Know in 30 minutes how many calls you lose.
This printable phone-audit template walks you through a solid analysis of your phone situation in five steps. No signup, no email — just scroll down, fill in, or print.
Print / save as PDFThis audit takes roughly 30 minutes. You need:
- The phone bills of the last 3 months (Swisscom, Sunrise, or Salt)
- Your calendar for the last 4 weeks
- A CRM or notebook with incoming inquiries
- 15 minutes of honest reflection
Count incoming calls
Goal: determine the actual number of calls — not your gut feel. Swiss carriers offer detailed call logs digitally.
- 1Get the call log of the last 3 months from your carrier (digital or paper invoice).
- 2Count calls: answered, dropped (under 5 seconds), not answered.
- 3Distinguish between business hours and outside.
- 4Fill in the totals:
Qualify missed calls
Goal: distinguish which missed calls are actually lost.
- 1How many missed calls called again within 24 hours?
- 2How many left a voicemail?
- 3How many voicemails did you actually call back?
- 4Calculate the net loss rate:
Estimate the loss value
Goal: give the loss a concrete CHF number. Conversion rate and average order value are industry-specific.
- 1Estimate how likely a call leads to an order. References: trades 30–50%, medical 80–95%, fiduciary 5–15% new clients, restaurant reservation 70–90%.
- 2Determine the average order value in your industry.
- 3Formula: missed × conversion × order value = CHF loss/month.
Categorise the requests
Goal: find out what types of calls tie up your team — and which are automatable.
- 1Listen to 10 voicemails or the last 10 answered calls.
- 2Categorise each as: appointment, info request, lead (new), existing customer (support), emergency, other.
- 3Calculate the distribution.
Solution mapping
Goal: find the right solution model for each category.
- 1Self-service (website FAQ): good for repetitive info, but customers often prefer to hear, not read.
- 2AI phone assistant: appointments, repetitive info, lead qualification, emergency escalation — 24/7.
- 3External phone service: when a human voice is mandatory and budget exists.
- 4Own receptionist: for on-site greeting, complex coordination, high-value clients.
- 5Prioritise: which largest category is easiest to offload?
Interpret the numbers
Less than 10% missed
Good — you are in the top quartile.
10–25% missed
Normal for Swiss SMBs. Room for improvement, but no acute issue.
Over 25% missed
Urgent action needed. Every month costs you measurable revenue — an AI phone assistant typically amortises in under 30 days.
Frequently asked audit questions
How do I get the call log from my carrier?
Swisscom: MySwisscom → Invoices → Detailed call log. Sunrise: MySunrise → Invoice → Call details. Salt: Customer account → Invoice details. For business accounts ask your account manager — extended reports are often available.
How long is call data available?
Typically 12 months, depending on carrier and plan. 3 months are enough for the audit.
Does this audit apply to every industry?
Yes, the structure is universal. But conversion rates and order values are industry-specific — adjust to your reality.
How often should I audit?
Once per year suffices for most SMBs. For seasonal businesses (tax season, tourism, heating season), an audit before and after peak helps.
Can fonea do the audit for me?
We offer a 20-minute call where we review your numbers together and identify savings potential. Free, no pressure.
Discuss your audit results?
A free 20-minute call with our team — we look at your numbers together.