Your numbers
Call Flow Audit
Find out what your missed calls cost.
Map it. Measure it. Price it. Rank the fixes. 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. The free check replaces each one with figures read from your own call records, in your browser.
Start here
See what your missed calls cost, from your own call log.
- About you
- What you notice
- Your call log
- Sharpen it
- Send
How it works
Six steps: a report in four to six weeks, then a second measurement after you act.
0 · Qualify
A written read of one sample export within one business day. A call if you prefer. 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.
One fix we run ourselves
When the gap is busy signals, rang-out calls or after-hours callers.
Those three gaps are the ones RingTwice covers: busy and unanswered calls forward to a number we run, the caller asks for a callback to a number they give and confirm or leaves a message, and you get each one by email. It does nothing for long holds, a confusing menu or a slow callback routine; the report ranks those fixes separately, and it says so when RingTwice is the option it recommends. Launch pricing and early access are on the RingTwice page.
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
During the pilot the diagram, the ranked options and the follow-up report are written by hand from the measurement.
Your data
Built so caller numbers stay with you.
- Caller numbers are turned into codes on your computer before any file is sent
- No call recordings are collected
- Files are deleted 30 days after the audit ends, with a written certificate
- Admin access is read-only and removed when the audit ends
- Healthcare practices: a business associate agreement is signed before any call records change hands
Reads the call logs most systems export, including RingCentral, Zoom Phone, Weave, Microsoft Teams and Cisco. Where an export leaves something out (several do not mark voicemail separately), the report says so and the audit measures it another way.
Terms
Free during the pilot. After it, one fixed fee, quoted before any engagement.
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 step. 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 RingTwice for busy and unanswered calls or Word Is Bond for testing voice agents, the report says so.
Start an audit