The 15-minute missed-call audit

Review ten calls

For each call, record date, response time, customer need, next-step owner, and outcome: booked, pending, declined, or unknown.

Find one pattern

Count calls with no response or unknown outcome. Look for a pattern by time of day or the person on duty.

Write the rule

When a call is missed, who checks it, by when, where is the outcome recorded, and what gets escalated? Test one change for two weeks.