Common calls and how to handle them
New service inquiries
Capture the caller’s description of the pest activity and the property address. Share only the services and inspection process you have supplied.
Recurring visits
Record whether the caller is asking about an existing plan, a return visit, or a schedule change. Route plan-specific questions to your office.
Commercial locations
Ask for the site contact and property type, then collect access preferences. Staff can review the location before recommending service.
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.
- What the caller observed and where
- Home or business and service address
- New service or existing plan, plus callback details
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
I keep seeing insects near the kitchen. Can you help?
CallPlan
I can take an inspection request. Could you describe what you have noticed and tell me the service address?
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
Avoid making pest identification mandatory. A caller’s own description may be enough to route an inspection request without giving them a diagnosis over the phone.
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 Try representative calls, check the resulting summaries, and update unclear or outdated instructions.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 recommend a treatment?
Use it for intake and approved service information. Treatment selection, safety instructions, and guarantees should come from your business’s qualified staff.
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.