Collect the contact records
Pull call and message records for the same period as your lead trend. Mark answered calls, missed calls, returned calls, and message replies. Keep times and locations attached.
Do not rely on a single average reply time. A handful of unanswered high-intent calls may matter more than a smooth weekly average.
Match gaps to operating hours
Look at breaks, evenings, weekends, and handoffs. Note the hours when customers reached out and the hours when staff could respond.
If the business serves several locations, review them separately. One location's missed-call pattern can hide inside a combined report.
Choose a response fix you can verify
Assign call coverage, update routing, or review reply ownership. Pick an action the team can check next week.
Keep a record of the change and the next set of leads. PrimeLSA can connect response findings with account context in Advantage.
Working example
A weekend ad lead reaches the main number while the office is closed. The voicemail receives a callback on Monday, but the customer has moved on. The audit should record the arrival, route, response, and outcome, then compare other contacts in that same window. The practical fix may be staffing or call forwarding, owned by operations.
- Review calls and messages by hour and location.
- Recheck the same window after the response change.
PrimeLSA can help you review response patterns alongside the rest of the LSA account.
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