Common calls and how to handle them
Project estimates
Capture whether the project involves lighting, a panel, outlets, or another service listed by your business. Let the estimator confirm scope and requirements.
Commercial inquiries
Ask for the business location, site contact, and access hours. Route commercial work separately if your company uses a dedicated estimator.
Existing appointments
Explain your supplied appointment-change policy and record the caller’s requested change. Staff can verify the appointment before updating it.
What to collect for a useful follow-up
Choose the minimum information your team needs to respond. A concise request is easier to review than a long, unfocused message.
- Requested electrical service and property type
- Site address and contact person
- Preferred estimate time and access hours
Review call summaries and transcripts in your dashboard, then let the responsible staff member confirm the next step.
Example phone conversation
Illustrative script, not a recording or customer result. Use only services your business actually offers.
Caller
Do you install chargers for electric vehicles?
CallPlan
If EV charger installation is listed in our services, I can take an estimate request. What is the project address, and how can the team reach you?
The goal is a clear request and a useful handoff. Collecting these details does not confirm an appointment, price, or arrival time.
An idea to try: make the call path more specific
Maintain a list of services you do and do not offer. A clear answer about residential versus commercial work can save callers from submitting a request your team cannot fulfill.
Set up the workflow in CallPlan
- Supply your business knowledge. Add current services, hours, coverage, FAQs, and policies in your dashboard.
- Define the handoff. Specify the intake questions, transfer contacts, and situations that require a person.
- Check appointment handling. Decide whether to collect requests or use a configured booking workflow. Verify calendar readiness before confirming times.
- Review the experience. Try representative calls, check the resulting summaries, and update unclear or outdated instructions.
Essentials supports business answers, routine requests, configured transfers, and call summaries. If your workflow requires connections to existing software, discuss CallPlan Connect. Integration availability and scope depend on your tools and requirements.
Common questions
Can the agent give electrical repair instructions?
Keep calls focused on service intake and approved business information. Electrical troubleshooting and project assessment belong with a qualified person.
Can we keep our existing phone number?
Once your CallPlan service is activated, you can forward calls from your existing number to your assigned CallPlan number. Forwarding options depend on your phone provider.
What should we provide before getting started?
Start with the information in the intake checklist above, along with your approved answers and handoff contacts. Submit your Business and Agent information through the dashboard; payment alone does not activate call handling.