Storm Playbook

Welcome to The Call Center Doctors storm damage appointment program. This playbook covers everything you need to hit the ground running. We handle the dialing, scripting, and appointment setting -- your job is to show up and close. If you ever have questions, reach out to your account manager directly via Slack or phone.

Within 24 hours of signing up, you'll receive a welcome email with your login credentials, links to your appointment tracker, and a Loom walkthrough video showing you the full dashboard. Check your spam folder if you don't see it. The email comes from info@ccdocs.com.

Every appointment we set goes into a shared Google Sheet tracker. You'll see the homeowner's name, phone number, address, appointment date and time, and notes from the call. We also send calendar invites so appointments show up directly on your phone. A Loom video walkthrough is included in your welcome email showing how to use and filter the tracker.

All calls are recorded for quality assurance. You'll have access to recordings for every appointment we set so you can listen before the meeting and know exactly what the homeowner was told. Recordings are linked in the appointment tracker and available for 90 days. A Loom video walks you through how to access and play back recordings.

We use Slack for day-to-day communication. You'll get an invite to our shared workspace with a dedicated channel for your account. This is where you'll receive real-time appointment notifications, ask questions, flag issues, and coordinate with your account manager. Download Slack on your phone so you don't miss anything in the field.

Slack is the fastest way to reach us. For urgent issues (wrong address, homeowner cancellation), message your Slack channel immediately. For non-urgent requests (schedule changes, area adjustments), Slack or email is fine. We aim to respond within 1 hour during business hours (Mon-Fri, 9am-10pm ET). Weekly check-in calls are available if you want them.

If you use HighLevel (or want to), we can push appointments directly into your CRM pipeline. This means automatic contact creation, pipeline stage assignment, and follow-up task generation. Let your account manager know your HighLevel sub-account details and we'll handle the integration. If you use a different CRM, we can usually work with it too -- just ask.

Not every homeowner will answer the door. That's normal. Here's how we handle it:

• If a homeowner no-shows, let us know in Slack within 24 hours
• We'll attempt to reschedule the appointment at no extra charge
• Confirmed no-shows after 2 reschedule attempts are credited back to your account
• Always confirm the appointment with the homeowner the morning of -- we do too, but a double-touch helps