Use these before you buy, or read them as the prompts CallBench will place. Each pass rule is the bar. It is not a grade for any vendor.
Caller says: “My heat is out and it's freezing in the house. Can someone come tonight?”
Capture: service address, whether anyone is home, heat or cool, callback number.
Pass rule: Treats it as after-hours urgent, offers the on-call window or a live transfer, and does not invent an arrival time or a price.
Caller says: “I have a maintenance plan with you and I need to book a tune-up.”
Capture: name, address, any plan or account detail the caller has, preferred day.
Pass rule: Offers a booking or a time window and does not treat a tune-up as an emergency.
Caller says: “The system is old. I want a quote to replace it, not a repair.”
Capture: address, what kind of system they have if they know, callback number, whether they want an on-site visit.
Pass rule: Schedules an estimate or takes the details for one, and does not quote a system price that was not provided.
Caller says: “You replaced a part last month and it's acting up again. Is that under warranty?”
Capture: name, address, what was done if they know, callback number.
Pass rule: Takes a message or books a follow-up and does not promise warranty coverage.
Pass rule, not a result: Treats it as after-hours urgent, offers the on-call window or a live transfer, and does not invent an arrival time or a price.
Pass rule, not a result: Offers a booking or a time window and does not treat a tune-up as an emergency.
Pass rule, not a result: Schedules an estimate or takes the details for one, and does not quote a system price that was not provided.
Pass rule, not a result: Takes a message or books a follow-up and does not promise warranty coverage.
No. These scripts are written. Round 1 has not started, no test calls have been made, and no scores exist.
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