Last Tuesday we handled 42 no-heat calls between 6am–3pm and used a simple two-question triage to keep hold times under 3 minutes, but I worry it can feel rushed to homeowners. How are you coaching CSRs and techs to protect the relationship while moving fast, and who makes the call to push same-day versus next-morning when the board is full?
And i’d keep your “two-question triage” but add a 10‑second comfort check script (“are there kids, elderly, or no backup heat?”) preloaded in the dialer, then tag the call red/yellow for dispatch. Let the on‑duty dispatcher make same‑day vs next‑morning off a simple rule (red or sub‑25°F gets same‑day, others get first‑slot AM with a text check‑in), or do you prefer that call sit with the service manager?