QA Handbook 2026

Maintain a positive and friendly tone throughout the call.

Tone KPI

Offer restoration services when the customer reports a water leak or water damage.

Connection KPI

Address the customer by name during the conversation.

Personalization KPI

Offer a prepaid plumbing inspection to customers with a membership.

Connection KPI

Saying "I'm sorry to hear that. I'll be happy to help get this taken care of”

Empathy KPI

The tune up service is $69

Fee/ Warranty KPI

Confirm the customer's address, phone number, and email before ending the call.

Verification KPI

Apply the Commercial tag for commercial properties.

Documentation KPI

Ask HVAC qualification questions: number of units, unit type, outdoor and indoor locations, and whether a ladder is required.

Probing Questions KPI

Dispatch the technician with the appropriate skill set for the job.

Booking Path KPI

Log the task for the correct department.

Customer Resolution

Resend the booking confirmation after rescheduling an appointment.

Documentation KPI

Notate all customer provided details in the job notes.

Documentation KPI

Take the customer's consent for Audio recording question when booking a job.

Booking Path KPI

Offer additional services before ending the call (Electrical, Plumbing, or HVAC).

Cross Sell KPI

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