How do you calculate the cost of missed calls?
Multiply missed calls by the share that are new job requests, then by your booking rate, then by your average ticket.
Revenue at risk = missed calls × new-job share × booking rate × average ticket
The calculator runs this for a busy-season week and a slow-season week, then adds up the year. It also takes out callers who get through later on their own. Count a caller who tried three times as one missed call, since it is one job.
Example: 20 missed calls a week, 40% are new jobs, you book half of those, and the average ticket is 400 dollars. That is 4 jobs and 1,600 dollars a week.
How do I export missed calls from RingCentral, Google Voice, OpenPhone or ServiceTitan?
- RingCentral: Admin Portal > My Extension > Call Log > Download > Call Log. The Result column shows missed calls.
- Quo (formerly OpenPhone): Analytics > set the date range > Export CSV. The file arrives by email, and Status shows missed calls.
- Google Voice (Workspace): Admin console > Reporting > Audit and investigation > Voice log events > Export all, then download the sheet as CSV.
- ServiceTitan: Reports > All Reports > Unbooked and Abandoned Calls. Abandoned means the caller hung up before reaching a CSR.
Drop the file in step 3 and tick the status values that mean “missed”. Four weeks or more gives a steady weekly count.
How much revenue do after-hours calls lose?
Multiply the yearly revenue at risk by the share of missed calls that come in outside your open hours.
After-hours loss = revenue at risk × after-hours share of missed calls
Set your open days and hours in step 3 and the heat map shades every missed call by weekday and hour. Calls outside your hours are counted as after hours.
Example: 50,000 dollars at risk a year and 30% of missed calls after hours puts 15,000 dollars of it after hours.
Why add maintenance-plan value to a missed call?
A new customer who joins your maintenance plan pays every year they stay, so a lost first call can cost more than one ticket.
Plan value per new job = plan join rate × yearly plan value × years on the plan
Example: 20% of new customers join a 200-dollar plan and stay 3 years. Each booked job carries 120 dollars of plan value on top of the ticket.
Leave the join rate at 0 if you have no plan.
What should I do with the never-called-back list?
Call or text those numbers today, newest first. They called you, and nobody from your number has reached them since.
Then set up a text back within a minute of every missed call. Our field guide on missed calls and quote follow-up for home services covers the setup and the FCC texting rules. An AI worker can answer, text back and book for you.
Questions
Is my call log uploaded anywhere?
No. Your browser reads the file and does the math on your computer. Close the tab and it is gone.
Why does it use my numbers instead of industry averages?
Your call log and your job software show what happens at your business. That is the number to act on.
Does a call that went to voicemail count as missed?
Count it if nobody spoke to the caller live. A voicemail still waits for someone to call back, so tick it in step 3.
How does it tell who was called back?
It matches phone numbers. A caller counts as called back when an outbound call to that number comes after the missed call, and as got through when a later call from them was answered.
Sources
- Viewing and managing your call history in the RingCentral app, RingCentral Support,
- Analytics, Quo (formerly OpenPhone) Help Center,
- Voice log events, Google Workspace Admin Help,
- Unbooked and abandoned calls report, ServiceTitan Help Center,
