WTCO · free · about 10 minutes

Where did that call go?

Check how your business handles calls. Draw your own call flow. Get your own guide with your score, your drawing and what to fix first.

Start the checklist

Your answers stay on this page. Nothing is sent or saved unless you ask us to email your guide.

An example call flow, drawn in our hand-drawn style. In step 2 you draw yours.

  1. Step 1Check16 quick questions about how calls are handled
  2. Step 2DrawBuild your call flow and watch it drawn as you type
  3. Step 3Get your guideYour score, your drawing and your fixes in one document
0 of 16 answered
Step 1 of 3 · Check

Where could calls be slipping through?

Missed-call risks

Customers who ring and do not get through leave no trace. These questions show whether you would know.

01At the end of the day, can you see which customers rang and did not get through?
02Does one named person own ringing missed callers back, with a backup?
03Are missed callers rung back the same day?
04Do you follow up callers who hung up in the phone menu or reached voicemail without leaving a message?

Call routing

Where a call goes, and who it goes to, decides whether the customer gets a person.

05Do calls reach the right person or team the first time?
06When someone is on a call, do other calls move on to a colleague instead of ringing out?
07Is there a backup when the first person is away, at lunch or on leave?
08Is your phone menu short, three or four options at most?

After-hours handling

Customers ring when you are closed too. What do they hear, and who finds out?

09Do after-hours callers hear a clear message with your opening hours?
10Can after-hours callers leave a message that reaches a real person?
11Are public holidays and special closures set up ahead of time?
12Do you know how many customers ring after hours?

Gaps in your setup

Small gaps in the set-up add up: no written call flow, no view of busy times, nobody sure who to call.

13Can your team answer the business line from a mobile or laptop when they are out?
14Is your call flow written down or drawn where anyone can find it?
15Do you look at your call numbers every week or month, such as your busy times?
16Do you know exactly who to call when the phones stop working?
16 to go
Step 2 of 3 · Draw

Draw your call flow

A call flow is what happens to a call from the moment it rings: who gets it, what happens if they are busy, and what happens after hours. Fill in the boxes and your flow is drawn as you type.

The boxes start with an example. Change them to match your business. Nothing leaves this page.

Step 3 of 3 · Get your guide

Get your own guide

Your guide puts your checklist score, your drawn call flow, your call-back routine and the fixes to make first into one document you can keep, share with your team or hand to your phone provider.

Next step

Want us to look at your real calls?

A local WTCO adviser looks at how your calls are handled today, what happens when staff are busy and after hours, and how missed calls are followed up. Then we tell you plainly whether you need a small adjustment or a full upgrade.

Book my free 30-minute phone audit

P.S. What it costs to do nothing

The checklist and your drawing took a few minutes. Not knowing where your calls go costs more. Every call that rings out, drops or goes nowhere is a customer who may ring someone else, and nobody sees it happen. For example, if one caller a week rings a competitor instead and the job is worth $1,500, that is about $6,450 a month. It is an example, so use your own numbers.

Book your free 30-minute phone audit today. Fix the gaps first, then let us check the rest. We are a call away on 1300 765 985.

A guide to where to look first, not a benchmark against other businesses. Example figures are illustrative. WTCO · Warrnambool Telephone Company · 1300 765 985 · service@wtco.com.au.

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