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Call Flow Audit
Find out what your missed calls cost.
Map it. Measure it. Price it. Fix it. Measure again.
I map how calls move through your phone system, measure 30 to 90 days of traffic, put a dollar figure on the cost and the loss, and give you ranked options to fix it. For organizations with several locations where a missed call is a missed customer: dental and medical groups, home services, legal, property management.
Estimate
Estimate what missed calls cost you.
Your estimate
a month
- A year
- Calls not answered each month
- New customers lost each month
- Each point of answer rate is worth
- a month
This uses your estimates. An audit replaces each one with figures measured from your own call records.
How it works
Six steps, four to six weeks.
0 · Qualify
A 20-minute call and one sample export from your phone system. If there is not enough data to measure, I say so before anything is signed.
1 · Map the architecture
Every number, menu, queue, after-hours rule, carrier and contract, drawn as one diagram of how calls actually travel.
2 · Measure the traffic
30 to 90 days of call records: answer rate by hour, day and location; hang-ups in queue; hold times; voicemails; callers who tried again.
3 · Price the cost and the loss
What each handled call costs you, and what unanswered calls lose, as a low, likely and high range with every assumption written down.
4 · Rank the options
Three to five fixes, each with its cost, expected recovery and payback, compared against doing nothing. Many start with settings your current system already has.
5 · Measure again
30 to 60 days after you act, I re-run the same measurement so you see the change in your own call records.
What changes hands
What you send, what you get.
You send
Read-only access and a few numbers.
- 30 to 90 days of call logs, exported from your phone system
- Read-only admin access, or screenshots of your call routing
- Recent carrier and phone-system bills
- Hours and front-desk staffing by location
- What a new customer is worth to you, roughly
You get
Documents your team keeps.
- A diagram of your call flow as it really runs
- A traffic report showing where and when calls die
- The monthly cost and loss, with assumptions shown
- Ranked options with cost and payback
- A before-and-after report once you act
Your data
Handled for a healthcare client.
- Caller numbers are hashed when they arrive
- No call recordings are collected
- Raw exports are deleted when the engagement ends
- A business associate agreement for healthcare clients
Works from the call logs most systems export, including RingCentral, Weave, Mango Voice, Zoom Phone, Webex, Microsoft Teams and Cisco.
Terms
Fixed price, quoted before you share any data.
Pilot
No charge for the first few audits
While the method is being proven, a small number of audits are free in exchange for permission to describe the results without naming you.
After the pilot
One fixed fee, set by number of locations
Quoted after the qualifying call. Nothing is billed by the hour, so a finding of "your calls are fine" costs the same as any other.
Independence
No referral fees from phone vendors
Options are ranked on cost and payback. If a recommended option is a Latimer Woods product, such as Word Is Bond for testing voice agents, the report says so.
Start an audit