After-Hours Call Handling

Purpose

Defines how Spartan Plumbing handles customer calls outside of normal business hours to ensure emergencies are addressed and non-emergency leads aren't lost.

When to Use

All calls received outside business hours (before 7 AM and after 6 PM weekdays, weekends, and holidays).

Procedure

Avoca AI Handling

Avoca AI answers after-hours calls automatically.

Avoca collects the customer's information and books appointments for non-emergency calls.

Avoca bookings appear in ServiceTitan and are reviewed by the CSR team first thing the next business day.

CSRs verify Avoca bookings for accuracy — correct job type, service area, and customer info.

If Avoca couldn't book (customer had a complex issue, hung up, etc.), CSR follows up first thing in the morning.

Emergency After-Hours Calls

If a customer reports a life-safety emergency (gas leak, flooding, CO alarm), Avoca is configured to escalate to the on-call manager.

On-call manager assesses the situation and decides whether to dispatch an after-hours tech.

After-hours dispatch criteria:

- Active gas leak: Dispatch immediately.

- Active flooding with no shutoff access: Dispatch immediately.

- CO alarm with no alternative heating: Dispatch if tech available.

- All other issues: Book for first slot next morning and communicate with the customer.

After-hours dispatch carries an after-hours rate — customer must be informed before the tech is sent.

Morning Review Process

First CSR on shift reviews all after-hours Avoca interactions by 7:30 AM.

Verify each booking is complete and accurate.

Call back any customers who couldn't be booked — within 30 minutes of office opening.

Flag any emergency situations that were handled overnight for manager review.

Important Notes

• No after-hours lead should be lost. Avoca is the safety net, but CSRs own the follow-through.
• If Avoca books an appointment outside Spartan's service area or for a service we don't offer, catch it during the morning review and contact the customer.
• After-hours emergency dispatches must be logged in ServiceTitan with the on-call manager's approval noted.
• Track after-hours booking conversion rate — these are high-intent leads.

Related SOPs

• Emergency Call Triage & Prioritization — emergency classification
• Inbound Call Handling Script — standard call flow
• Lead Handling & Response Time Standards — response time expectations