33 MILE RADIUS: BEST PRACTICES

Welcome to 33 Mile Radius!

The following information will help ensure you are successful, teach your how to manage your account, and set your expectations for our system works.

List of items in this email:

  • Keys to Success
  • Definition of a Billable Lead
  • How to Handle Calls
  • How to Dispute Calls
  • How to Pause Your Account
  • How to Manage Your Partner Dashboard
  • Calls from our Call Center
  • The Billing Cycle and Pre-Billing
  • Past Due Accounts and Collections
  • The Cancellation Process

Keys to Success:

  • Have a live person answer every call
  • Have your best closer answer each call
  • Answer and handle calls properly
  • Verify the caller is the homeowner or decision maker
  • Ask qualifying questions to determine the type of work
  • Call back missed calls right away
  • Keep your notes updated

Always Remember These Things:

  • YOU WILL BE BILLED IF YOU SET THE APPOINTMENT, EXCHANGE CONTACT INFORMATION, OR REFER THE LEAD TO ANOTHER COMPANY
  • NOT EVERY BILLABLE LEAD WILL TURN INTO A JOB
  • YOU WILL BE BILLED EVEN WHEN CALLS ARE UNANSWERED, GO TO VOICEMAIL, ANSWERED BY AN IVR, OR ARE POORLY HANDLED
  • WE ARE ADVERTISING A FREE ESTIMATE AND YOU REQUIRED TO OFFER A FREE ESTIMATE

Definition of a Billable Lead

You will be billed for the lead for the following reasons:

  • An appointment is set
  • Contact information is exchanged
  • You refer the lead to another company
  • Call goes unanswered (4 rings or more)
  • Call goes to voicemail, regardless if they leave a message
  • Call is answered by an IVR
  • Call is poorly handled

You are only required to set the appointment when:

  • The caller is the homeowner or decision maker
  • The caller has the authority to authorize the work
  • The caller is inquiring about the service you are signed up for (Ex: Water, Fire, Mold Remediation, Plumbing, or Biohazard)
  • The caller is located in a country you are signed up in

Tips to Avoid Being Billed

  • Make sure a live person is answering calls
    • Have your best closer answer each call
    • Calls that go unanswered (4 rings or more) are billable
    • Calls that go to voicemail are billable, even if they don’t leave a message
    • Calls that are answered by an IVR are billable
  • Never give an estimate or pricing over the phone
    • Calls where you give quote a price or give an estimate are billable
    • This includes giving a minimum charge or a range of pricing for the job
    • Let the caller know you need to inspect damage before giving an accurate price
  • Never refer the lead to another company
    • Calls referred to another company are billable

Handing calls that are unanswered or go to voicemail:

  • Always call the caller back as quickly as possible
    • We will send the caller’s number to you by text and email immediately after missing the call
  • Update your notes to let us know what happened when you returned their call
  • These calls will be marked as billable, but our dispute team will review your notes

Handling short calls (3 rings or less without being answer):

  • Always call the caller back as quickly as possible
    • We will send the caller’s number to you by text and email immediately after missing the call
  • Update your notes to let us know what happened when you returned their call
  • These calls will be marked “TBD Short Call”
  • Our dispute team will review your notes and follow up with the caller to determine if the call is billable

You will be billed as follows if you set the appointment:

  • Water/Fire – PRICE DETERMINED BY COUNTY
  • Biohazard – PRICE DETERMINED BY COUNTY
  • Rebuild Only – PRICE DETERMINED BY COUNTY
  • Mold – $100
  • Carpet Cleaning – $50
  • Air Duct Cleaning – $50
  • Upholstery Cleaning – $50

How to Handle Calls

Always answer your phone professionally. Avoid asking “what is your emergency,” because not every situation will be an emergency. Instead, ask how you can help.

Thanks for calling COMPANY NAME. This is FIRST NAME, how may I help you?

If the caller asks if you are a different company, let them know you are a different company but offer the same services. Never mislead the caller.

No, this is COMPANY NAME, but we offer the exact same services as DIFFERENT COMPANY. Is there something I can help you with?

After the caller explains their situation, confirm that they are the homeowner or decision maker and they have the authority to authorize the service. If they are, then confirm they are calling for a service you are signed up for and are in a country you are active in. If they are not, advice them to have the homeowner or decision maker call the same number they just dialed. We will route that number directly to you for the next 48 hours.

How to Dispute Calls

In order to dispute a call, log in to your dashboard and add comments in the partner notes section after the call occurs. Include as much detail as possible about the call as possible.

** ALL DISPUTES FOR THE BILLING CYCLE MUST BE ADDED BY THE FOLLOWING TUESDAY AT 12 PM EASTERN **

** PARTNER NOTES FIELD WILL BE LOCKED AT THIS TIME EACH WEEK **

All disputes will be reviewed by Wednesday at 5 pm Eastern. Once a dispute is reviewed, there are three possible outcomes:

  • Agreed: We agree with your dispute and you will not be charging
  • Not Agreed: We cannot confirm your dispute with the caller and the call is still billable
  • Settle For Less: We are reducing the cost as a courtesy

How to Manage Your Partner Dashboard

  • Watch our partner dashboard training video to learn how to manage your account. Watch Video
  • Always update your notes in your partner dashboard after each call

How to Pause Your Account

It is your responsibility to pause your account when you get busy or need time off. If you do not pause your account, you will be billed for leads we send you. You have the option to pause specific counties or your entire account.

To pause, log in to your dashboard, hit the pause button, and choose your pause duration. There are several options for the pause duration, ranging from 3 hours to 7 days.

Your account will automatically reactive once the pause expires. We will send you text and email notifications to alert you that your pause has expired. If you need to pause for more than 7 days, contact your account manager.

Calls from our Call Center

Most of our calls will be be routed to you automatically, but you may occasionally receive a call from our call center. Our call center team member will clearly identify themselves as a 33 Mile Radius employee and that they are ready to transfer you a live customer that called into our system. Once you are connected with the customer, handle the call as you would any other call from us.

The Billing Cycle and Pre-Billing

The billing cycle runs Monday at Midnight to Sunday at 11:59 pm Eastern. Calls are billed on Thursday, however you may be pre-billed earlier if you exceed the pre-billing threshold. For example, if you owed $3000 last week, we will pre-bill you this week at $1500.

Pre-billing mitigates our risk and still allows you plenty of time to dispute calls before the end of the billing cycle. Each company may have a different pre-billing threshold. The pre-billing threshold for new accounts start at $600. We also run a credit card authorization check in the amount of $500 for all new accounts. This is not a charge, but only a check to mitigate our risk.

Past Due Accounts and Collections

If your credit card is declined, we will pause and lock your account, then call, text, and email you about resolving the issue. Once your account is past due by 30 days, we will sent a collection letter by certified mail.

If there is no response within 15 days of receipt of the collections notice (45 days past due), we will forward the case to our collections agency. If the past due amount is greater than what is considered small claims, we will contact our attorney to discuss our collection efforts.

The Cancellation Process

Send an email to leads@33mileradius.com to cancel your account.

Please contact your account manager if you still have any questions.

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