Stop 7 of 9 · Weekly
Call recordings and the booking rate
The unbooked calls become five named reasons with the sentence where each one turned, then two script lines and a number Sam reads again next Friday.
The booking rate has a recording behind it
Stop 1 put the booking rate on Sam's phone every morning. This stop is the only way to move it. Every call that did not book was recorded, and the reason is usually in one sentence about ninety seconds in.
Ninety unbooked calls is four hours of listening and nobody has ever done it twice. As transcripts it is one prompt.
Trim before it goes anywhere
Turn on redaction in the recording tool so card and account numbers are masked at the source. Then cut street addresses out of the transcript export, because callers read them out. What stays is the CSR's first name, the call time, the job type asked about, and the words. Pay and scorecards do not belong in this file, and this analysis is not a performance review.
The five reasons
| Reason | What it sounds like on the call |
|---|---|
| Price shock, no option offered | A number given, then a pause, then thanks |
| No availability offered | The two windows the caller asked for, both no |
| Transferred and dropped | A hold, then a different voice, then nothing |
| No callback promised | We will get back to you, with no time attached |
| Out of area or wrong trade | A city or a job we do not sell |
Five is enough. A sixth category always turns out to be one of these with a nicer name, and a list of twelve reasons produces a report instead of a change.
[upload last week's transcripts for calls that did not book, redacted, with the CSR first name and call time] Sort each call into exactly one of my five reasons: price shock with no option offered, no availability offered, transferred and dropped, no callback promised, out of area or wrong trade. Where it fits none, put it in unclear and say what you would need. For each call, quote the single sentence where it turned. Then rank the reasons by number of calls and by estimated lost revenue using my average ticket for that job type. Do not rank the CSRs and do not draw conclusions about any individual.
Take the largest reason from that ranking and write the two lines I add to the phone script. They have to sound like our office, work in under ten seconds, and give the caller something concrete rather than a soft close. Then tell me exactly which number I check next Friday to know whether the lines worked, and what size of change would be noise.
The training note
Dana runs the CSRs, and the note goes to her before it goes to them. It names the reason, not the person. Where one CSR is clearly struggling with one reason, that is a conversation with Dana and a ride-along on the phones, not a line in a group email.
Write the note Dana reads to the CSRs on Monday. One paragraph on what the calls showed as a group, the two new script lines, and one example of a call that went well with the sentence that made it go well. No names attached to the calls that went badly, no numbers about individual reps, under 200 words.
Read the new transcripts in the unbooked calls folder in my Drive. Report the five reasons ranked by calls and lost revenue, the change against last week for each, and whether the reason we wrote script lines for last week moved. One page. Save the counts to the tracking sheet and message me.