Call audit

1. 1

   Step 1 of 6

   Run the daily call audit

   Every day. Paste the transcripts; get scores, the booking rate, missed dollars and coaching notes.

   Done

   CSR / Dispatcher45 min per day

   Never paste: Customer phone numbers, addresses, emails or last names, card numbers, gate/lockbox/alarm codes, or techs' personal phone numbers. Replace them with PHONE, ADDRESS and CARD before you paste; the audit only needs to know they were asked for.
   Prompt · fill the [brackets]

   Audit today's inbound calls for our [HVAC / plumbing / electrical] shop.
   Company: [name]
   Date: [date]
   CSRs on the phones: [first names or initials]
   Membership plan: [plan name, price, top 2 perks]
   Diagnostic or trip fee: [$]
   Average ticket for estimates: [repair $, maintenance $, replacement lead $]
   Today's call transcripts: [paste every call, each starting with the time and the CSR's first name]
   
   Phone numbers, addresses and card numbers in the transcripts are replaced with PHONE, ADDRESS and CARD. Count those as captured.
   
   STEP 1. Put every call in one bucket:
   - Never connected: dropped, voicemail, hung up on hold
   - Not a lead: vendor, sales pitch, wrong number, job applicant
   - Existing work: current job, billing, warranty, reschedule
   - New demand, booked
   - New demand, not booked
   - Can't tell from the transcript
   
   STEP 2. Score every new-demand call out of 20, 1 point per item:
   - Greeting (2): said the company name; gave their own name and offered to help
   - Caller details (3): got the caller's name and used it; got the service address; got a callback number
   - Found the problem (3): let the caller describe it in their own words; asked how long and what changed; checked for safety issues (gas or burning smell, active leak, sparking, no heat or AC with someone at risk)
   - Soonest appointment (3): offered the first open slot; gave a second choice when the first didn't work; set a clear arrival window
   - Price questions (3): gave a real number, like the diagnostic fee; explained how pricing works before any work starts; went back to booking after the price
   - Membership plan (2): asked if they're already a member; gave the plan's main benefit in one sentence
   - Asked for the booking (2): asked without waiting for the caller to; if they hesitated, asked what was holding them back
   - Confirmed and closed (2): read back the day, window and address; said what happens next
   If the caller never asked about price, mark Price questions N/A. If they're already a member, mark Membership plan N/A. Score those calls out of the points that are left.
   Booked: yes or no. If no, give one reason: price, wanted sooner, wanted a different day or time, just shopping, outside our area or a service we don't do, hung up, CSR didn't ask, or other (say what).
   
   STEP 3. Daily summary:
   1. A table of every call: time, CSR, bucket, score, booked, reason not booked.
   2. Bucket counts.
   3. Booking rate = new demand booked ÷ (new demand booked + new demand not booked). Leave every other bucket out of it. Show the math. If we run more than one trade, give each trade its own rate.
   4. Missed opportunities ranked by estimated dollar value, highest first: every new-demand call we didn't book, plus any never-connected call where a voicemail shows it was new work. Use only my average ticket numbers, say which one you used, and label every figure as an estimate.
   5. Never-connected calls by hour of the day.
   6. Coaching notes for each CSR: calls taken, average score, booking rate, one strength with a short quote from a call, the rubric line they missed most with the exact words to try instead, and one thing to practice tomorrow.
   7. Callback list for tomorrow morning: caller first name, time they called, what they needed, why they didn't book.
   8. One line for the weekly review, exactly like this:
   Date | new-demand calls | booked | not booked | booking rate | average score | never connected | top reason not booked | estimated missed $
   
   Rules: Score only what's in the transcript. If something isn't there, give it 0 and write "not in transcript." Don't invent dollar figures beyond my averages. Coach behaviors, not personalities.

2. 2

   Step 2 of 6

   Follow up on missed and unbooked calls

   Next morning. Work the callback list from the audit, highest dollar first.

