Missed-Call Playbook: Timing, Script & KPI
Two quick levers that lift bookings from missed calls: reply timing + clear options, and weekly KPI tracking.
“Missed calls aren’t lost leads. Text back within 60 seconds offering two call times. People reply to choices, not to ‘Call us back.’”
“Track ‘missed-call replies’ weekly. If replies are under 30%, your follow-up is vague. Offer two time slots and a direct booking link — then watch the number climb.”
Reply Timing & SMS Script
Speed + simplicity wins. Reply as fast as you can (aim for within 60 seconds during hours) with two concrete time options and a direct booking link. The brain loves choices — not chores.
Copy-paste SMS templates
Template A (first reply):
Hi {{first_name}}, sorry we missed you. We can help with {{service}}. Could you do Tue 10:30–11:00 or Thu 3:00–3:30? Or choose another time here: {{booking_link}} — {{business_name}}.
Template B (polite follow-up, +24–48h):
Quick nudge, {{first_name}} — does Tue 10:30 or Thu 3:00 suit? Or pick any time here: {{booking_link}}. Thanks! {{business_name}}
Placement tips
- Offer one AM and one PM slot on different days.
- Use a friendly, local tone; keep it short.
- Send from a number people can reply to; avoid “no-reply”.
- If 60s is tough, hit 5–10 minutes consistently.
KPI: Booking Rate from Missed-Call Replies
Measure weekly so you can improve what you send, when you send it, and which options you offer.
Target: 30–50% once your script/flow is dialled in.
Log: replies, bookings, response time, and the two slots offered.
How to lift the number
- Faster first reply (during open hours).
- Clearer options (AM + PM; different days).
- One-tap booking link (no login required).
- One follow-up only (24–48h) to avoid spam.
Related Resources
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☕ Book a Virtual Coffee DateCommon Questions
Do I really need to reply within 60 seconds?
It’s the gold standard during open hours. If that’s unrealistic, hit 5–10 minutes consistently — speed still wins.
How many follow-ups is too many?
One polite follow-up after 24–48 hours. Anything more risks spam and damages trust.
What if my calendar link isn’t real-time?
Offer the two manual slots and a short form (“Request a time”). Prioritise making it one tap to respond.