Properly Classifying Callback Jobs
Properly classifying Callback or “Recall” jobs in ServiceTitan is essential to our ability to report on them. Reporting on Callback jobs allows us to better understand the reasons we need to return to correct work performed for a customer and then focus on providing training to our technicians to reduce the number of Callback jobs moving forward.
What defines a Callback?
A callback is when a client calls Goettl back within 30 days following a repair, and they are experiencing the same or similar issue.
When a job is identified as a Callback, there are two ways that we classify the job for reporting purposes:
- The Callback Job Type- Once the job is identified as a Callback, the job type should be updated to either HVAC Callback or Plumb Callback.
- Selecting the Recall checkbox- This field in the job detail allows us to identify the job as a Recall (ServiceTitan’s term for Callback) and link the Callback job to the original job which was the source of the Callback.
We use different reports to analyze Callbacks, with some relying on the Job Type and others the Recall field. The Recall field’s link to the original source job allows us to identify the technician who was responsible for that job. This lets us ensure that they are receiving proper training on the repair, in hopes of preventing further Callbacks.
The following video will walk you through updating a job with Callback information.
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