Switchboard operator
Measured failure
4 in 10 calls missed between 12 pm and 2 pm, and after 6 pm.
In a business with no dedicated switchboard, the physical switchboard overflows during off-peak hours. No callback is made the next morning: the caller rings a competitor.
Scope IN
- Pick up within 4 rings during business hours + extended hours (12 pm-2 pm, 6 pm-7 pm).
- Qualify the call (name, company, topic) and log it in the shared CRM.
- Transfer to the right internal contact or schedule a callback.
- Send a confirmation SMS to the caller with the callback slot.
Scope OUT
- Commercial negotiation and complex order taking.
- Personal call filtering and life-threatening emergency handling.
- Night switchboard 10 pm-7 am (covered by an external answering service).
Named human referent
The switchboard operator in place (or the owner if the role is outsourced)
Daily log accessible on demand: who called, when, who called back, callback delay. Weekly async review.
Single call — 1 h diagnostic
- · Count missed calls over 2 weeks via the PABX (carrier report).
- · Scope the qualification perimeter and the transfer script.
No commitment. Pilot priced after the diagnostic.
