There is no data about the phone
About the website you know everything: visits, source, what gets looked at. About the channel half the business comes through, nothing.
- Nobody knows how many calls came in yesterday.
- Nobody knows what they were about: only the odd ones are remembered.
- Peak hours are a feeling the team has.
- A missed call leaves neither a trace nor an explanation.
- To find out what was said you have to ask whoever picked up.
- You know how many came in, at what time and through which channel.
- Every conversation is classified by reason.
- Peak hours are a chart, and sometimes not the ones anyone assumed.
- No missed call goes without an explanation.
- The transcript is there, for when you have to see exactly what was said.
Measuring from the first call
Nothing to configure and nothing to integrate: it measures what is already happening.
Measuring is a skill of its own
None of the other eight solves anything here. This one does not handle calls: it counts them.
What each sector finds out
The data is the same; what comes to light is not. Go into yours and see what turns up.
That sixty per cent of the calls are about the price of a colour.
That the booking peak is not at lunchtime but at eleven at night.
That four out of ten calls are just to ask whether the car is ready.
That half the questions are about insurers and what each one covers.
That the same flat generates twenty calls and only three viewings.
What you see in the first week
These numbers come from businesses that had never measured their own phone.
On the day of a breakdown we got forty identical calls. Not one reaches the office now.
Manager of 300+ homes · MadridWhat everybody asks
Five quick answers to get the doubts out of the way.
Measure for a week and decide after
In seven days you can already see when the phone rings and what gets asked on it.
The phone causes more trouble
If this one rings a bell, these three will too. Each is solved on its own.