A short assessment of how your setup fits together

• One or two phones ring; whoever is free picks up; after hours it goes to voicemail or nowhere.
• A phone system exists, but changes need a supplier or someone who knows the old settings.
• Calls are routed by a system we control; we can change hours, greetings and who gets calls.
• Routing is deliberate per team and site, reviewed when the business changes, and covers after hours and overflow.
• Doesn't apply to us

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• We don't know how many calls we miss; missed calls go to voicemail or ring out.
• We know we miss calls at busy times or after hours, but there's no set way of handling them.
• Missed calls are handled somehow (a service, a message system, a rotating mobile), and someone checks.
• Every call has a defined path when the first person can't answer, and we see the numbers regularly.
• Doesn't apply to us

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• Most things would stop (phones, payments, cloud apps) and we'd wait for the provider.
• Some things would stop; we have a workaround (hotspot, a mobile) but it isn't planned or tested.
• Critical services have a planned fallback (a second connection or mobile backup) at our main site.
• Each site's connection matches what runs on it, the backup has been tested, and we know who to call.

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• Personal phones and whatever data they have; numbers leave with the person when they go.
• Business mobiles exist, but plans, numbers and replacements are handled one by one as problems come up.
• Business mobiles on managed plans; work numbers belong to the business; replacements are straightforward.
• Work numbers belong to the business, mobile services are managed centrally, changes are controlled, and it's reviewed when the workforce changes.
• Doesn't apply to us

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• We don't really know; routine calls and tasks are mixed in with everything else.
• We know which routine jobs take the time, but they're handled by hand and get dropped when it's busy.
• Some routine jobs have a defined process or tool (online booking, templated replies, a dedicated person).
• Routine jobs are defined, measured and handled by tools and people, with a clear point where a person steps in.
• Doesn't apply to us

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• When a customer complains or something goes wrong later; we don't review conversations.
• A manager listens to or reads a few conversations now and then; it depends on time.
• We review a regular sample against a checklist, and coaching or fixes follow from it.
• The conversations that matter are reviewed systematically, issues go to the right person, and we see trends.
• Doesn't apply to us

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• It depends what broke; we work out which provider to call each time, and often get passed between them.
• We have a list of providers and contracts, but chasing a fix across them falls to one of us, on top of the day job.
• One person or provider coordinates most issues for us, but some areas still sit outside that.
• Ownership is clear per area, cross-provider issues have a named coordinator, escalation paths and renewals are known.

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• Customers wait, calls go unanswered or work backs up until it passes; we absorb it.
• We pull people off other work or pay overtime; it works but costs us elsewhere.
• We have some flexible capacity (casuals, a service, an overflow arrangement) for the predictable peaks.
• Capacity flexes with demand by design, across hours and channels, with quality kept whoever does the work.
• Doesn't apply to us

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