   Done

   CSR / Dispatcher15 min per day

   Never paste: Customer phone numbers, addresses, emails or last names, card numbers, gate/lockbox/alarm codes, or techs' personal phone numbers. Use first names only.
   Prompt · fill the [brackets]

   Write follow-ups for callers we missed or didn't book at our [HVAC / plumbing / electrical] shop.
   Company: [name]
   Callers to follow up: [paste the callback list: first name, time they called, what they needed, why they didn't book]
   Openings we can offer: [today and tomorrow time windows]
   Price facts we can share: [diagnostic or trip fee, what it covers, any current offer]
   Sign off as: [your first name]
   
   For each caller give me:
   1. A text under 300 characters. If the call never connected, open with "Sorry we missed your call." Name a real opening from my list.
   2. A call-back opener, 2 or 3 sentences, that answers the reason they didn't book. Price: give the real number and what it covers. Wanted sooner: offer the earliest opening first. Just shopping: offer to answer one question, no pressure.
   3. A voicemail under 20 seconds.
   4. When to stop: after one text and one call with no reply, mark it closed.
   
   Rules: No fake urgency, no "limited time" unless I listed a real offer, and stop if they ask us to.

3. 3

   Step 3 of 6

   Handle a price shopper

   When “price” keeps showing up as the reason a call didn’t book, rewrite the answer.

   Done

   CSR / Dispatcher30 min once

   Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
   Prompt · fill the [brackets]

   Write a short phone response for price shoppers.
   Service asked about: [repair / replacement / drain cleaning]
   Our model: [diagnostic fee, flat-rate pricing, free replacement estimate]
   Differentiators: [same-day, licensed, warranty, reviews]
   
   Be honest about why we can't quote a repair blind, give a real number where we can (diagnostic fee), and offer to book. Include 2 versions: repair and replacement.

4. 4

   Step 4 of 6

   Offer the membership on the phone

   When the audit keeps flagging the membership plan as not mentioned.

   Done

   CSR / Dispatcher15 min once

   Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
   Prompt · fill the [brackets]

   Write a short, low-pressure membership offer for CSRs.
   Membership: [name, price, key benefits: tune-ups, priority, discount, no after-hours fee]
   Moment: [booking a tune-up / repair call]
   
   2-3 sentences, mention one benefit that applies to this call, easy to say no to.

5. 5

   Step 5 of 6

   Script an inbound no-heat or no-AC call

   When “Found the problem” scores low on emergency calls.

   Done

   CSR / Dispatcher1 hr once

   Never paste: Customer addresses, phone numbers or emails, gate/lockbox/alarm codes, card numbers, or techs' personal phone numbers.
   Prompt · fill the [brackets]

   Write an inbound call script for a [no heat / no AC] call.
   Company: [name]; Hours/after-hours fee: [policy]
   Diagnostic fee: [$], member pricing: [$]
   Questions we need answered: [system age, what it's doing, thermostat, breaker, vulnerable people at home]
   Booking: [windows available]
   
   Friendly, calm, quick. Include a safety check (gas smell, CO alarm, elderly/infant in home), simple troubleshooting the homeowner can do (thermostat, breaker, filter), and how to state the fee confidently.

6. 6

   Step 6 of 6

   Write the weekly CSR coaching review

   Friday. Roll up the daily audits into one focus per CSR and a 15-minute huddle.

   Done

   Service Manager45 min per week

   Never paste: Employee pay, disciplinary records with full names, customer names, addresses and phone numbers, or medical/personal info about your CSRs.
   Prompt · fill the [brackets]

   Roll up this week's daily call audits into a CSR coaching review.
   Company: [name]
   Week of: [dates]
   CSRs: [first names or initials]
   Our booking rate goal: [your target, e.g. 70%]
   Last week's focus for each CSR: [name: what they were practicing]
   Daily audit results: [paste each day's weekly-review line and the CSR coaching notes]
   
   Give me:
   1. The week at a glance: new-demand calls, booked, not booked, booking rate (booked ÷ booked plus not booked), average score, never-connected calls. Compare it with my goal and with last week if I pasted it.
   2. A table for each CSR: calls, booking rate, average score, the rubric line they missed most, and whether last week's focus improved. Point to the days or calls that show it.
   3. The top 3 reasons calls didn't book, with the estimated dollars from the daily audits labeled as estimates, and one script fix for each.
   4. When calls went unanswered, by hour of the day, and one staffing or overflow idea.
   5. One focus for each CSR for next week: what good sounds like, a 2-minute role-play to practice it, and how we'll know it worked in next week's audits.
   6. A 15-minute team huddle: one win to celebrate, one team-wide fix, the role-play.
   
   Rules: Use only the numbers I pasted. Keep individual coaching for one-on-ones; the huddle names no one's weak spots. Coach behaviors, not personalities.

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