Abandoned Call Process

 

What Is an Abandoned Call?
An abandoned call is when a customer calls us, but the call isn’t answered or doesn't get fully handled.

Objective of an Abandoned Call:

Always classify abandoned calls based on how the interaction actually went. Use the closest matching dropdown if the exact option isn't available.

• Overflow took the call? → Assign to Schedule Engine

• FGS Comm Call & caller disconnected? → Use Abandon Follow-Up – Caller Disconnected

• Overflow agent booked it? → Assign to that agent

• Call relates to an existing job? → Use Existing

• Agent took the call? → Assign to that specific agent
  Only use Hang Up if the caller disconnected during the call or reached us by mistake. Never assign follow-ups randomly or leave them unresolved.

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Step 1: Where to Find Abandoned Calls
•    Go to ServiceTitan Dashboard.
•    Scroll down to the bottom under the Agent Scorecard section.
•    Click on “Abandoned Calls” – a new window will pop up with a list of calls.

 

 

 

 

 

 

 

 

 

 

 

•    Calls are listed oldest at the top, newest at the bottom.

 

 

 

 

 

 

 

 

 

•    Don’t let calls sit for more than 30 minutes. Work from top to bottom and handle each one.
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Step 2: Listening to the Call
•    Click on a call to open the Call Playback window.









•    The call will start playing automatically.
•    Listen carefully to see what the customer needed.
•    Look at the “From” number to know who to call back.

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Step 3: Check the Customer Account 
•    If you see a name, it means they are an existing customer.
o    Call them back using ServiceTitan (click their phone number).
•    If you only see a phone number, it's likely a new customer.
o    Call them manually through Five9.

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Step 4: What to Do Based on the Call
Here’s how to handle different types of abandoned calls:

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

 

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Step 5: Reclassify the Call
•    Click the red “I’d like to reclassify the call” button.




 

• A form will appear with dropdowns.

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•    Choose the correct reason for the call:
o    This was not a service request. Excuse it.
o    This was a service request that was not booked.
o    This call was related to an existing job.
o    A job was booked for this call. 


Please Note: If a commercial call, mark it as "This is not a service request. Excuse it." 

•    In the “Who took the call?” dropdown:




o    Pick the name of the person who actually helped the customer.

Disclaimer: Never pick a random name or the one that’s already filled in.

•  In the Select a Call Reason section, choose the appropriate reason for the call from the  dropdown menu:

 

 

•  Add notes if applicable, inside the Additional Details: 

Please Note: For commercial calls, please type the word "Commercial" inside the Additional details.


•    Click UPDATE when you're done.




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Step 6: Call Script for Callbacks

When calling a customer back, say:
“Hi, this is [Your Name] with FGS/IHS. I’m returning your call from earlier today.”

Then ask:
“How can I help you?”

OR

“You mentioned [insert what they said in their voicemail]. I’ll be happy to assist.”

If the customer doesn’t answer:
•    Leave a voicemail with the correct callback number for their area:

 

 

 

 

 

 

 

 

 

   

 

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Important Reminders
•    Always use ServiceTitan to call back existing customers so the system logs the call.
•    Never leave calls unhandled for more than 30 minutes.
•    Always reclassify calls properly with correct names, reasons, and notes.
•    Don’t assign calls to yourself unless you personally handled and booked the call.
•    Accurate reclassifying keeps your team’s numbers clean and helps us track performance.