Run the daily call audit

When to use it

Once a day, after the phones quiet down. Paste the transcripts of the day’s inbound calls and get every call scored on the same rubric, an honest booking rate, the missed calls ranked by what they were likely worth, and coaching notes for each CSR. It works with any phone system or call-recording tool that gives you a transcript. If yours only saves audio, run the recordings through any transcription tool first. No transcripts yet? Score a few calls by ear with the printable CSR call scorecard.

The prompt

Copy this, then replace everything in [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.

Before / after

Before: The owner guesses the booking rate, and nobody listens to the calls that didn’t book.

After (example output, made-up calls):

Booking rate: 9 booked ÷ (9 + 4 not booked) = 69%. Left out: 3 existing work, 2 not a lead, 3 never connected.
Top missed: (1) 2:40 pm, Jen, no AC, wanted sooner. She offered Thursday only, no second choice. Est. $350 repair ticket. (2) 4:55 pm, voicemail, water heater leaking. Est. $350.
Jen: 7 calls, average 16/20, 5 of 6 booked. Strength: “I can have someone there between 2 and 4 today.” Missed most: the membership plan. Try: “Are you on our comfort club? Members skip the trip fee.” Practice tomorrow: offer a second time before the caller has to ask.
Weekly line: Oct 17 | 13 | 9 | 4 | 69% | 15.5 | 3 | wanted sooner | $1,400 est.

Tips

• Recording calls? Say so in your greeting or phone menu, and check your state’s consent rules. Some states require everyone on the call to agree.
• Too many calls for one chat? Run them in batches of about 10, then paste the batch summaries together and ask for one daily summary.
• The booking rate leaves out existing customers, vendors and wrong numbers on purpose. Count them and the number looks better than it is.
• Read the “not booked” list every day. That’s tomorrow morning’s callback list.
• Share coaching notes one-on-one. The AI drafts them; you decide what gets said.
• Review every draft before you send it. You’re accountable for what goes out.