Case Study: Building Missed-Call Accountability for a Treatment Center Admissions Team
Multi-state treatment operator. Client anonymized.
Summary
Missed calls were discussed as anecdotes. Coverage gaps get fixed with staffing and routing changes backed by data instead of opinions, and callback speed is now a number every rep sees.
The problem
Missed calls were discussed as anecdotes. Nobody knew which reps, hours, or sources were leaking, how fast missed calls were returned, or whether anything changed week to week.
What I built
- Pulled call data from the call tracking platform and cleaned source and routing assignments.
- Built a weekly admissions operations report: missed calls by rep, hour, day, and source, plus speed to callback.
- Flagged repeat coverage gaps and routing paths that ended in voicemail.
- Set missed-call alerts so callbacks could be measured per rep.
- Walked leadership and the admissions manager through the report weekly.
What changed
Coverage gaps get fixed with staffing and routing changes backed by data instead of opinions, and callback speed is now a number every rep sees.
Details are anonymized to protect client confidentiality. Named case studies with metrics are published with client approval.