Check what happens when a customer calls.
A phone review starts with the customer’s experience. Call the main number during business hours and after closing. Listen to the greeting, follow the menu, and check whether the call reaches the intended person.
Compare that experience with recent call records. Look for unanswered calls, long waits, repeated transfers, and messages that never received a callback. Review recordings only where you have the required permissions.
Questions worth reviewing.
Routing
Confirm that menus, forwarding numbers, and overflow rules reach current staff.
Missed calls
Check which calls were missed and whether anyone followed up.
Voicemail
Listen for a clear greeting and confirm who checks messages and how often.
Conversation quality
Review whether staff can answer common questions, gather useful details, and agree on a next step.
Request The Phone Leak Scorecard.
Your request goes to the Caboodle team. Please leave out private financial or customer records.
Choose what to change first.
Try the main call paths
Check the routes customers use most, including after-hours calls.
Assign callback responsibility
Give missed calls and voicemail a named owner and a review schedule.
Review a sample together
Use a few permitted recordings or call notes to identify one training improvement.