How should inbound calls be categorized?
Use two separate axes: why the person called, and what happened. Keep each list short enough that a manager can hold it in their head — roughly a dozen re…
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Call Intelligence
Transcription, intent, bookability and what calls reveal.
How do I set up call alerts that people will actually act on?
Alert only on conditions that have a named owner and a next action, and always pair a rate with a volume floor so small samples cannot trigger anything. C…
Bookings are down this month. How do I tell if it is marketing or the phones?
Walk the funnel in order and stop at the first number that moved. Total calls, then answered calls, then bookable calls, then booking rate on bookable cal…
How do I know whether my after-hours answering service is costing me jobs?
Measure after-hours demand from your own telephony records, not from the service's report. Then match every message the service says it took against recor…
How do you calculate booking rate correctly?
Booking rate is booked calls divided by bookable calls over the same period. Using total calls as the denominator understates performance and makes the nu…
What actually causes bad call transcription, and which causes can I fix?
Most transcription damage comes from the recording path rather than the speaker. Aggressive audio compression, mono mixing, low sample rates and hold-musi…
What happens to calls that come in after hours?
They go to voicemail, to an answering service, or nowhere. After-hours calls tend to carry higher intent than daytime calls, because people generally do n…
What is an abandoned call, and how much does hold time really cost?
An abandoned call is one where the caller hung up before reaching a person. Two kinds matter and they have different fixes: hanging up while ringing, whic…
What is the difference between a bookable call and a booked call?
A bookable call is one where the caller wanted work you actually perform, in an area you serve, and could have been scheduled. A booked call is one that w…
What is the difference between a missed call, an abandoned call, and a hang-up?
They fail at different points and they have different fixes. A missed call rings and nobody answers. An IVR abandon is a caller who quits inside the phone…
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