For inside sales teams
A close rate you can defend
This page is for a pest control company with somewhere between 3 and 40 CSRs or inside sales reps in an office, and one person whose job is that room. If that person is you, you already have a phone system, a grievance with it, and a number the owner keeps asking about.
30-day trial. No credit card. Live in about a week.
Who this is for
The inside sales owner is the buyer
Not the owner of the company, usually. The person who runs the room. They came up through the phones, they know what a good call sounds like, and they are being asked to prove things they can hear but cannot show. Most of our inside-sales customers arrived with a phone system they were fine with and a reporting layer they were not. Tanner ran this room at BRD Pest Solutions across seven offices before building Plaibook, so the product was shaped by the same complaints.
The problems
What we hear on the first call
The close rate is whatever the reps say it is
Reps log the calls they want to log. The dashboard in the phone system counts dials, not outcomes. When the owner asks why the number dropped, the inside sales manager has a theory and no proof.
QA is one manager's ear
Someone listens to a handful of calls a week and grades them against what they personally think a good call sounds like. Two managers, two standards. The reps figure out which manager grades easy.
Speed to lead is a feeling, not a number
You know missed calls hurt. You do not know how many there were yesterday, who missed them, or whether anyone called back. The lead cost the same either way.
Too many screens
The phone system has reports. FieldRoutes has reports. The call tracking vendor has a dashboard. Somebody exports all three into a spreadsheet on Monday and by Tuesday it is stale.
Week one
What you see in the first week
Setup is us, not you. We connect the phone system and FieldRoutes, turn your script into scorecard steps, and backfill recent calls so the dashboards are full on day one.
- Every inbound and outbound sales call transcribed and scored against your script steps, starting with a month of historical calls we backfill for free.
- A scorecard per rep: which steps they hit, which they skip, and how that compares to the team.
- Close rate by rep and by lead source, matched to the sale in FieldRoutes rather than to what the rep logged.
- A missed-call and follow-up queue: who called, who did not get a callback, and how long it took.
- A leaderboard you can put on the TV if you want to.
The scorecard steps are yours. Confirm the address, quote the initial and the recurring, offer termite, ask for the sale, whatever your script says. We do not grade against a generic standard. See how one customer uses theirs on the customers page.
Month one
What changes after a month
- The inside sales manager coaches from the scorecard instead of from memory. Weekly one-on-ones take fifteen minutes because the calls to review are already picked out.
- The close rate you report upward is the same one the owner would get if they pulled FieldRoutes themselves. That argument ends.
- Reps know which step they are skipping and how often. Most fix it within a couple of weeks because nobody likes being the one at the bottom of a list for a reason they can see.
- Lead source conversations with the marketing agency happen with a report on the table.
The honest version of the timeline: the first two weeks are mostly the manager getting used to reviewing calls from a list instead of at random. The rep behavior change comes after that, once the scores have been on the wall long enough that nobody can call them a fluke.
The playbook score shows: did they confirm the address, confirm the payment, offer termite? You just look at it and go, 'okay, this rep didn't build value and then didn't close. That's what we focus on.'
What it does not do
- It does not replace your phone system. Reps keep working in the dialer and in FieldRoutes. Plaibook sits beside them.
- It does not make or answer calls. There is no AI voice agent. The follow-up product is text only.
- It does not override FieldRoutes. If the transcript and the FieldRoutes record disagree, FieldRoutes wins.
- It does not benchmark you against other companies yet. People ask for that a lot. It is on the list.
- It is not SOC 2 certified yet.
Phone systems we connect to today: Five9, Dialpad, RingCentral, Genesys Cloud, Zoom Contact Center, GoTo Connect, CallRail, CallTrackingMetrics, Nextiva, Quo and GoHighLevel phone. If yours has an API and is not on that list, we build it, usually in about a day, at no charge. Full list on the integrations page.
Bring your script. We will score a call against it live.
Thirty minutes with a founder. Tell us your phone system and roughly how many reps, and we will show you your own kind of calls scored, not a canned demo account.