HTPD Basic Knowledge
To deliver a delightful experience every time for a lifetime.
What is HTPD Vision
This is the typical sequence a phone call follows from the moment a caller dials in until the issue is resolved or the call ends.
What is Call Flow
This report shows many tabs some of which include Aging period comparison, Net AR Change, Raw Builder Data by branch
What is the AR Analysis Report
The number of steps in HomeTeam's Exceptional Customer Service Process.
What is 6 steps
You join this early, mute yourself, and wait awkwardly.
What is a Teams Meeting
These three things make up The Rollins Way
These are the two lines that operate at each branch that can receive calls.
What is line 89 & 98
The amount of time it takes for us to respond to a customer call by sending a technician back out.
What is retreat response time
Customer should feel their business matters to you, and that you personally care they continue service with HomeTeam
What is Own It!
This feature removes your background clutter and replaces it with lies.
What is a virtual background
These are our Core Values
What is Commitment to serving others, People Focused, Continuous Improvement, Transparency, Fun, and Teamwork?
This type of call happens when it rings directly to an agent, but the agent does not answer.
What is a RONA?
This report can be found on the intranet Under pestpac > PestPac Reports. It should be pulled weekly and saved as .CSV
What is the ARM report?
In this part of the call you are connecting on a personal level; Establishing trust. Customer should feel their concerns are acknowledged and that you can relate as a consumer.
What is empathizing with the customer
What is a printer?
These Items make up our 6-Point advantage
Inspect & Identify
Remove cobwebs & wasps nest
Apply Pest Control (Taexx)
Treat Entry Points
Protect Perimeter
Review & Report
ACD + Abandoned calls + Flow out = Total Calls
ACD Calls / Total Calls = _________
What is Answer Rate
From day one of service through the first 90 days, this report shows how quickly revenue is collected.
What is the 3-month new start payment analysis report
The customer can hear it but they can't see it.
What is a smile?
This workday feels like it should be illegal.
What is Monday!
The internal website that hosts thousands of documents for training, monthend template as well as reporting for things like Data structure, form 1, and Route completion.
What is the Intranet
This type of call happens one of two ways.
1. Call connects to an available agent & Rona
2. Call sits in queue for 20-30 seconds without an agent becoming available
What is a flow out call?
$1,127,078 / 90 = $12,523
Ending AR = $34,643
$34,643/$12,523=2.76
What is DSO
Asking "Please tell me what happened?" or "How did we disappoint you?" is an example of this step
Uncover their needs
What is.... MOST meetings... (NOT THIS ONE)