MISSED + UNBOOKED NP CALLS, WK 29
19
12 unanswered (lunch + after-hours) + 7 no-offer
Every call scored: answered, offered, booked. Reviewed weekly with the people who took them — coaching, not policing. The ceiling is this network's own best desk, not an industry chart.
ANSWER RATE
81%
▲ 4 pt WoW
BEST DESK (NORTH-04): 96%
BOOKING RATE
26%
▲ 4 pt WoW
BEST DESK: 44% · OF ANSWERED NP CALLS
OFFER RATE
58%
▲ 6 pt WoW
CLOSE RATE WHEN OFFERED: 45%
CALLS SCORED
28
of 31 NP-opportunity
118 CALLS IN · DOUBLE-SCORED: 5 · AGREE 93%
| DAYPART | CALLS IN | ANSWERED | ANSWER RATE | AVG HOLD | BOOKED | NOTE |
|---|---|---|---|---|---|---|
| Open (8–11:30) | 41 | 38 | 93% | 0:24 | 7 | steady |
| Lunch (11:30–1:30) | 26 | 14 | 54% | 1:41 | 1 | flagged — Tue/Thu single-cover |
| Afternoon (1:30–5) | 39 | 36 | 92% | 0:31 | 6 | steady |
| After-hours | 12 | 0 | 0% | — | 0 | routes to voicemail — overflow fix live wk 30 |
SAMPLE: ALL 31 NP-OPPORTUNITY CALLS ELIGIBLE, 28 SCORED (3 RECORDINGS FAILED). ANSWER RATE = 100% OF CALLS, FROM PHONE LOGS.
PRICE QUESTION, NO OFFER ATTACHED · 9 OF 28 SCORED CALLS
Caller asks what a consult or procedure costs; the desk quotes the fee accurately and the call ends there. No date is proposed. Seven of the nine were never offered an appointment — the fee answer is fine, it just needs an invitation stapled to it.
INSURANCE UNCERTAINTY STALLS THE CALL · 6 OF 28
Caller asks whether their plan is accepted; the desk isn't sure, offers a call-back, and the call-back loses the caller. The plan list exists — it isn't at the desk. Two of the six were plans we do accept.
HOLD WITHOUT A CHECK-BACK · 5 OF 28 · 2 HANG-UPS
Caller placed on hold past 90 seconds with no interim check-in; two hung up mid-hold. Both hang-ups were lunch-window calls with single coverage — same root cause as the daypart flag above.
Warmth flags up again — 11 of 28 calls flagged "warm," best on the network this week. When this desk offers, callers say yes at 45% — the close is not the problem.
Every price answer travels with a date: "…and I can hold Tuesday 2:00 or Thursday 10:30 while you decide." Nine no-offer price calls at this desk's own 45% close ≈ 4 bookings left on the table this week.
Not on the desk: lunch single-cover and after-hours voicemail are staffing/routing fixes — overflow to Central goes live Tuesday. The desk should not wear a system problem.
Callers keep asking about financing before price. Desk → media loop: financing line moves up in the ads and on the location page.
WHAT THE GAP COSTS — QUALIFIED-CALL VALUE MODEL · STATED ABOUT THE LEAK, NEVER ABOUT A PERSON
MISSED + UNBOOKED NP CALLS, WK 29
19
12 unanswered (lunch + after-hours) + 7 no-offer
AT THIS DESK'S OWN CLOSE RATE
≈ 7 bookings
45% when offered · conservative basis
ANNUALIZED AT AVG NP FIRST-YEAR VALUE
≈ $312K / yr
demand already paid for, sent to voicemail · model per DLV-32 workpaper