Phone reception

Phone reception covers the entire journey of an inbound call: how fast it's answered, the greeting, need identification, any hold time, transfers, and resolution. It's a process quality, not just whoever picks up. A good reception is judged on three things: answer rate, response time, and the share of calls resolved on first contact.

For a local business, the phone is still the front door: most new clients call before showing up. A failing reception — endless ringing, a cold voicemail, holds with no callback — costs jobs while never showing up in any report. Measuring it honestly every month is the first step toward fixing it.