Missed-Call Recovery Handoff (Handoff)
A handoff with 7 steps: Pull the client's last 90 days of call logs and tag every unanswered, abandoned, or after-hours call.
By InnovaAI ResearchPublished
What are the steps?
Missed-Call Recovery Handoff (Handoff)
- 01
Pull the client's last 90 days of call logs and tag every unanswered, abandoned, or after-hours call
Export from the existing phone system before any agent goes live. Segment by hour of day and day of week so the recovery window is set from observed behavior, not assumption.
- 02
Agree the recovery SLA in writing with the client, including the callback window and who owns a failed attempt
A 5-minute callback window suits home services; a 4-hour window may be acceptable in legal intake. Name the human owner for each escalation tier so the agency is not the silent default.
- 03
Map every call outcome to exactly one destination in the client's CRM or calendar
Booked, qualified-not-booked, wrong number, existing customer, and complaint each need a distinct disposition. Trillet-style live system writes and Goodcall-style calendar sync both fail quietly when dispositions are undefined.
- 04
Record a consent and disclosure script and get client sign-off before the first outbound recovery call
State that the caller is speaking with an automated assistant and confirm permission to call back. Store the approved wording with the client's written approval so a dispute has a paper trail.
- 05
Run 20 real missed-call scenarios against the configured agent and score escalation accuracy
Include one caller who asks for a human immediately, one who gives a partial address, and one who is already a paying customer. Anything below 90 percent correct routing goes back to configuration.
- 06
Hand the recovery queue to the client's front desk with a daily reconciliation sheet
The sheet lists recovered calls, booked appointments, and unresolved items with timestamps. Delivery teams should review it with the client for the first two weeks, then weekly.
- 07
Set the retainer review checkpoint at day 30 using recovered-revenue and callback-completion numbers
Report calls recovered, appointments booked, average callback time, and the labor hours still spent on follow-up. Price the ongoing retainer from those figures rather than from seat counts.