Training Documentation
Complete call center training materials, scripts, and procedures
Module 1: Call Fundamentals
Master the foundational elements of every successful call including greetings, contact capture, and the mandatory call flow.
Universal Greeting
Call Flow
Contact Capture
Brand Guidelines
Module 2: Inbound Calls
Complete scripts for HVAC repair, maintenance, new equipment sales, duct cleaning, plumbing, and appliance repair calls.
HVAC Repair
Maintenance
Equipment Sales
Pricing Reference
Module 3: Objection Handling
Proven techniques for overcoming common objections with the 3-strike rhythm and re-engagement strategies.
Price Objections
Talk to Spouse
Shopping Around
8-Step Loop
Module 4: Outbound Campaigns
Outbound call strategies for comfort club enrollment, lapsed customers, duct cleaning, and system replacement campaigns.
Comfort Club
Lapsed Customers
Seasonal Campaigns
Weather Triggers
Module 5: Advanced Techniques
Advanced call control, ELPO framework, sales psychology, and strategies for handling difficult customers.
Call Control
ELPO Framework
Sales Psychology
Quality Checklist
SuccessWare CRM Guide
Complete training on using SuccessWare for customer service, searching, creating customers, and managing opportunities.
Getting Started
Customer Search
Call Scripts
Dispatch Board