 calls in one- first call hang up before the voicemail begins, then call again. If there is no answer again then we leave the voicemail during the second call. A third call then needs to be made later on in the day.
Call Schedule goes as follows:
Day 1 immediately as the lead comes in
Day 2 in the AM (7AM-12PM)
Day 3 in the PM (12PM-7PM)
Day 4 in the AM (7AM-12PM)
Day 5 in the PM (12PM-7PM)
3. - We previously had a Digital Lead Tracker CSR's used after every call- please disregard this step as it has been removed.
4
We create the account in Service Titan using the Name and Phone number provided in the excel sheet. We then call according to the call schedule, and leave notes on the Location Page according to the call. All Scripts are located here.
We can also use the information provided on the Home Depot Portal that includes the customer's email address and service location address to fill in customer's account information.
5
Go to the above link to access the Home Depot Portal. This is where we find leads submitted. After logging in go to the HD Service Center.
8
If you schedule the visit with the customer you then go to the Schedule Now button on the information page that brings you to this pop-up. Enter the appointment information and save.
9
If the customer declines scheduling, please dismiss the lead by clicking the drop down on the right side of the information page. 'Cancel Lead' then determine the cancellation reason.
11
Once completed return to the excel sheet and fill out the "Outcome" on the "P" Column. Include notes alongside the outcome too. Lastly when a lead is booked or dismissed and it has been entered in the portal we fill out the last column "Portal Updated".
Booked in portal: Yes
Dismissed in Portal : Dismissed
No action : Blank
If we were unable to reach the lead we will set the outcome to "No Answer", and forward to Hatch. The lead will be left open in Home Depot and no action in the portal will be taken.
EX: If the customer schedules the appointment the outcome would be "Booked" and the note would include the date and time for the visit.
-Booked - Booked 07/01 8-10am
Here are the different Outcomes available:
Booked --Appointment was scheduled
Follow Up- Need to call again
Declined- Declined our services
Do Not Service- Unable to schedule
Call Back- Requesting a call back in future/ weeks or months out
Stale- Said a phrase such as "Not ready yet/ I'll call you guys back later"
No Answer - After calling customer for set number of days we did not reach them, they will then be cleared from the list and will be sent over to Hatch for AI follow up. This is when we would go back in and Dismiss the Lead in the Home Depot Portal
6
Enter the customer's phone number into the search to pull up their information. If no leads appear, then enter the customer's Name into the search. If still no leads appear then we most likely do not have one created and the Home Depot Portal steps can be skipped. Our Retail managers Kaiah and Richie will enter in needed leads.
7
If the lead does appear we confirm the date (not included in picture above but located to the right) is aligned with the date we received the lead on the excel sheet. Then click on the blue Service Center ID number starting with ''F''
**Important note:
We have some returning Home Depot customers, meaning they may have multiple leads active/ past leads from years ago that appear when you search their name. We need to make sure we are opening up the correct lead and scheduling or dismissing them.
10
This will provide a few options, most commonly being "No Longer Interested"
When scheduling Home Depot Leads always use "Outbound Sales - E162" as the Marketing Campaign, and always use the Retail Business Unit for Home Depot- varies depending on the Job Type.
For Example;
HC-Maintenance 5-9 = 70 - Retail Home Depot HVAC Maintenance
