Missed calls
Calls ring out at lunch, after 5 and on the first hot or cold day, and most of those callers don't call back.
- Measure your true answer rate by hour of day, not your gut feel. Most owners guess high.
- Cover the gaps on purpose: lunch, the first and last hour of the day, Saturdays and the first big weather day.
- Set an overflow rule: after a set number of rings or calls waiting, calls roll to a second person or an outside team.