The plan is the product.
Anyone can put a person on a phone. What decides whether the call was worth anything is whether that person knew your rules, and followed them at 4pm on a Tuesday and 2am on a Sunday alike.
Mapping
We map what actually happens on your phone.
Forty five minutes, usually with whoever answers now. We are after the things that live in someone's head and have never been written down.
What we ask you
Six questions that write most of the plan
What are the five calls you get most often? What makes a call urgent, in your words? Which calls must always interrupt you, and which never should? What do you need to know before you can quote or book? Who is the second person to try? And what should we never say, promise or quote?
What you end up with
A written decision tree
The greeting in your wording, the qualifying questions in order, the branch conditions, the booking rules, the escalation path, and the hard limits. It is a working document, not a brochure.
Worth knowing
The plan is yours whether you sign or not.
You can see the shape of one before you ever speak to us. The call plan builder writes a draft for your industry in a couple of minutes, free, and you can bring it to the session as a starting point.
Approval
You sign it off before it answers anything.
Nothing goes live on our word. You read the plan, change what is wrong, and approve it. It is your business being represented.
On answer
Safety question first, commercial question second
For an after hours electrical call: is anyone in danger, is there smoke or sparking? Asked before anything else, every single time. If yes, the caller is told to ring 000 in your words and your on-call electrician is phoned immediately.
Then the branch
Tonight, or tomorrow
Is power off to the whole property, or one circuit? That single question decides a call-out tonight from a booking tomorrow, and you decided the answer months ago rather than the receptionist deciding it at 2am.
Close of call
Booked, transferred or escalated
Address, access notes, best contact, owner or tenant. The caller leaves with a time, not a promise that someone will call them back.
Within the minute
Written to you before they hang up
What the caller wanted and what we did about it, by SMS and email, on every call including the ones we filtered out.
Forwarding
Forward as much or as little as you like.
Overflow
Only when you cannot pick up
We answer when your line is busy or rings out after a set number of rings. Most clients start here, and your mobile keeps working exactly as it does now.
After hours
Evenings, weekends, public holidays
You take the phone during business hours and we cover everything outside them, including the days everyone else is closed.
Full time
Every call comes to us
Your team stops being interrupted and starts receiving booked work instead of a list of people to ring back.
You keep your existing number throughout. The forward sits behind the number you already advertise, so nothing on your vehicles, signage, website or listings has to change.
Review
The plan gets tighter every month.
A plan written on day one is a best guess. A plan corrected against three hundred real calls is an asset.
We flag what did not fit
Calls that fell outside the plan are logged rather than improvised over. Those gaps are the valuable part of the report.
You decide the new rule
We bring you the pattern and a proposed branch. You say yes, no, or something different entirely.
Everyone follows it that day
A change reaches every receptionist at once. There is no retraining lag and no arguing about which version is current.
Written limits
What we will never do, in writing, in your plan.
We do not give advice on your behalf, quote prices you have not set, make clinical or legal judgements, or promise someone will arrive by a time you have not agreed to. Those limits sit in the plan alongside the questions, and they are as much a part of it.
Start with the plan, not the contract.
The mapping session is free and useful even if you never sign with us. You end up with your call plan written down either way.