Communications
Phone, SMS and email — in and out of the yard. As of 31 Aug.
Contact volume
This month vs last month, all channels
4,532
Inbound contacts
+7.8% vs last month
3,056
Outbound contacts
+10.8% vs last month
331 unanswered · median reply 6m · 2,948 total
74 unanswered · median reply 41m · 1,098 total
512 unanswered · median reply 3.6h · 3,542 total
Responsiveness
Are we picking up, and calling back?
82%
Phone answer rate
0.67×
Outbound per inbound
Answer rate, last 13 days
Unanswered inbound
917
20% of all inbound
No follow-up logged
214
nothing back on the record
Median phone reply
6m
fastest channel
Tied to a quote
38%
of all contacts
Where the load lands
Contacts by hour of the working day
Peak inbound is 9–10am; outbound doesn't catch up until mid-afternoon.
Contacts, this FY vs last FY
All channels, both directions
Who's answering
Ranked by outbound contacts made
Chase the silence
Contact gaps ranked by what's at stake
Email replies averaging 3.6h
Inbound email is the biggest channel and the slowest to answer
331 missed inbound calls this month
Answer rate 82% — every miss is a customer who called a competitor next
214 inbound contacts with no follow-up logged
Answered or missed, then nothing back — no call, SMS or email on the record
Only 38% of contacts tie back to a quote
The rest are conversations the pipeline never hears about
Missed inbound calls
with Chirpy → 331 calls that currently die on the ringToday — without Chirpy
331
missed inbound calls this month — 18% of everyone who rang the yard. Nobody knows who they were unless the caller tries again.
With Chirpy
285
missed calls returned automatically the same day — Chirpy calls back, captures the reason, and logs the outcome on the customer timeline so the rep sees it next morning.
Email response time
with Engine → 3.6h → minutes, not hoursToday — without Engine
2,204 inbound emails a month, median reply 3.6h, and 512 never answered at all.
With Engine
Engine acknowledges every inbound email instantly, routes it to the right rep by account, and chases the ones nobody has opened after two hours.